Patient Satisfaction

OVERVIEW

There are so many different things residents need to balance in the emergency department: seeing the patient, documenting the visit, presenting the patient to your attending, but if we want to provide truly patient-centered care, one of the things we need to make sure we aren't skimping on is patient satisfaction.

In this bonus episode co-produced with Vital Patient Satisfaction Software, we're talking patient satisfaction: how to create a meaningful connection almost instantly, and why it matters. (Spoiler alert: It’s not all about metrics.) Join EMRA*Cast alum Masood Mohammed and guest Gus Garmel for this practice-elevating conversation.

How to Boost Patient Satisfaction

There’s no foolproof formula for establishing true rapport with your patients, especially in the emergency department. But a few tips can help.

• Greet your patient warmly, with eye contact and a smile.
• If you don’t know how to pronounce their name, ask. Repeat it back, and use Mr/Ms/Dr XXXX while speaking to them.
• Acknowledge all family/support who accompanied the patient.
• Sit at the bedside whenever possible. (Studies back up this technique.)
• Do not bring your other tasks/distractions/concerns into this encounter; stay outwardly focused on the patient in front of you.
• Use a calm, unhurried tone of voice.
• Practice active listening and closed-loop communication.
  • Restate their concerns so they know you heard them.
  • Keep them updated on tests, treatment plans, and especially on any delays.

What if your patient is clearly frustrated by delay of care (or other concerns outside your control)?

• Don't gaslight them, don't discount their feelings. A simple acknowledgement goes a long way.
• Demonstrate empathy.
• Reassure them you understand their concerns and they are in good hands, no matter the circumstances.

What if your patient doesn't like your treatment plan?

• Acknowledge their perspective while re-framing their expectations.
• Be aware of your own triggers and biases, and especially aware of your physical responses to those situations. (Are you raising your voice? Crossing your arms? Sighing in exasperation?)
• End on a positive note. ("We aren’t doing XYZ, because we've found ABC to be more effective, so we're going to help you in that way.")

TAKE-HOME POINTS

• Patient satisfaction does not equate to outcomes.
• A human connection can boost satisfaction no matter how long the patient had to wait or what the treatment plan is (or isn't).
• Practice, practice, practice. Don't wait to respond in the moment; think up scenarios and practice these techniques with your fellow residents.
• Listen and watch your mentors, especially in the case of difficult conversations.
• Be kind.
• Remember, you will not satisfy everyone.

RESOURCES

• Vital: Patient experience software and research
• Golden BP, Tackett S, Kobayashi K, et al. Sitting at the bedside: Patient and Internal Medicine Trainee Perceptions. J Gen Intern Med. 2022;37(12):3038-3044.
• Krishel S, Baraff LJ. Effect of emergency department information on patient satisfaction. Ann Emerg Med. 1993;22(3):568-672.
• Garmel GM. 10 Tips to Improve Patient Satisfaction in the Emergency Department. ALiEM. March 29, 2018. 

Special thanks to Vital, who helped produce this episode.