Patient Experience newsletter, February 2019

Monthly updates from the Office of the Patient Experience

Enhancing care with the Provider Communication Program

Providers, attend an evidence-based training session to enhance relationships with patients without adding time to your schedule. Multiple session dates are available through June, consisting of a single six-hour interactive workshop followed by two follow-up observations. Details at the link above.

Sign up for Excellence Every Time: April and September dates added

Join us for a program about how safety, quality, and connection create the optimal patient experience. Morning and afternoon sessions will be held on Tuesday, April 9; Wednesday, April 10; Tuesday, Sept. 24; and Wednesday, Sept. 25, at the Coralville Marriott. Details at the link above.

Recent patient comments about being included in decisions

  Positive

  • “They all work together as a team to give me great care while giving me the most up to date information so I can make the best medical decisions for me and my family.”
  • “My husband was included and consulted on the important decisions concerning my treatment.”
  • “My wife was involved in the decisions that were made.”
  • “That they let us choose to accept or decline the decision they thought would be best for you.”
  • “Great staff, they made every effort to include us … in decisions and in his care as was possible. He was not just a patient, he was an individual with unique needs.”
  • “[Doctor] is great at explaining, seeking input from the patient, and always explains any options thoroughly while allowing the patient time to decide how we want to proceed.”
  • “I was 100 percent confident in my doctor and trust his plan. He let me make decisions regarding follow up and was accommodating with our schedule since we had a long drive.”
  • “Provider spent a lot of time explaining my health options to help me make an informed decision.”

  Missed the mark

  • “Not too much inclusion on decisions.”
  • “I responded [that] care provider effort to include me in decisions about my treatment were poor — if I hadn’t questioned or requested she look at certain marks on my body; she basically ignored them.”
  • “I was involved in discussions of my headaches (side condition) but not listened to, but they have limitations, I suppose.”
  • “That the doctors and staff remembered that they are still minor children, and parents need to be informed and involved.”
  • “I felt totally ignored during this visit and felt it was a waste of time.”
  • “Provider talked down to me and was incredibly rude. She interrupted me continuously, and ignored me when I said I did have a health concern I wanted to discuss. She cut me off and changed the topic.”
  • “Improve the doctor parent communication about future treatment/plan.”
  • “My need for information to make informed decisions was not addressed. Information provided was often countered by opposite information hours or days later.”

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