Our patient satisfaction survey tells us directly what we are doing well and where we have room for improvement. In reading the comments patients make on this survey, I continually see that it is your kindness and warmth that patients recognize, that makes one person stand apart from the rest. Patients remember and describe the little things, the little acts of kindness. Letters from patients and families also tell us how things are going. Often the same event can be a positive or a negative experience-how staff have interacted with the patient and family determines the outcome.
Staff can ease a delay by communicating what is happening and thinking about the patient's comfort.
That same delay can be frustrating and anxiety provoking when no one takes the time to update the patient or offer something to drink or eat. Our Patient and Visitor Relations staff can tell you how important these small acts are. Through the Gold Star program, now run jointly by the Patient and Visitor Relations department, the PDC Customer Service Department, and the Operations Improvement office, patients and families have a chance to tell us who they recognize as being helpful, friendly, attentive, and caring. Take note of those gold stars your colleagues are wearing. You have seen some of your colleagues acknowledged on our Kudos boards and in the future we will be spotlighting more of you.