How KU Hospital Drives Patient Satisfaction
Miller reminds her students that patients and their families are not always at their best when they are in the hospital. They could be in pain, or frightened, confused, or anxious. Miller encourages employees to empathize with these people who may be going through a traumatic experience. The new hires are left with the understanding that courtesy and respect are job requirements, not electives.
"There's plenty to do here. But patients should never get the feeling that we're too busy to take care of them," Miller told The Star. "People are not numbers. They're people, whether they're patients or co-workers. And when we treat each other the way we want to be treated, that's excellent service."
None of this is complex. This is not gene therapy or face transplant surgery. This is about common sense and courtesy at its most basic level. This is about treating people the way you want to be treated —the stuff our parents taught us. It doesn't take long to learn but once learned it goes a long way. This is something everyone can do.
The message from KU Hospital is as clear as its return on investment.
John Commins is a senior editor with HealthLeaders Media.
- CEO Exchange: Preparing for Population Health
- EHR Systems 'Immature, Costly,' AMA Says
- Advocate, NorthShore Deal Would Create 16-Hospital System
- Better HCAHPS Scores Protect Revenue
- Narrow Networks Cut Costs, Not Quality, Economists Say
- 3 Strategies for Retaining Millennial Employees
- 'Early Offer' Malpractice Programs May Spur Reform
- Power of price: In South FL and the nation, healthcare costs often are shrouded in secrecy
- Two NY hospitals to offer free hip and knee replacement surgeries for qualifying patients in December
- Hospital mergers may lead to higher prices