What a great example of taking the first steps to involve patients. There may be some challenges in the process, but the outcome makes an enormous difference...
Budgets, regulations, medical advances, labor negotiations...the world of a hospital executive. Not the sort of thing that inspires excitement, passion, and joy, yet the other day I saw a hospital executive in a very animated, positive state.
It was right after the meeting of a patient advisory council. This was the second meeting of the group, which includes the hospital COO, Directors of Spiritual Care and HR, staff from both clinical and non-clinical areas, and several patients in addition to Cindie Becker, RN, VP of Patient Care Services. The group was slow to break up at the conclusion of the meeting, having much to share and obvious fun doing so. As I was setting up for my meeting in the same room, Cindie shared the reasons for her enthusiasm.
While much healthcare activity is geared to 'delivery to patients', this agenda-less meeting asks patients what would make their stay better.
During the first meeting, patients were initially shy to share where they'd like to see improvement, citing excellent medical care and kind staff. All good things and nice to hear. Then someone broke the ice with the first suggestion for improvement and others chimed in. 'Make it easier for family members to stay in the patient rooms'. 'Hospital process doesn't support hearing impaired patients very well.' This is what Cindie was looking for...
Now, there are different ways to look at this kind of feedback...
"Gosh, they're complaining, and we work so hard"
or
"Wow, we didn't realize that was so important to you, we can do that!"
The former assumes that nothing can or will be done, and that blame is being assigned. It drains energy. The latter perspective views these issues as opportunities to improve patient satisfaction and the quality of care. It creates energy and satisfaction for healthcare providers to know they are truly addressing their community's needs when they have a hospital experience.
At this second meeting, Cindie reported on the changes that had been implemented to address some of the patients' concerns identified in the first session. There are now a couple of hide-a-beds on every unit available for family members who wish to stay over. (The newly opened 3rd medical floor also has several comfortable recliners that convert to beds). Cindie will be collaborating with one of the patients to improve services to our hearing impaired community. Patients seemed somewhat surprised that anything had actually been done...but that fact made them even more eager to share.
As time goes by, I am sure some of the things that are important to patients will be easy to accomplish, and others will take planning, redesign, and process changes. But we'll know that we're working on the right things.
This is truly and example of our mission in action, it is healing and compassionate care.
