Resources

February 1st, 2018

Healthcare Labels – Can the Right Labels Play a Role in Improving Patient Care and Satisfaction?

Everyone is a fan of good customer service. Whether you are getting your car repaired, eating in a restaurant, or even checking out at a gas station we all like to be treated with care and respect. But there is one place above all others that everyone would agree is most critical to get good service and that is a healthcare provider. It really doesn’t matter if you are visiting your local dentist or doctor, having triple bypass surgery, or giving birth. Most people will agree that when we feel our worst, we want the best possible care and service available.

The Hospital Consumer Assessment of Healthcare Providers and Systems survey along with William Maples M.D. (H&HN) reveal the main things customers perceived as receiving exceptional care from a provider:

  • Genuine concern and compassion
  • Not feeling rushed in and out
  • Treated with Respect
  • Listened to my questions and concerns
  • Ability of caregivers to communicate and work as a team

 

All of these elements are clearly important to patients and are pretty simple to deliver from a single provider with the exception of the last point: ability of caregivers to communicate and work as a team. This seems to be one of the biggest complaints of poor service within the healthcare industry. Lack of communication between team members does not only frustrate patients, but can result in duplicate testing, misinformation, and in some cases critical errors that harm patients.

One simple way to avoid miscommunication and improve patient care and satisfaction is through proper labeling. Labels on patient charts to alert staff of allergies, wristbands to alert caregivers of potential fall risks, IV line labels to ensure accurate medication are just a few examples. When caregivers have obvious visual reminders and notes about a patients’ needs and requirements, it saves time, money, patient error, and personal frustration from both the caregiver and patient.

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Citations:

  1. “Going Beyond HCAHPS to Improve Patients’ Experience” Hospitals & Health Networks, 31 January 2017, https://www.hhnmag.com/articles/8011-going-beyond-hcahps-to-improve-the-patient-experience accessed 30 January 2018
  2. http://www.hcahpsonline.org Centers for Medicare & Medicaid Services, Baltimore, MD. 30 January 2018.