In my last post I talked about steps you can take prior to an elective hospitalization or procedure to try to make sure that you experience quality care from a customer care perspective.  Now I’ll turn to what you can do while you are in the hospital or other healthcare facility.

It’s a little more difficult for you alone to assure you get quality customer service there.  For one thing, you will meet several healthcare professionals there whose actions will contribute to the level of customer service you experience plus, in most instances, you won’t be fully aware of what’s going on.  Remember, the staff take direction from your physician though they usually report to the institution’s Nursing Supervisor.  Most healthcare teams look to the attending physician to set the tone.  If you experience any issues, discuss them with the Nursing Supervisor or your physician.  The following tips should help prevent such issues from arising.

Don’t Go It Alone

Perhaps the most important thing you should do while hospitalized is to have a friend or relative with you as much as possible during your stay.  Between the stress of being ill and side effects of anesthesia and other medications, you will not be as alert nor as mentally sharp as usual.  Your communication skills will be diminished during this time.  You need a knowledgeable advocate at your bedside who can help you communicate with your caregivers.

Communication Is Critical

Part of effective communication includes maintaining a positive relationship with the staff taking care of you.  It should be obvious that a positive relationship will naturally cause the staff to be more likely to go the extra mile for you. It’s important to understand their perspective.  Each of them has been trained to do his or her job to maximize your clinical outcomes, but not every one of them is encouraged to vary from standard procedures.  They don’t usually have the authority to change how they perform their tasks.  However, if you ask them respectfully to make an exception and do something differently, most will either follow your suggestions, if they can, or ask their supervisor.  Think of the example of the Nursing Assistant checking my friend’s temperature on her neck after it had been covered with a blanket and finding the temperature to be above normal (Details).  She should have rechecked it later after the blanket was off for a while.  My friend had been a bit curt with the Nursing Assistant.  When you act rudely, you may feel you make your point, but the staff member who is the target of your tirade will only do what they are required to do.  It comes down to showing respect and putting yourself in their place.  I have personally seen patients get arrogant and rude with some healthcare staff which alienates the very people they should want to have on their side.

In summary, I believe the key to helping assure you get quality customer care during a hospital or outpatient stay is Communication.  This includes:

• Having someone present who can help you communicate with the clinical staff,
• Discussing your concerns with the appropriate staff, &
• Doing so in a respectful way. Keep in mind the Golden Rule!

Next time I’ll discuss what you can do after your hospitalization or procedure to optimize the quality of the customer service that is part of the healthcare experience.  Comments are welcome!

For Your Health – Dr. Bob