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How KU Hospital Drives Patient Satisfaction

John Commins, for HealthLeaders Media, December 12, 2011

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.

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1 comments on "How KU Hospital Drives Patient Satisfaction"


jan sanders (12/12/2011 at 3:48 PM)
Sounds too good to be true - how did you measure the effectiveness? quarterly pat.satisfaction results?