Actions that Demonstrate Caring
From HMCwiki
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Improve Your Culture of Compassion & Caring
These were gleaned from several Emergency Rooms, but could be applied in any patient care unit.
- Focus on pain management
- Fred Lee's book, "If Disney Ran Your Hospital …" as a guide for employee trainings and behavior.
- Hire to a culture of caring; no tolerance for rude or uncaring staff.
- Patient advocate position in the ED waiting room to get warm blankets, help patients to the bathroom, etc. Some round every hour; some have pt. advocate position on each shift.
- Providing bag "lunches" to families and pts waiting in the lobby; volunteers rounding w/ snacks & beverages.
- Scripting with staff; key words at key times
- Scheduled customer satisfaction classes; staff education
- Thank you notes to patients
- Patient advocates on each shift
- Discussing patient's perceptions of teamwork and care across all staff.
- Service Excellence team reviews satisfaction survey results and sets goals for the department monthly.
- Bulletin board in department listing monthly scores & top 10 good & bad comments
- Caregivers introduce themselves
- Guest services reps during high volume times
- Relationship-Centered Care Initiative
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Increase Communication with Patients
These were gleaned from several Emergency Rooms, but could be applied in any patient care unit.
- Callback program for discharged and/or high-risk patients.
- Scripting with staff/ key words at key times
- Implementing IBEX/accurate discharge instructions
- Getting the patient to the doctor for initial exam in a timely manner.
- Increase communication with patients as to expected LOS in ED and or Time to inpatient bed if admitted; inform pts of potential delays
- Thank you notes to patients
- Keeping patients informed of status, test results, etc.
- Communication Boards at Patient Bedside
- Call lights
- Patient advocates on each shift
- Caregivers introduce themselves
- Rounding
