Architect Bruce Knepper designs healthcare facilities for a living, but in a blog for his company's website, he wrote that he gained valuable insight about the patient experience after he was admitted to a hospital he helped to create.
Knepper, Stantec’s vice president of Healthcare East, wrote that as a designer, he thought "all a patient needed was a well thought-out and appointed environment." As long as the spaces were clean, well lit, and a comfortable temperature, the patient would be satisfied.
But after his admission, Knepper said he felt nervous about handling all the questions that come with a hospital stay. And he felt silly and disrespected when wearing a traditional hospital gown.
What was missing from his stay: a feeling of control, a sense of dignity and adequate communication. Staff that actively engages with patients and discusses procedures with them can make them feel more at ease. Honesty and directness go a long way, Knepper wrote.
Here are some other ways hospitals can improve the patient experience:
- Explain procedures and what is happening every step of the way. Doctors and nurses should introduce themselves to the patient and family every time they walk in the patient's room. And they should carefully explain what they are doing as they are doing it.
- Use the teach-back method. Instructions to patients can be confusing, and may be misinterpreted. Use the teach-back method to ensure patients understood potentially complex discharge instructions.
- Maximize comfort for families. This can be especially important when patients are children, FierceHealthcare previously reported, as parents may be spending days at their child’s bedside. Offer chairs that may pull into beds, and even meals if needed.
- here’s the blog post