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Patient Satisfaction In The Pediatric Emergency Department - $49.00
Patient Satisfaction In The Pediatric Emergency Department provides the reader with evidence-based concepts that can be easily integrated into the daily clinical practice of emergency medicine.
With Patient Satisfaction In The Pediatric Emergency Department, you’ll be able to:
- Effectively use patient satisfaction surveys, patient/parent advisory groups, and customer service liaisons to monitor your patients’ experience in the ED.
- Effectively monitor your patients’ satisfaction to ensure that their needs are not overlooked.
- Ensure that negative perceptions of care are not created.
- Ensure that initiatives are created to implement to ensure effective, safe, efficient, timely, and equitable care.
Table Of Contents
- • Introduction
- • Patient, Client, or Customer?
- • How Do Physicians Respond To Customer Service Feedback?
- • Reasons To Enhance Overall Patient Satisfaction
- o Patient Satisfaction And Effective Clinical Care
- o Patient Satisfaction And Litigation Risk
- o Patient Satisfaction And Staff Satisfaction
- o Patient Satisfaction And Fiscal Success
- • Fostering Patient-Centered Care In Medical Trainees
- • Patient Satisfaction In Pediatric Emergency Medicine
- • Sources Of Input
- o Unsolicited Patient Feedback
- o Solicited Patient Feedback
- Telephone Surveys
- Mailed Surveys
- Other Tools
- • Customer Service Liaisons
- • Patient Rounds By ED Leadership Team
- • In-house Suggestion Card
- • Customer Feedback Page
- • Staff Reminders
- • Discharge Callback Process
- • Factors That Correlate With Patient Satisfaction
- o Length Of Stay (LOS)
- o Effective Communication
- o Demographic Variables
- Daily And Seasonal Variations
- Acuity
- Pain Management
- Physician Gender
- Physicians In Training
- • Figure 1. Electronic Medical Record Login
- • Figure 2. Patient Call Back Effect On Customer Service Scores
- • Figure 3. Emergency Service Scores – High Correlation
- • Figure 4. Emergency Service Scores – Low Correlation
- • Figure 5. Customer Service Rankings After Multiple Initiative
- • Conclusion
- • References
- • CME Questions
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Authors
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Naghma S Khan, MD
Division Director, Pediatric Emergency Medicine, Emory University School of Medicine, Children’s Healthcare of Atlanta, Atlanta, GA
Melissa S Madden, MD
Guest Services Coordinator, Emergency Services, Children’s Healthcare of Atlanta, Atlanta, GA
John S Misdary, MD
Fellow, Pediatric Emergency Medicine, Emory University School of Medicine, Atlanta, GA
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Peer Reviewers
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Alson Inaba, MD, FAAP, PALS-NF
Pediatric Emergency Medicine Attending Physician, Kapiolani Medical Center for Women & Children; Associate Professor of Pediatrics, University of Hawaii John A. Burns School of Medicine, Honolulu, HI; Pediatric Advanced Life Support National Faculty Representative, American Heart Association, Hawaii and Pacific Island Region
Mike Witt, MD, MPH, FACEP, FAAP
Medical Director, Pediatric Emergency Medicine, Elliot Hospital, Manchester, NH
Number of pages: 20
Number of CME credits: 4 AMA PRA Category 1 CreditsTM