Improving Customer Service in the Emergency Room

Improving Customer Service in the Emergency Room

Hospitals, and especially emergency rooms, just like other customer-oriented business, are subject to the personal opinions of those who use the services offered. The level of satisfaction may not have a direct effect on the hospital’s reimbursements. However, the emergency rooms are a source of significant revenue, especially for hospitals attached to emergency rooms. That means that a proper emergency room can have a significant positive effect on the well-being of how a hospital is run.

If you work in an emergency room, here are some of the top tips that can help you improve the level of service and satisfaction to customers. We at have tried all of them, and they work exceptionally well.

Take a little time as possible before attending to patients

The main complaint at emergency rooms is that wait times to see doctors are usually quite long. To reduce this dissatisfaction, we recommend you make it as easy as possible for patients to see the doctor.

To set the expectation of short periods to see the doctor, be in the room when the nurse first begin assessing the patient. Be assured that the nurse and the patient will notice this. It will prove crucial to a positive experience for the patient.

Always introduce yourself and your full titles

Another common problem that most patients face is that they deal with a wide array of staff while at the emergency room. Sometimes, they end up living the emergency room not knowing whether they saw the doctor or not. To fix this, ensure that everyone takes a few seconds to give an introduction. They only say their name and what their position in the ER is in regards to your condition.

Take a moment to apologise

The primary complaint that patients have is how long the wait times can be. Even when the wait was not that long, take a moment to imply that you are sorry for making them wait. Most of them are already used to waiting for over half an hour. An apology will prove quite useful to them. It helps to calm them down and reduce their frustration.

Sit at the bedside

Some studies have shown that if the medical provider sits by the bedside instead of standing, the patient sees the doctor as having spent more time with them. It is true even when the time is the same as when standing. By sitting down, you and the patient are at the same level, which lets the patient feel relaxed. This relaxation causes them to perceive time as passing by slower.

Make an effort to communicate with everyone

Most family members often complain that the doctor never bothers to look at them or even say hello to them. Make it a point to make eye contact with the family and also tell them whom you are. Besides that, smile at them. This action denotes some level of courtesy and respect for them. It helps to improve patient satisfaction levels in the ER.

Ensure you make eye contact

When speaking to patients, do not stare at the chart or the notebook. Look at a patient in the eye when asking them questions. Besides that, ensure that you listen to them. It is only afterwards should you enter data in the chart. Acting in this manner shows them you are not ignoring them.

Never skip the physical exam

Even when you can make a diagnosis without listening to their heart and lungs, patients feel good when you take a moment to listen to their lungs and heart. It makes them feel like they are getting the right kind of care they deserve.

Show some concern for your patients

Take a moment to stop by the patient’s bed as you pass by to see if they need something. If you find any new family members, make an effort to introduce yourself. It will only take a second, but it will have a significant impact on their satisfaction levels.

Always explain what you are thinking

When making the diagnosis, always include the patients in the process. Tell them what you think it might be and how you plan to narrow it down. Let them know if you anticipate that a patient will require hospitalisation or will be discharged immediately.

Explain the results of any tests

When the lab completes the tests, you will use them to make your decision. Before doing that, use the information to explain to the patients how you came to your conclusion. Explain to them what the figures mean for the patient and what that implies for their health.

After that, take time to respond to any issues that patients present. After answering questions, ask them if they have any more questions. Keep doing this until you feel they have no further questions to ask you. Additionally, you can ask them if there is something that could have been done to improve their experience.