For my self directed placement, I was involved in the administration of a patient satisfaction survey for people on the medical and surgical wards at a hospital. The survey was based upon the physiotherapy services provided, and required a patient to rate and comment on the quality of service, the facilities available and the staff demeanour. From the responses received, it was surprising to see that there were people who were really dissatisfied with the quality of physiotherapy provided. Even more surprisingly, some of the dissatisfaction centred on the poor correlation of information and communication between the doctors, nursing staff and physios. Also, a few patients were unaware they were even being seen for physio, and rather just stated they were only given breathing and upper limb exercises.
Taking from this information, it just shows how important it is to properly educate a patient regarding the purpose of their exercises, and the role of physiotherapy in their care. It is also important to ensure there is appropriate communication between all members of the health team, and that the patient is kept informed of any appropriate communications.
I guess we’re at an advantage, as being a student, we were always been encouraged to thoroughly educate and explain to a patient what we will be doing. However, as you enter the “real” workforce next year, try and remember these few pointers and keep them in your clinical practice. By doing so, you will have more satisfied patients and staff, and therefore receive better results and compliance from your patients. I know I will be trying to keep this in mind.
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2 comments:
I couldn't agree more. I had the same experience when a patient from the ward I was in got transferred to the rehab ward. The very next day after the transfer, the patient's mother came back to our ward and was requesting that we see her mom instead of the physios there because they were very dissatisfied with the treatment they're providing. The mom was even in tears because of frustration. So you're right, we are at an advantage and we should keep communicating with the patient about our treatment most especially.
Really highlights the need to introduce yourself and your role. I dont think anyone likes to hear of a disastified pt. Alot of focus is spent on introductions in 1st year but it appears this could be lost after graduating. All have a responsibilty in promoting our profession
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