For many of us in healthcare, the words “patient experience” trigger a negative gut reaction as the concept is often associated with metrics and initiatives. Once we get past that initial reaction, is there an opportunity for us to explore areas in which we could be doing a better job for our patients? Not for the sake of metrics, but for the sake of doing what is right for our patients and treating them the way we would want our family to be treated. While this all sounds good in theory, how do we put it into practice? In this episode, hosts Andy, Drew, and Tanner dive into the topic of patient experience in healthcare, particularly as it relates to emergency medicine.
Patient Satisfaction vs Patient Experience:
- Patient Satisfaction:
- Practicing medicine for the sake of patient satisfaction often leads to doing what the patient wants regardless of clinical benefit or physician judgement.
- Often tied to a desired outcome or resolution.
- Patient Experience:
- Practicing medicine with patient experience in mind is more geared towards how our patients are experiencing the emergency department (ED) on what is often one of the worst days of their lives.
- More focus is placed on the process of being in the ED and investing in the meaningful aspects of interactions that shape patients perceptions and emotions during vulnerable times.
- Tanner’s grandfather said it best: “I felt like I was heard. I felt like they listened. I felt like they treated me well.”
Why Patient Experience Matters:
- Positive Patient Interactions:
- Elevating the quality of interactions ensures that patients feel heard, valued, and respected.
- It is the humanistic element of healthcare that builds trust and rapport.
- Improved Clinical Outcomes:
- Evidence suggests that a better patient experience can enhance adherence to treatment regimens, reduce readmission rates, and improve overall health outcomes.
- Reduction in Legal Risks:
- Physicians who foster strong patient relationships significantly lower their risk of facing lawsuits.
- Empathetic and communicative interactions often mitigate misunderstandings and grievances.
- Healthcare Provider Well-Being:
- Positive patient relationships contribute to job satisfaction and reduce provider burnout.
- The benefits of good patient interactions are reciprocal, nurturing resilience and joy in practice.
How to Improve Patient Experience:
- Sit at Eye Level:
- Whether using a chair or kneeling, maintaining eye-level communication improves understanding and patient comfort without requiring additional time investment.
- Wear a Stethoscope:
- Surprisingly, wearing a stethoscope has been linked with increased patient perceptions of a doctor’s trustworthiness and competence, a simple yet powerful visual cue.
- Utilize Whiteboards:
- Whether digital or analog, updating patients via whiteboards keeps them informed and engaged in their care process, dramatically improving their overall experience.
Take-Home Points:
- Tanner’s grandfather said it best: “I felt like I was heard. I felt like they listened. I felt like they treated me well.”
- Patient experience is directly tied to improved clinical outcomes, reduction in legal risk, and improvements in provider well-being.
- Sit at eye level, wear a stethoscope, and utilize the whiteboard.
Post by Patricia Capone, DO PGY- 4
Looking For More?
More from Andy, John, Tanner, and Drew: Be sure to subscribe to our newsletter for more information about what the team is reading, listening to and so much more!
More of your favorite EM Over Easy content: As always, you can find more of your favorite EM Over Easy content by following us on Twitter, Facebook, and Instagram! Also, please rate us on your favorite podcasting app or by visiting MedForums.
As the OFFICIAL podcast of the ACOEP, check out the ACOEP by visiting acoep.org to learn more and sign up for one of their many CME offerings.