Along a patient’s journey, she or he will encounter many different representatives of UTMB. From our website to the access center, from parking attendants to the hospital welcome desk, then on to registration, waiting rooms, nurses, physicians and more. There are so many people and settings making first impressions that can affect a patient’s experience, and the sum of all parts creates their overall impression of UTMB Health.
While the ongoing improvement of our processes will always be an aspect of enhancing the patient experience and improving the quality of care we deliver, there is one simple thing we can all do to help our patients and families feel better—radiate positive energy and compassion.
Patients want to be cared for by a team of caregivers who show an interest in them as individuals. This isn’t only important in terms of what we consider to be the “surveyed” patient experience, either. When patients feel comfortable with their care team and trust them, they are more likely to follow through with care instructions, which means fewer readmissions and an overall improved quality of life for many patients.
As a caregiver, if you walk into the room and appear pre-occupied, in a hurry, and start out by using downbeat comments, you will radiate negativity. If on the other hand, you start out with a smile and a nice compliment directed toward the patient, they will begin to feel comfortable interacting with you and will appreciate having you as their physician, nurse, or tech. Hippocrates said this so well over 2000 years ago: “Where there is love of humanity, there will be love of the profession.”
Do you remember the last time you were sick or injured? Did you feel as though you needed to stay in bed or you were told to stay in bed? To an extent, this is good as we heal, but over a period of time—even days, we might begin to feel depressed, because we are no longer active; or we may begin feeling discouraged, because we miss our regular ability to move around and perform our daily routine.
Have you or a loved one ever been a patient in the hospital? Did you understand everything the clinicians said to you? I have heard many patients and family members express how just a few words of encouragement helped them through a difficult time, or a care team member spent some time listening to the patient, and it made all the difference in that individual’s experience.
When a patient senses a positive and encouraging attitude from their care team, they will feel more motivated to push through challenging times in their recovery. A great example of this came directly from a patient advisor as she recounted her recent experience at UTMB: “My care tech was motivational, positive and cheerful, and that really made me want to get out of bed and get moving so I could get better.”
Beyond a doubt, patients want to be engaged in their care and to understand what procedure is being performed and why; they want to know the identity and role of each individual who enters and exits their room. They want to know what to expect while they are in our care and what they can do to heal better and faster. But they also want to feel as though they are cared about, not just cared for.
Making a positive impression on our patients and families can be achieved in just a few simple ways:
- Smiles are powerful, so smile!
- Take a deep breath before entering each patient’s room and exhale slowly if you’ve been rushing about. This allows you to leave the stress at the door and enter the room with a positive attitude.
- When speaking, try to do so slowly and clearly—research shows that individuals who do so are perceived to sound more credible than those who speak quickly.
- Allow patients and families the chance to ask questions, listen to their questions and concerns, and ask them to verbalize their care instructions.
- Maintain a friendly, open and engaged demeanor. This includes your body language as well as your verbal language.
- Make eye contact. It clearly demonstrates that you are actively listening to the patient, which they will appreciate.
- Acknowledge others in the room, such as a family member. Be sure to get their name, and shake their hands, if appropriate. This acknowledgment is very important since you want to create a positive impression with the family members—they will play key roles in the patient’s compliance; and keep in mind, the family member is also going back to the community to share their experiences.
I hope you will take a moment to watch the following five-minute video, shared by the Institute for Healthcare Improvement. It is the story shared of Gilbert Salinas, a patient who was inspired to become a patient advocate because of the wonderful care he received almost 20 years ago. It is the story of a nurse holding a hand, a physician pulling up a chair, and a therapist helping a paralyzed man reclaim a life. It is a story full of positive energy – and lessons for students and health care professionals everywhere.
Whatever your role at UTMB, how do you contribute to a better patient experience? How do you want the UTMB Health System to be perceived by our patients and families? The little things we say and do speak volumes, symbolizing our attitude toward patient care and the medical services we offer. Our compassion and the positivity we radiate can make a big impact in someone’s life!