http://www.wwpp.org/users/0000023/ "In disagreements with loved ones, deal only with the current situation. Don't bring up the past." From the Dalai Lama en Copyright 2003 Nancy Bitting Thu, 11 Sep 2003 21:04:45 GMT http://backend.userland.com/rss Radio UserLand v8.0.8 nbitting@peacehealth.org nbitting@peacehealth.org rssUpdates 60 http://www.wwpp.org/users/0000023/2003/01/28.html#a3 <P>What a great example of taking the first steps to involve patients.&nbsp; There may be some challenges in the process, but the outcome makes an enormous difference...</P> <P>Budgets, regulations, medical advances, labor negotiations...the world of a hospital executive.&nbsp; 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.</P> <P>It was right after the meeting of a patient advisory council.&nbsp; 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.&nbsp; The group was slow to break up at the conclusion of the meeting, having much to share and obvious fun doing so.&nbsp; As I was setting up for my meeting in the same room, Cindie shared the reasons for her enthusiasm.</P> <P>While much healthcare activity is geared to 'delivery to patients', this agenda-less meeting asks patients what would make their stay better.</P> <P>During the first meeting, patients were initially shy to share where they'd like to see improvement, citing excellent medical care and kind staff.&nbsp; All good things and nice to hear.&nbsp; Then someone broke the ice with the first suggestion for improvement and others chimed in.&nbsp; 'Make it easier for family members to stay in the patient rooms'.&nbsp; 'Hospital process doesn't support hearing impaired patients very well.'&nbsp; This is what Cindie was looking for...</P> <P>Now, there are different ways to look at this kind of feedback...</P> <P>&nbsp;&nbsp; "Gosh, they're complaining, and we work so hard"</P> <P>&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; or</P> <P>&nbsp;&nbsp; "Wow, we didn't realize that was so important to you, we can do that!"</P> <P>The former assumes that nothing can or will be done, and that blame is being assigned.&nbsp; It drains energy.&nbsp; The latter perspective views these issues as opportunities to improve patient satisfaction and the quality of care.&nbsp; It creates energy and satisfaction for healthcare providers to know they are truly addressing their community's needs when they have a hospital experience.</P> <P>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.&nbsp; There are now a couple of hide-a-beds on every unit available for family members who wish to stay over.&nbsp; (The newly opened 3rd medical floor also has several comfortable recliners that convert to beds).&nbsp; Cindie will be collaborating with one of the patients to improve services to our hearing impaired community.&nbsp; Patients seemed somewhat surprised that anything had actually been done...but that fact made them even more eager to share.</P> <P>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.&nbsp; But we'll know that we're working on the right things.</P> <P>This is truly and example of our mission in action, it is healing and compassionate care.</P> http://www.wwpp.org/users/0000023/2003/01/28.html#a3 Tue, 28 Jan 2003 14:31:27 GMT http://www.wwpp.org:8080/rcsComments/comments?u=23&amp;p=3&amp;link=http%3A%2F%2Fwww.wwpp.org%2Fusers%2F0000023%2F2003%2F01%2F28.html%23a3