Wednesday, June 11, 2014
Patients don't like the feeling of being pushed out the door
The focus on patient satisfaction and improving the hospital experience is stumping a lot of top-level hospital executives. What is the magic formula? Truth be told, there isn’t one. Most of the answers just boil down to practicing good medicine, simple common sense and basic communication skills. No matter how much anyone talks about the issue or how many “Directors of Patient Experience” an organization hires, forget these fundamentals and you will get nowhere.
And that’s the problem with our current approach. In the maze and complexities of health care, we sometimes lose the forest for the trees. A good example of one such contradictory approach in how we treat our patients is that at the same time we want them to rest and recuperate in a pleasant environment, we are also completely focused on pushing them out of the hospital ASAP!
Now, don’t get me wrong, in today’s world of increasing health care costs, concern about hospital acquired infections, and huge strains on our resources. Getting people out of hospital as soon as they are ready is always a good thing. It’s never better to stay in hospital if you are well enough to leave. That being said, it is also a really bad idea to give our patients the impression that all we want to do is kick them out of the door! Not to mention the fact that premature discharges are frequently blamed for a large number of readmissions; a problem that front line doctors see on an almost daily basis.
In my career, I’ve encountered hundreds, if not thousands of instances, where patients who are barely admitted to hospital, lying in bed at the sickest and scariest times of their lives, are almost mobbed by administrative staff and case management about when they should be ready to go home (allied to all the talk about their insurance coverage and admission status, it’s enough to make almost anyone feel worse). This often unfortunately happens while they are still very unwell, feeling vulnerable, and have lots of questions about their illness.
Then there’s the telephone calls made to worried relatives on the day after admission, where there’ll be a lot of talk about these things, before the doctor has even had the chance to address the actual medical illness. What are we thinking?! When I see this happen, I usually try to distance myself from it and stay focused on what the patient’s medical problems are, reassuring them and their family that we won’t discharge them until they are feeling a lot better. It may be part of the job of hospital administration in today’s health care environment to get the discharge plan set in motion, but during the emotional time of an illness, we have to exercise a bit of tact in how we do this.
Many doctors also now inadvertently give the same impression, that it’s all about making their patients leave (rather than maintaining a focus on them feeling better first). This can be especially anxiety provoking for vulnerable elderly people, where we must make sure we are striking the right balance between wanting them discharged and not letting them feel like we don’t want them under our care. Collectively, we have to realize that we bear this responsibility for making our patients feel welcome.
To draw a comparison for a moment with other service industries. Take hotels and restaurants. I accept that these are places where people “want to be” as opposed to hospitals where “nobody wants to be”. However the same rules of politeness and respect still apply. Imagine that the very second you entered a hotel or restaurant you felt pushed by the staff and constantly inundated with the feeling that they want you to leave. Would you expect any such place to have good customer service ratings? Or what about at home, if you invited some guests over and then constantly kept reminding them of when they needed to leave? They will likely never come back to your house!
I’ll finish with this perspective: Ask many of your parents or grandparents what hospital care was like 30, 40, 50, 60 years ago, well before we all wore the badge of “patient satisfaction”. They may have had less medical wizardry available, but most of them will tell you that their care was just fine. They were comfortable, usually knew their doctor well, and most of all were allowed to recuperate peacefully without being constantly reminded about needing to leave. Somewhere in the tumultuous journey health care has been on in the last couple of decades or so, we forget these basic rules of courtesy.
Suneel Dhand, MD, ACP Member, is a practicing physician in Massachusetts. He has published numerous articles in clinical medicine, covering a wide range of specialty areas including; pulmonology, cardiology, endocrinology, hematology, and infectious disease. He has also authored chapters in the prestigious "5-Minute Clinical Consult" medical textbook. His other clinical interests include quality improvement, hospital safety, hospital utilization, and the use of technology in health care. This post originally appeared at his blog.
Contact ACP Internist
Send comments to ACP Internist staff at email@example.com.
- QD: News Every Day--Pocket ultrasound devices may ...
- Up in arms, up in smoke
- What is quality?
- Moronic morsels
- Gratuitous hand hygiene post: automated surveillan...
- QD: News Every Day--Breast cancer diagnosis can le...
- Vancomycin-resistant S. aureus (VRSA) update
- Adventures in caring and acting affordable
- Food for thought
- QD: News Every Day--Doctors leaning Democratic in ...
Members of the American College of Physicians contribute posts from their own sites to ACP Internistand ACP Hospitalist. Contributors include:
Albert Fuchs, MD, FACP, graduated from the University of California, Los Angeles School of Medicine, where he also did his internal medicine training. Certified by the American Board of Internal Medicine, Dr. Fuchs spent three years as a full-time faculty member at UCLA School of Medicine before opening his private practice in Beverly Hills in 2000.
And Thus, It Begins
Amanda Xi, ACP Medical Student Member, is a first-year medical student at the OUWB School of Medicine, charter class of 2015, in Rochester, Mich., from which she which chronicles her journey through medical training from day 1 of medical school.
Ira S. Nash, MD, FACP, is the senior vice president and executive director of the North Shore-LIJ Medical Group, and a professor of Cardiology and Population Health at Hofstra North Shore-LIJ School of Medicine. He is Board Certified in Internal Medicine and Cardiovascular Diseases and was in the private practice of cardiology before joining the full-time faculty of Massachusetts General Hospital.
Zackary Berger, MD, ACP Member, is a primary care doctor and general internist in the Division of General Internal Medicine at Johns Hopkins. His research interests include doctor-patient communication, bioethics, and systematic reviews.
Controversies in Hospital
Run by three ACP Fellows, this blog ponders vexing issues in infection prevention and control, inside and outside the hospital. Daniel J Diekema, MD, FACP, practices infectious diseases, clinical microbiology, and hospital epidemiology in Iowa City, Iowa, splitting time between seeing patients with infectious diseases, diagnosing infections in the microbiology laboratory, and trying to prevent infections in the hospital. Michael B. Edmond, MD, FACP, is a hospital epidemiologist in Iowa City, IA, with a focus on understanding why infections occur in the hospital and ways to prevent these infections, and sees patients in the inpatient and outpatient settings. Eli N. Perencevich, MD, ACP Member, is an infectious disease physician and epidemiologist in Iowa City, Iowa, who studies methods to halt the spread of resistant bacteria in our hospitals (including novel ways to get everyone to wash their hands).
db's Medical Rants
Robert M. Centor, MD, FACP, contributes short essays contemplating medicine and the health care system.
Suneel Dhand, MD, ACP Member
Suneel Dhand, MD, ACP Member, is a practicing physician in Massachusetts. He has published numerous articles in clinical medicine, covering a wide range of specialty areas including; pulmonology, cardiology, endocrinology, hematology, and infectious disease. He has also authored chapters in the prestigious "5-Minute Clinical Consult" medical textbook. His other clinical interests include quality improvement, hospital safety, hospital utilization, and the use of technology in health care.
Juliet K. Mavromatis, MD, FACP, provides a conversation about health topics for patients and health professionals.
Dr. Mintz' Blog
Matthew Mintz, MD, FACP, has practiced internal medicine for more than a decade and is an Associate Professor of Medicine at an academic medical center on the East Coast. His time is split between teaching medical students and residents, and caring for patients.
Toni Brayer, MD, FACP, blogs about the rapid changes in science, medicine, health and healing in the 21st century.
Vineet Arora, MD, FACP, is Associate Program Director for the Internal Medicine Residency and Assistant Dean of Scholarship & Discovery at the Pritzker School of Medicine for the University of Chicago. Her education and research focus is on resident duty hours, patient handoffs, medical professionalism, and quality of hospital care. She is also an academic hospitalist.
John H. Schumann, MD, FACP, provides transparency on the workings of medical practice and the complexities of hospital care, illuminates the emotional and cognitive aspects of caregiving and decision-making from the perspective of an active primary care physician, and offers behind-the-scenes portraits of hospital sanctums and the people who inhabit them.
Ryan Madanick, MD, ACP Member, is a gastroenterologist at the University of North Carolina School of Medicine, and the Program Director for the GI & Hepatology Fellowship Program. He specializes in diseases of the esophagus, with a strong interest in the diagnosis and treatment of patients who have difficult-to-manage esophageal problems such as refractory GERD, heartburn, and chest pain.
Mike Aref, MD, PhD, FACP, is an academic hospitalist with an interest in basic and clinical science and education, with interests in noninvasive monitoring and diagnostic testing using novel bedside imaging modalities, diagnostic reasoning, medical informatics, new medical education modalities, pre-code/code management, palliative care, patient-physician communication, quality improvement, and quantitative biomedical imaging.
William Hersh, MD, FACP, Professor and Chair, Department of Medical Informatics & Clinical Epidemiology, Oregon Health & Science University, posts his thoughts on various topics related to biomedical and health informatics.
David Katz, MD
David L. Katz, MD, MPH, FACP, is an internationally renowned authority on nutrition, weight management, and the prevention of chronic disease, and an internationally recognized leader in integrative medicine and patient-centered care.
Richard Just, MD, ACP Member, has 36 years in clinical practice of hematology and medical oncology. His blog is a joint publication with Gregg Masters, MPH.
Kevin Pho, MD, ACP Member, offers one of the Web's definitive sites for influential health commentary.
Michael Kirsch, MD, FACP, addresses the joys and challenges of medical practice, including controversies in the doctor-patient relationship, medical ethics and measuring medical quality. When he's not writing, he's performing colonoscopies.
Elaine Schattner, MD, FACP, shares her ideas on education, ethics in medicine, health care news and culture. Her views on medicine are informed by her past experiences in caring for patients, as a researcher in cancer immunology, and as a patient who's had breast cancer.
Mired in MedEd
Alexander M. Djuricich, MD, FACP, is the Associate Dean for Continuing Medical Education (CME), and a Program Director in Medicine-Pediatrics at the Indiana University School of Medicine in Indianapolis, where he blogs about medical education.
Rob Lamberts, MD, ACP Member, a med-peds and general practice internist, returns with "volume 2" of his personal musings about medicine, life, armadillos and Sasquatch at More Musings (of a Distractible Kind).
David M. Sack, MD, FACP, practices general gastroenterology at a small community hospital in Connecticut. His blog is a series of musings on medicine, medical care, the health care system and medical ethics, in no particular order.
Reflections of a Grady
Kimberly Manning, MD, FACP, reflects on the personal side of being a doctor in a community hospital in Atlanta.
The Blog of Paul Sufka
Paul Sufka, MD, ACP Member, is a board certified rheumatologist in St. Paul, Minn. He was a chief resident in internal medicine with the University of Minnesota and then completed his fellowship training in rheumatology in June 2011 at the University of Minnesota Department of Rheumatology. His interests include the use of technology in medicine.
Technology in (Medical)
Neil Mehta, MBBS, MS, FACP, is interested in use of technology in education, social media and networking, practice management and evidence-based medicine tools, personal information and knowledge management.
Peter A. Lipson,
Peter A. Lipson, MD, ACP Member, is a practicing internist and teaching physician in Southeast Michigan. The blog, which has been around in various forms since 2007, offers musings on the intersection of science, medicine, and culture.
Why is American Health Care So Expensive?
Janice Boughton, MD, FACP, practiced internal medicine for 20 years before adopting a career in hospital and primary care medicine as a locum tenens physician. She lives in Idaho when not traveling.
World's Best Site
Daniel Ginsberg, MD, FACP, is an internal medicine physician who has avidly applied computers to medicine since 1986, when he first wrote medically oriented computer programs. He is in practice in Tacoma, Washington.
Other blogs of note:
American Journal of
Also known as the Green Journal, the American Journal of Medicine publishes original clinical articles of interest to physicians in internal medicine and its subspecialities, both in academia and community-based practice.
A collaborative medical blog started by Neil Shapiro, MD, ACP Member, associate program director at New York University Medical Center's internal medicine residency program. Faculty, residents and students contribute case studies, mystery quizzes, news, commentary and more.
Michael Benjamin, MD, ACP member, doesn't accept industry money so he can create an independent, clinician-reviewed space on the Internet for physicians to report and comment on the medical news of the day.
The Public Library of Science's open access materials include a blog.
One of the most popular anonymous blogs written by an emergency room physician.