Oh dear, what have I done? Today´s lesson is nothing less than an understanding of the impossible thing I´m about to do. How on earth am I going to measure patient satisfaction during endoscopic procedures? My ambition is to achieve a standard for measuring patient satisfaction in the name of quality assurance and by that create a tool for quality improvement.
Fred Lee in this TEDx talk is excellent and fun when he describes an experience of taking a blood sample. (Let me get this straight – I don´t fancy Fred Lee´s old fashion description of him being a manly male and us being female nurses categorized into gentle vs. rough but if you see beyond that I totally get his point.) So this is how it goes, at first he meet “the good nurse” rough Rudy who concentrates on her task and accomplish it without any vital errors. Afterwards he describes another encounter with “the great nurse” gentle Cherie. She mastered the task of taking a blood sample in a different more compassionate way, where she cared for the person in front of her. The patient, Mr Lee´s perception of the two meetings was an example of how good went into great and of course he want caring gentle Cherie to come for tomorrow mornings blood sample.
He also makes an comparison with a trip to Disney world… it was good but not fun. Guess we all want a trip to Disney world to be more than good and, if I´ve understood the point of this video, we in the health care business ought to think the same. Our patients are supposed to experience something satisfying in their encounter with us.
The father of quality – Edward Deming – is quoted in the video:
If you can´t measure it, you can´t improve it. But, the most important figures one needs for management are unknown and unknowable.
The question of how do you measure the effort of going from good to great in patient perceptions still remains and that will be my headache for eight looong years 😉