How nurses can Improve Patient Satisfaction

Patient satisfaction is one of the hottest topics in healthcare these days. Open any medical conference brochure or journal, and you're likely to find at least one headline with the words "patient satisfaction" in it.

Patient satisfaction scores are a direct reflection of an organization's customer service skills and systems, and now more than ever are tied to reimbursement.

Here are eight tips every nurse can follow to personally impact your patient satisfaction scores at your healthcare organization.

Communicate Effectively
Quality communication is the most important skill to impact your patient's care experience. Discussing a medical condition must be done in a way that the patient will understand. If the patient has a medical background, it may help to speak in jargon they understand so they feel respected more. However, for most of the population, you'll need to explain and ask questions in a more simplistic manner to ensure they understand all important discharge plans, which in turn directly impact rates of readmission.

Be Articulate

Be careful not to speak too fast. Talking rapidly can be misinterpreted by your patients that you are constantly in a rush and don't have time to properly care for them, or that you need to get to the next patient, who appears to them to always be more important.

Use Hand Gestures

Be animated but not over the top to ensure your message is understood. Point to the body part or area that is impacted by their injury or illness or that is being tested. Show your patients the benefits undressing from the waist up, or how putting the gown on like a bath robe can help ease pain and/or protect their dignity if they seem concerned. Using hand gestures can help older patients who are hearing impaired and assist younger ones for whom English is not their primary language or tying to understand what a nurse is saying in a busy, distracting ad sometimes bewildering environment.

Pause

Pausing is a powerful tool and will allow the patient or family members some time to process what they are hearing and formulate any questions they might have. Another benefit to pausing is the patient will not feel rushed.

Ask Questions

Always assume you can do more by asking a different questions, such as "What questions do you have for me?" or "What can I get for you?" Or, after you have completed discharge instructions, for instance, ask the patient what areas they would like for you to review? Doing so can help the patient feel comfortable asking questions or making a request they may be feeling hesitant about.

Smile

Smiling sends a lot of positive messages, from "I'm sorry you have to be hear but don't worry, everything is going to be OK" to "I really enjoy my job" which can give the patient a better sense of satisfaction with the care environment. Moods are contagious and the last thing a patient wants is someone caring for them who is in a foul mood. A simple smile also will impact your fellow nurses as everybody enjoys working and being around people who are optimistic and pleasant than those whom are constantly complaining and grousing about everything and everyone else, from other staff and management to their patients or their neighbors at home.

Use Humor

Being sick or injured is extremely stressful for patients and their families. Lightening the mood with mild humor or gentle sarcasm will put the patient at ease and can diffuse a difficult situation. If you don't consider yourself to be funny, become a student of humor by watching and listening to others you think are clever and witty; even watching funny movies or sitcoms can help. An added benefit of using humor with your patients is that our bodies were designed to secrete certain hormones during laughter, which in turn, relieves pain.

Be Part of the Solution

Never use the words, "I don't know." Great customer service means taking on the responsibility to find the right answer if you don't already know what it is. Don't make your patient work any harder than they need to when they are trying to be a partner in their care. Make the call, get clarification for them, direct them or escort them to the next department, explain things until they understand or find the appropriate person who can.

Final Thoughts

High patient satisfaction scores equate to superior customer service. Healthcare is in the business of helping people. Each day, take a moment to reflect on the tips above and what you did well and what you would like to change. Constantly ask yourself what you would do differently when the next time a particular situation arises.

Together with your fellow nurses you can take the worry out of the minds of patients, and let them concentrate on getting well both in hospital and after returning home. By doing your part, and influencing those around you, will make a huge difference in nursing practice today and tomorrow.

Laurie-Ann Murabito has more than 20 years in healthcare and helps organizations build outstanding leaders through keynote presentations, trainings and coaching. She is the author of "Rethink Leadership." Learn more atwww.LaurieAnnMurabito.com.