The perspective of the patient is by far the most important determinant as to whether an adverse event has occurred. Healthcare professionals have to take all of their actions into consideration when it comes to patient care. It is also helpful to see it from the patient's point of view. Healthcare professionals are "at home" whent they are at healthcare facilities. This is not always the case for patients. Some individuals fear having to go to the hosptial or doctor's office. Patients may also regard situations differently and judge their relative importance. For this reason it is extremely important for all clinicians involved in a particular patitent's care to explain the steps that are taking place to the patient. The patient is ultimately first and should be the center of all decisions that are being made. Therefore, it is appropriate to repsect the patient and build a relationship with the patient.
An example of this is that when an adverse action takes place, it would be possible that the healthcare professionals of a facility will try to hide the incident. This will only demonstrate dishonesty and the patient will perceive this behavior as a red flag that the facility cannot be trusted. Many patients who have filed malpractice lawsuits in order to be able to find out the facts surronding their care (Ransom, 2008). This is also the route that had to be taken in order for the patient and their family to recieve an apology. The cultural change that is definitely needed is that the patient and their family should be involved throughout the entire process (Ransom, 2008).
Working at a hospital, I have had various experiences that truly highlight why a patient's perspective is the essential aspect of whether or not an adverse event has taken place. The incidents that are reported to the Risk Management Department at the hospital mostly come from patients. For this reason, the patient's perspective matters. In order for the healthcare professionals to ensure a positive experience, this must be taken into account. The hospital exists for the sole purpose of providing quality care to the patients. For this reason, the patient's opinions and concerns should always be addressed. The necessary steps should always be taken to ensure that care is given that satisfies the patient and their family.
Reference:
Ransom, Elizabeth. (2008). The Healthcare Quality Book. Chicago, IL: Health Administration Press.
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Kiersten,
ReplyDeleteI agree that the patient's opinion about their care is important. Their perception of care is evidence of how well they understood the physician, treatment, and potential follow up visits. Healthcare providers should build a positive patient relationship to ensure quality and how well the health care provider was able to convey intended message.