Serious Lessons Learned from Occupational Medicine Leaders

Occupational Medicine and Urgent Care: Patient feedback is a Gift.

One of the toughest challenges in life is to learn from our critics. But we all know that there is almost always an element of truth in even the nastiest criticisms. In the realm of occupational medicine, every episode of patient feedback—the good the bad and the ugly—is an opportunity to discover weaknesses, correct them and then turn your weaknesses into strengths in your occupational medicine program. Feedback provides insight into what you are doing well and, just as importantly, what needs to be improved.

A patient satisfaction survey is the most basic tool in getting feedback from patients. In order to get high patient participation, the survey must be quite simple, so it need not be a cumbersome undertaking. Just a few key questions will provide a view of your clinic allowing you to develop a plan of action to improve your practice. Ask patients to respond on a scale of 5 (strongly agree) to 1 (strongly disagree). Here are a few recommended survey items:

• The urgent care receptionist was friendly and competent?

First impressions are lasting impressions. The reception area is where your patients begin the clinic experience, and it is here that patients begin to judge the quality of your urgent care. It is essential that your reception staff is personable, well trained and able to handle confidently even the complicated permutations in care that arise in occupational medicine. Does the receptionist smile? Smiles invite and erase negative perceptions. Does the receptionist know who to call for to get approval for treatment? Does the receptionist know what tests will be needed? Much of this will happen because you have put systems in place to empower the receptionist with the proper protocols, tools and training for excellence in occupational medicine.

• The urgent care nurse (or other clinic team member) was friendly and competent?

The basic social interaction of smiling, shaking hands, looking the patient in the eye and introducing yourself speaks volumes for your clinic. Believe it or not, many people (even highly-educated people) have not learned good habits in basic social graces from their parents or schools. It is amazing how often urgent care centers train staff to start IVs, give injections, perform EKGs; but these centers forget to train staff to smile and introduce themselves. Of course, excellent training in occupational medicine is critical, but don’t forget that staff gets busy and distracted. Staff needs to be reminded that patients (especially occupational medicine patients) are often nervous and concerned about their visit to the urgent care. Staff can do much to make the visit go more efficiently with the simply calming influence of a smile, an introduction and a calm, kindly demeanor.

• The time I spent at Acme Urgent Care Center was acceptable?

Our experience has told us that patients generally expect to be discharged from the urgent care within one hour after the time of arrival at the clinic. That means that your urgent care center will need to have efficient systems in place for patient registration, clinical evaluation, treatment and discharge. During that time, the patient will have interactions with much of your staff. For patient flow to run smoothly at your clinic, all of your staff needs to understand their responsibilities and how each position and function leads into another.

• I would recommend Acme Urgent Care Center to my friends and family?

No amount of marketing will provide as much value as community buzz. The referral says I have been at this clinic and I trust their care. The minute the referral speaks you name you become a known entity. Maximize the use of the referral process.

Remember to listen to the patient. They are your partner in providing excellent healthcare services.

Wishing you great success.
January 2009