Hospital Patient Satisfaction Tool
Model for Caring Feedback:
Holding Each Other Accountable
To achieve a high level of hospital patient satisfaction, people at every level of your organization need to hold each other accountable to high standards of care and service. Here’s a model peers and managers can use to provide constructive feedback and coaching to each other. It encourages a caring approach to raising issues and confronting with compassion for the sake of creating the best possible patient experience and enhancing hospital patient satisfaction.
The Caring Feedback Model Explain your positive purpose
| “I want to help you be even more effective in your interactions with your customers.”
| Ask permission to give feedback.
| “May I give you some feedback?”
| Describe the specific behavior you noticed or heard about.
| “I noticed you finishing your paperwork when a customer approached you needing help.”
| Name the consequences-- for you, your team, customers, and the organization.
| “I imagine that this came across as disregard to the customer. And that doesn’t fit with our hospital’s emphasis on Patients First.”
| Offer a pinch of empathy.
| “Now I realize you might have been absorbed in the middle of something and it’s hard to be interrupted.”
| Offer your suggestion, request or expectation.
| “Still, I think it’s important to set aside what you’re doing when a customer approaches you and attend to them immediately. That would make it clear that they are your first priority.”
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Powerful Feedback Practice for Your Team
With your management team or your work team, engage people in planning Caring Feedback. Create a 2-column worksheet with each step of the Caring Feedback model listed in the left-hand column. The right-hand column provides space for applying that step to a given situation.
Have people work with a partner on one of the following situations. Then, invite people to share their caring feedback language with the whole group.
Situation 1:
You overhear a staff member say to a patient, “That department is ALWAYS late!”
Situation 2:
Staff member says to patient, “Look, we’re really busy. We’ve had several people call out, and we don’t have enough staff.”
Situation 3:
Your staff need timely test results from another department in order to make patient care go smoothly. People on your staff have complained to you that this other department takes their good old time and resents any sense of urgency. Your team doesn’t know from one patient to the next how long it will take for the results to show up. This is very frustrating. You think the manager of that other department is indifferent about it.
Situation 4:
You overhear an employee listening patiently to an angry patient who wants to be seen immediately. The employee apologizes for the inconvenience and offers options in a kind and caring voice.
Situation 5:
Transporter arrives on nursing unit with a patient to be admitted from the E.D. A nurse who sees the patient coming says to a coworker, “Oh no! Another admission!”
Add your own situations too.
Return from Hospital Patient Satisfaction Tool: Model for Caring Feedback to Hospital Patient Satisfaction
Return from Hospital Patient Satisfaction Tool: Model for Caring Feedback to Quality Patient Experience Home
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