Ancillary Services Can
Exceed Patient Expectations

"It's amazing how easily the little things move EDs from "good" to "very good" in patients' perception of care in the ED," explains Dr. Richard Gwinn, Medical Director of Sharp Reese-Steely Urgent Cares in San Diego. "The top of the bell curve in patient satisfaction is very sensitive to small changes." To exceed patient expectations, it's important to treat more than just the person's medical condition, he adds. We must address their ancillary concerns, which may included anxiety, discomfort, waiting time, and other personal preferences. Here's how to do it:

Decrease Turnaround Times with a Radiology Transporter
With a shortage in radiology technicians in some regions and patient expectations for superior service at an all-time high, some hospitals are using a dedicated transporter to cut x-ray orderto- results turn around time (and costs) in the ED while providing the personal care patients seek.

The transporter has a very important role: to deliver patients to the radiology tech so the technician doesn't waste valuable time collecting and returning patients to the ED. Instead, he can "stand and shoot" films all day. Meanwhile, the best transporters wow patients when they offer blankets and "footies" just out of the blanket warmer to patients before they transport them. (You will see the smile on the patient's face when the footies come out!) Such patients are highly unlikely to ever visit a different ED in the future. They are loyal.

When the ED at Sacred Heart Pensacola put in a dedicated transporter, they reduced film turn around time from 60 to 30 minutes. By reducing patient wait time by that half hour, they improved patient satisfaction and created virtual bed space to grow ED volume.

Use the Five Fundamentals of Patient Communication (AIDET^SM)
Studer Group's "AIDET^SM" (Acknowledge-Introduce-Duration-Explanation-Thank) helps employees remember the five fundamentals of patient communication. Here's how it works with ancillary services:

Lab technicians: When a white-coated lab tech briskly opens a door and starts to draw blood, patient anxiety skyrockets. Instead, knock before entering. Then acknowledge the patient by saying, "Hi, I'm Theresa, the lead lab technician. I've worked here at the hospital 15 years and have done thousands of these procedures. I'm going to draw your blood today so Dr. Smith can review your lab results. It will take about five minutes to draw the blood and then about 40 minutes to get your lab results back. We're committed to your safety here so I am checking your arm band." After theprocedure, thank the patient for choosing your ED.

Transporters: "Hello, I'm Scott, your transporter to radiology. Your x-ray
today should take about a half hour. I want to make sure you stay warm and comfortable so I'd like to put a blanket on you if that would be comfortable for you. Thanks for..." (A side note: Every patient's preferences are different. Ask permission when offering comforts, rather than telling a patient what you are going to do.)

Registration: Registration staff are often a patient's first impression of the ED. Make sure they radiate professionalism (by the way they dress) as well as compassion. We suggest, "Hi, I'm Sandy. I'm going to enter your vital information into the computer. This will take about three minutes. I'm sure you're not feeling very well so my goal is to get you care quickly. There are two people ahead of you, but is there anything I can do for you while you wait?" Then thank the patient.