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Communications. Clear, plain, frequent communications.

Of the five things we can do to make patients satisfied with their care, the top two involve communications.

“The way nurses and doctors communicate is absolutely key,” said Dr. Ginette Rodger, Senior Vice-President of Professional Practice and Chief Nursing Executive. “For example, anyone shall answer a call-bell and no patient or family should wait at the desk and be ignored.” If nurses or clerks are busy, any staff member can respond.

“They were avid listeners who took the time to ‘really listen’ to concerns, no matter how busy they were,” said Paulette Diotte, the patient who nominated B2 General Surgery for the Team Nursing Award. “They always introduced themselves….They took time to explain procedures and treatments and rounded hourly, which was reassuring to me and my family. The care board in the room enabled me to remember the nurses’ names, keep in touch with reality and reassure me.”

“We sometimes use doctor-speak,” said Dr. Alison Dugan. “I really try to speak in a language that can be understood by patients. I try not to use medical terminology.” She said patients also need to feel that they’ve been heard. “I repeatedly ask ‘Do you have any more questions?’ so they feel there’s time to ask and I’m not trying to rush out of the room.”

Along with communications, other factors that help satisfy patients include pain control, smooth transitions from one part of the hospital to another, and a quiet healing environment. TOH launched the “Good night. Great care.” campaign in December, with quiet hours announced from 9 p.m. to 7 a.m. and tips for staff to reduce the noise overnight.

Did you know?

Yearly patient-satisfaction surveys are now required by the government. The latest survey shows:

• 79% of patients would recommend TOH
• 46% of patients rate TOH as excellent

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