2.50
Hdl Handle:
http://hdl.handle.net/10755/162881
Type:
Presentation
Title:
Quality Service: Responding to Customers In the Emergency Department
Abstract:
Quality Service: Responding to Customers In the Emergency Department
Conference Sponsor:Emergency Nurses Association
Conference Year:2003
Author:Pacy, Tara, RN, BA, CEN
P.I. Institution Name:Fletcher Allen Health Care
Contact Address:111 Colchester Avenue, Burlington, VT, 05401, USA
Contact Telephone:802/847-3645
Co-Authors:Deb Smith-McMahon, RN, BSN; Phyllis George, RN; Rick Watters, RN, PhD; and Kathy Karg, RN, BSN
Clinical Topic: Restructuring in health care systems, rising costs of supplies and services, and increasing expectations by consumers has given rise to quality service issues. Health care professionals understand consumers? perceptions of quality service and develop practices to support quality customer service. Based on patient complaints, response time, and lack of understanding by patients and families about available services, and average patient satisfaction survey results in the emergency department (ED), it became evident to staff that we needed to improve our quality of customer service. The purpose of this clinical project was to design and implement practices to improve customer service as demonstrated by an increase in patient satisfaction scores. Implementation: A multidisciplinary team comprised of nurses, quality improvement consultants, and representatives from Patient Relations and medical staff in the ED examined their patient satisfaction data to determine the quality of its customer service. Based on the data, communication between health care professionals and a review of the literature on customer service, a number of practices were identified to improve customer service in the ED. Steps to implementation involved developing a proposal, obtaining administrative approval, creating brochures, scripts, etc, and targeting measurable outcomes. Practices to improve customer service included a brochure to educate patients about ED services, follow-up telephone calls, responses to patient complaints, explanations of wait times and scripting of staff communications. A first impression checklist was completed by staff to assess their knowledge about customer service. This checklist is a self-evaluation instrument that focuses on customer related perceptions of quality service. Outcomes: Results of this clinical project indicated that evidence-based practices improved customer service in the ED. For example, educating patients and families about available services in the ED, conducting follow-up telephone calls with patients, explaining wait times to patients. Patient satisfaction scores rose by 10% in the first year. However, during the following 18 months, patient satisfaction scores did decline. Recommendations: This project reinforces the importance of designing and implementing as well as revising effective practices on a regular basis to create a quality service environment. In addition, research must be conducted to determine the impact of these evidence-based practices on both customers and health care professionals. In light of these results, evidence-based practices will be once again formally introduced to the health care professionals in the ED. Data from the first 6 months will be available in August 2003. [Clinical Poster]
Repository Posting Date:
27-Oct-2011
Date of Publication:
17-Oct-2011
Sponsors:
Emergency Nurses Association

Full metadata record

DC FieldValue Language
dc.typePresentationen_GB
dc.titleQuality Service: Responding to Customers In the Emergency Departmenten_GB
dc.identifier.urihttp://hdl.handle.net/10755/162881-
dc.description.abstract<table><tr><td colspan="2" class="item-title">Quality Service: Responding to Customers In the Emergency Department</td></tr><tr class="item-sponsor"><td class="label">Conference Sponsor:</td><td class="value">Emergency Nurses Association</td></tr><tr class="item-year"><td class="label">Conference Year:</td><td class="value">2003</td></tr><tr class="item-author"><td class="label">Author:</td><td class="value">Pacy, Tara, RN, BA, CEN</td></tr><tr class="item-institute"><td class="label">P.I. Institution Name:</td><td class="value">Fletcher Allen Health Care</td></tr><tr class="item-address"><td class="label">Contact Address:</td><td class="value">111 Colchester Avenue, Burlington, VT, 05401, USA</td></tr><tr class="item-phone"><td class="label">Contact Telephone:</td><td class="value">802/847-3645</td></tr><tr class="item-email"><td class="label">Email:</td><td class="value">tara.pacy@vtmednet.org</td></tr><tr class="item-co-authors"><td class="label">Co-Authors:</td><td class="value">Deb Smith-McMahon, RN, BSN; Phyllis George, RN; Rick Watters, RN, PhD; and Kathy Karg, RN, BSN</td></tr><tr><td colspan="2" class="item-abstract">Clinical Topic: Restructuring in health care systems, rising costs of supplies and services, and increasing expectations by consumers has given rise to quality service issues. Health care professionals understand consumers? perceptions of quality service and develop practices to support quality customer service. Based on patient complaints, response time, and lack of understanding by patients and families about available services, and average patient satisfaction survey results in the emergency department (ED), it became evident to staff that we needed to improve our quality of customer service. The purpose of this clinical project was to design and implement practices to improve customer service as demonstrated by an increase in patient satisfaction scores. Implementation: A multidisciplinary team comprised of nurses, quality improvement consultants, and representatives from Patient Relations and medical staff in the ED examined their patient satisfaction data to determine the quality of its customer service. Based on the data, communication between health care professionals and a review of the literature on customer service, a number of practices were identified to improve customer service in the ED. Steps to implementation involved developing a proposal, obtaining administrative approval, creating brochures, scripts, etc, and targeting measurable outcomes. Practices to improve customer service included a brochure to educate patients about ED services, follow-up telephone calls, responses to patient complaints, explanations of wait times and scripting of staff communications. A first impression checklist was completed by staff to assess their knowledge about customer service. This checklist is a self-evaluation instrument that focuses on customer related perceptions of quality service. Outcomes: Results of this clinical project indicated that evidence-based practices improved customer service in the ED. For example, educating patients and families about available services in the ED, conducting follow-up telephone calls with patients, explaining wait times to patients. Patient satisfaction scores rose by 10% in the first year. However, during the following 18 months, patient satisfaction scores did decline. Recommendations: This project reinforces the importance of designing and implementing as well as revising effective practices on a regular basis to create a quality service environment. In addition, research must be conducted to determine the impact of these evidence-based practices on both customers and health care professionals. In light of these results, evidence-based practices will be once again formally introduced to the health care professionals in the ED. Data from the first 6 months will be available in August 2003. [Clinical Poster]</td></tr></table>en_GB
dc.date.available2011-10-27T10:35:44Z-
dc.date.issued2011-10-17en_GB
dc.date.accessioned2011-10-27T10:35:44Z-
dc.description.sponsorshipEmergency Nurses Associationen_GB
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