Imagine: After several days of apprehension and many sleepless nights, the appointment you’ve dreaded has arrived. Years of needle phobia topped with too many experiences that lacked patient comfort measures, like topical anesthetic spray for injections beforehand, have left you fearful and stressed for even routine visits. You follow your orthopedist’s friendly office assistant into a brightly-lit examination room smelling of disinfectant, and reluctantly remove your jacket. Your ailing shoulder is exposed, and now you’re one step closer.
“Doctor Jones will be with you shortly,” the staff member says. She closes the door as she disappears into the hall.
You begin to feel the familiar rush of anxiety. It starts in the pit of your stomach, and spreads up through your shaking hands. “Not again,” you say to yourself as you fight to suppress the overwhelming panic. Your throat becomes tight and your thoughts become fogged.
Most of us are accustomed to seeing customer experience surveys from businesses like cable companies, retailers and automotive service centers. Days after you’ve purchased a product or paid for a service, you’ve probably received an email or automated phone call asking you to rank your satisfaction and share your comments. For many years, businesses have relied on customer feedback to measure success and improve processes. Today, however, you’ll begin seeing surveys from an unlikely source: your hospital.
In the fast-paced environment of the emergency room, every second counts. From sprained ankles to minor lacerations to heart attacks, ER nurses are on the front line, and under pressure to provide care that is appropriate, efficient and compassionate.
