In the interim, let’s also be clear that achieving great patient satisfaction is not rocket science. There are simple tactics that emergency physicians can implement, most of which take no more time than we currently spend, and that lead to an improved perception of care. Those tactics include: 1) introducing ourselves and our roles and acknowledging everyone in the room; 2) sitting down at the bedside; 3) using key words to communicate our caring; 4) always estimating for patients how long the ED visit will take and saying it will take longer than we believe it will take (we create expectations that we can then exceed); 5) ending the patient interaction with, “What questions do you have for me? Is there anything you would like for me to go over again?”; and 6) calling back patients who are discharged home within 48 hours to see how they are doing clinically and to ensure that they understood their home-care instructions and are following your recommendations.

Let us not bristle at the thought of the words, “patient satisfaction.” Most of us became physicians because we want to help people and we want to have purpose in our lives and do worthwhile work. If improved communication with patients leads to improved adherence to our recommendations for treatment, and therefore to improved clinical outcomes, we should be all for it.

Dr. Kaplan is director of service and operational excellence at CEP America Emergency Physician Partners and medical director of the Studer Group. He is a member of the ACEP Board of Directors.

References

1. Fenton JJ, Jerant AF, Bertakis KD, et al. The cost of satisfaction: a national study of patient satisfaction, health care utilization, expenditures, and mortality. Arch Intern Med. 2012;172:405-411.
2. Falkenberg K. Why rating your doctor is bad for your health. Forbes. January 21, 2013.
3. Zolnierek KB, Dimatteo MR. Physician communication and patient adherence to treatment: a meta-analysis. Med Care. 2009;47:826-834.
4. Doyle C, Lennox L, Bell D. A systematic review of evidence on the links between patient experience and clinical safety and effectiveness. BMJ Open. 2013;3:e001570.
5. Hojat M, Louis DZ, Markham FW, et al. Physicians’ empathy and clinical outcomes for diabetic patients. Acad Med. 2011;86:359-364.
6. Ratanawongsa N, Karter AJ, Parker MM, et al. Communication and medication refill adherence: the Diabetes Study of Northern California. JAMA Intern Med. 2013;173:210- 218.