How to Easily Please your Patients and their Family

Whether we like it or not healthcare has now become a customer service industry. The days of kicking visitors out for "quiet time" and expecting patients to just do what you tell them and don't ask any questions are over. Healthcare is shifting to a more collaborative, holistic approach to taking care of patients with the ultimate goal being patient satisfaction. I hear many nurses, especially the seasoned ones, complaining about this approach to patient care and I can understand their point, a little. The old way of thinking, at least in the ICU, is that nurses are here to save patient's lives not pamper them; the hospital is not a hotel. While I do believe there are situations when patients are so gravely ill that really the main focus is on life sustaining treatment, the reality of the situation is that many of the people we care for are just in need of close monitoring. In the ICU especially, taking care of the family members is often the most challenging part of the job. Many patient's family members have been taking care of their loved ones themselves for many years; they can be protective and particular about their care. Watching someone you love suffer in both physical and emotional pain can be overwhelming for everybody, including healthcare workers. I think as healthcare providers we can be numb to people's suffering. Our job is demanding emotionally and physically. Spending 12 hours with someone who has inconsolable suffering is draining. Through my experiences in the ever changing world of healthcare and customer service, I have discovered some patient satisfaction practices that have made my work life a lot easier.

• Utilize the white board - As an ICU nurse I use to think to myself  "why am I going to fill this out when the patient is on a ventilator or is too confused to even know they are in the hospital?" The fact of the matter is that patient's family members read that board too. Something as simple as writing your name and the general goals for your shift decrease the amount of questions significantly. I also like to form a pain management plan for patients during my first assessment and write down their pain medicine schedule on the board. For those of you who are in administration, the only time I feel like it is pointless to write on that board is when it is hidden in some random corner somewhere where no one can see it; so do us all a favor and move the boards into a more appropriate location. 
• Don't take it personal - Many family members can come off as aggressive or rude. Sometimes you feel that they are questioning whether or not you are competent enough to care for their loved one. Sometimes they are just plain crazy. The best advice I can give you is to not take it personal. These people scared, overwhelmed, tired and stressed out. When they are bombarding you with questions or questioning your care, the best thing to do to prevent yourself from getting defensive is to become curious. When a family member tells you the foley bag is full and needs to be emptied (when it fact it just needs to be tipped) all you have to do is say "really?, let me take a look"; and then you do some education "oh, it drains over into the bag, but thanks for letting me know." There are cases when patients or family members are really crazy and in this case you ask them to leave politely and call security if need be. 
• It's all about the look - Nobody wants to see blood stains on their bed sheets or gown. In the real world, outside the hospital, that's just plain gross. Keep your patients and their rooms tidy. Shaving someone and combing there hair can make a patient both feel better and look better. Try to keep them looking comfortable in the bed. I know this is impossible for some people, but do your best. 
• Focus on the small things - Patient's family members tend to focus on the small things. This is their way of participating in their loved one's care. Just because your patient has a temp of 102 doesn't mean that you can't place a simple sheet over them. Most of the world is fairly modest when it comes to exposing their body parts. If it makes the family happy, cover them with a sheet. If you have family members that like to stare at the monitor, you can do a quick in-service as to what the numbers mean, what you are looking for and reassure them that you can see the monitors at the nurse's station. 
• Education - Take the time to explain what you are doing and provide rationale to patients and family members before  you do something to them. Explaining to a patient or family member the importance of re-positioning to prevent pressure sores will most likely encourage them to want to participate in their care. 

These are just a few suggestions to make your shift a little easier. The nursing profession is so demanding and everyday I feel like we are being told to do more. If you can find a routine or practices to make you work life easier, it will make you happier; and when nurses are happier, patients are happier. The fact of the matter is that patient satisfaction does affect our profession. Patient's have a choice on which hospital they want to go to. If patients don't want to come to your hospital then guess what, you will be out of a job.