Improve Patient Satisfaction with Nursing Care
Use the Quick Connecting Process to Standardize Personalized Care and Build Trust

Why focus on improving patient satisfaction with nursing care?

Each inpatient’s first interaction with their nurse influences their ultimate satisfaction with their hospital experience.

So much of this first interaction is now standardized. Why don’t we include in that process a standardized approach to building trust between nurse and patient?

Admittedly, this “Quick Connecting Process” adds three minutes to the nurse’s first conversation with the patient or their family. But, while the nurse spends an extra three minutes upfront, the return on this investment is enormous. As a result, the patient and their family relax and trust the nurse. And this paves the way to open communication, mutual respect and enhances patient satisfaction with nursing care.

The Gist of It
Immediately--

• Set tasks aside
• Make yourself present
• Get to know the patient personally
• Make a human connection and you’ll build trust

Example: With an Inpatient Nonverbal behavior Sit at patient’s level and make eye contact; be so attentive that you can see the color of their eyes. Smile, put warmth in your voice. No stethoscope, no chart in hand. Words that work “Hello, I’m Patsy Hermann, and I’m happy to say that I’ll be your nurse. You are Jim Harris? Mr. Harris, may I ask what you prefer to be called? Jim? Great, thank you Jim, and please call me Patsy. So, Jim, I can tell you right off that I’m glad you’re here. We have a great TEAM here and we are going to take VERY good care of you! Before I talk about what you can expect, would you mind telling me a little about you? (Choose questions of interest; for instance): Where you come from? Your family? Things you enjoy doing? Your hopes during your stay here? Now Jim, I’m so glad to know these things about you. I’m wondering, would you mind if I make a few notes about things I learned on this board over here, so my coworkers who might not have the time we just had to talk will also know a little about you?”

And after securing the patient’s permission, the nurse notes highlights of the conversation on the whiteboard in the patient’s room. Then, when other staff members enter, they can glimpse at the whiteboard and have enough information to make an instant personal connection with the patient too.

Click here to see to see an example of a whiteboard and print this tool.