Most medical facilities across the U.S. are witnessing a major focus on improving patient satisfaction ratings to help boost HCAHPS scores. But many hospital administrators may be overlooking one of the simplest and most impactful methods for doing so and suffering the reimbursement consequences.
While the clinical and outcome measures are of the highest importance, hospitals have been focusing on these areas for decades. This means there is perhaps less room for improvement, especially when compared to overall patient experience, which continues to suffer as facilities cut staff and budgets.
It's often the simplest things people find most comforting. And proper, effective communication from staff will make patients feel like they really matter, like their health and recovery is of the utmost importance. We all know the statistics about communication, although we often forget non-verbal messages often have more impact than the actual spoken words.
So, while people are focusing on better explaining things to patients in a way they'll understand by not using technical language and taking the time to address questions, many simply aren't taking the steps to improve non-verbal elements.
One method for doing so is focusing on appearance. How we look impacts what others think of us. It may be wrong to judge a book by its cover, but most people just can't avoid it. You might say it’s human nature to continually pass judgment and apply value-based assumptions. So, if your staff doesn't look professional, that poses a major threat to their credibility and yours.
The answer is simple, really. Encourage your nurses to return to the days before scrubs were the accepted attire. In my early days as a nurse, we all wore very stylish, professional uniforms. When the nurse came into a room, patients felt reassured that the person in charge of their recovery and well-being was a trusted professional. Not to mention the fact that today it's often hard to determine if a staff member is a nurse or part of housekeeping because they are both wearing the same thing.
It may seem like a minor aspect of the overall healthcare picture, but appearances are everything. Don't miss out on this very simple step to improving patient satisfaction.
June DeAngelis is an RN who founded Brenda June, a healthcare apparel company dedicated to providing high-quality, professional clothing for nurses, doctors and other personnel.
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