Through the patients' eyes: using the patient experience to improve care
Hospitalist Leadership Connection, April 22, 2008
It is difficult for physicians to focus on each patient as an individual amidst the interruptions of beepers and curbside consults. Although physicians spend their careers caring for hospitalized patients, they often fail to look at the hospital from the patients’ perspective and measure just how well they are meeting patients’ needs.
Patients have a unique eyewitness perspective on how hospitals work. Their feedback can provide physicians with insight into the inefficiencies of the many systems that collide at the point of contact: the patient. Learning patients’ concerns can also shed light on what constitutes value to patients and what contributes or detracts from their confidence and trust in physicians. Hospitalists must understand their patients’ experiences and use this knowledge to implement hospital systems that work better for both patients and practitioners.
The above is an excerpt from The Hospitalist Program Management Guide, written by Jeffrey R. Dichter, MD, FACP and Leslie E. Cowan, RN, BSN.
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