The Patient Experience: Model Analysis

Acting as a nursing leader, I would encourage the entire health care team to understand and meet a patient’s expectations. My organization embodies patient-centeredness and expects nurses, as well as all health care providers to utilize good provider-patient communication, collaborative decision-making, and coordination of services (SMMC, n.d.). Moreover, managing customer expectation does not end when the patient is discharged. The patient must take what he or she learns from their health care providers to manage their care at home. Patients must understand their follow-up care and who to contact when questions arise (AHRQ,

Clay Carsner, Dr. Carolina Espinoza-Strelec, and Dr. Ruy Carrasco, collectively, presented the Clinical Integration report.

According to the survey, our patients didn’t enjoy their experience before their appointment. 73% of patients said that the receptionist did not greet them immediately. I know this was the case when I walked in for my meeting. The receptionist was on her phone texting instead of being aware of patients that could potentially be walking into the facility. Although the receptionist doesn’t greet them right away, 67% of people agree she was respectful and courteous. However, the biggest issue lies with patients not understanding the co-pay and possibility of additional costs. This is a problem that can be fixed easily, we just need to retrain our receptionists to greet each patient with a warm smile, and how to fully explain the costs that patients are required to pay. The receptionist play an important role in customer service, therefore they must be at the top of their game at all times. In order to fix the overall patient experience at our urgent care facility, I think we need to send out more surveys and bring back the follow-up calls. The follow up calls are important because patients will be able to express any concerns they had with their visit and we would be able to

As many of us know today Baby Boomers and some of Generation X’s are coming to the age of retirement. Many of them have learned that just finding a place for them to retire or a great nursing home difficult. Many times, we find out too late that the place we chose is not the place we would like to be. All too often the people don't care how they treat people or their belongings because the people or item don't belong to them. We may want to stay in a place that we built and know better, or where we raised our love ones. To many times we have to fight our loved ones to go somewhere like nursing homes, but this way everyone wins.

I have chosen the patient centered care model. I believe that this is the most effective nursing care delivery model because it includes that patient in his/her care. Patient centered care moves the nurse to a high level of functioning and autonomy and more tasked are delegated to unlicensed assistive personnel (UAP) (Chamberlain College of Nursing, 2015). When patients are involved in their care, they are educated through the process which provided them with a better understanding of the care they are receiving and what is expected of them through the process. For example, when a patient receives a total knee arthroplasty and receives patient centered care, the patient is well informed of what will occur during the procedure and recover, (i.e.

Healthcare has become a consumer driven industry with patient satisfaction equating to good customer service. Effective communication has been shown to be a key factor in both patient outcomes and satisfaction. Additionally, patient satisfaction has become a tool used by insurers to evaluate medical facilities and may impact reimbursement to hospitals for patient care. In this paper, I will discuss the issue of ineffective communication in the waiting area of the surgical services department at Mount Carmel East Hospital. The impact of ineffective communication effects patients and members of the perioperative team. Results of patient surveys

he lesson that I can take during patient interactions are to try find the best way to accommodate patient's needs and know my limitations. For example I cannot speak Russian and my patients are Russians with limited English, however, I know they need so much help and education. I rather talk to the nurse manager and refer them to another nurse that can speak Russian or to get an interpreter to help me. It might be seem "I am washing my hands" and try to get rid of them, but my attention was to help them better.

The demands for a good quality, affordable, and accountable health care services are increasing. The United States is making changes in primary health care to meet the needs of the people. One of the new health care reform is the Patient-Centered Medical Home (PCMH). This model primarily focuses on a patient-centered care provided by different members of the multidisciplinary team.

Patient satisfaction levels is an established indicator of the effectiveness and quality of care in the healthcare system. Patient satisfaction is further related to patient safety in a way that it impacts patient compliance with prescription medication, medical recommendations and follow through with regimens (Palese et al., 2011). The relationship made between the nurse and the patient is imperative in the overall patient experience and the perception of the care received. Patient satisfaction is directly related to quality of nurse caring during nurse-patient interaction. As stated by Watson, a

How complaints are handled determine how patients and families perceive the NH. Families are 6 times more likely to contact a lawyer when issues arise and are not handled appropriately along with the fact that wronged customers are 8 times more likely to tell others about their negative experience which can impact business and referral services hesitate to refer clients to facilities that have complaints lodged against them. Quality of care should be the focus of all staff members and the best care is only achievable with proper ongoing training, monitoring and mentoring. The power point slides mentioned 12 things that make customers

Patient centered healthcare and self-management are founding principles of ”The patient participation in productive teams” project. The type of structural change, which the chronic care model suggests, calls for a close collaboration with the patients and their organizations. The development and establishing of new types of health services presumes patient involvement, and we hope through “Patient participation in Productive Teams” to provide essential information to the practice field at the same time as we deliver detailed information about the chronic care model to the patients’ organizations.

This talk about the chronic care model describes the chronic care model itself. One of the most important aspects that can be taken from the video is that of the description of chronic illness. This talk describes it “very broadly to include any condition that requires ongoing activities and responses from patients and their caregivers as well as a response from the medical care system.” It is important to note this so that you are aware of what is included in their description of chronic care. Another important take away from this talk was that of the fact that most providers did provide accurate care “some of the time”, but not all of the time. This was not what was originally thought. Before this realization, it was believed that there

Although patient hold the main role of patient engagement, for health care providers, they also play a very important role as facilitator and collaborator. However, in practices, they were not adequately prepared to assist patients to engage in clinical treatment because of external barriers, including heavy workload, time constraints and hospital special setting et al. Consistent with previous researches, communication offer a critical lens for assessing the extent to which patient are engaged in their care. In our study, TB inpatients committed that keep cooperation with health providers in hospital settings may help to making them feel cared and promote patient engagement. Conversely, poor communication undermined trust in relationship with

Patient portals are suddenly in vogue for a variety of reasons. The Centers for Medicare and Medicaid’s Meaningful Use Stage 1 ruling in 2009 dramatically increased the use of electronic health records across the United States. In order to be a qualified electronic health record these systems must demonstrate the ability to allow patients electronic access to their medical records. Regardless of whether this translates into a benefit to patient care, many healthcare institutions are racing forward with the implementation of a patient portal for compliance and financial reasons as well as convenience to the patient.

A twist on the "patient's perspective" approach is to describe a time when medicine failed to save or heal someone close to you. The purpose of this tactic would not of course be to rail against the medical profession, but rather to show how a disappointing loss inspired you to join the struggle against disease and sickness.