What Quality Means to Me!

Quality is seen as a complex term in which almost all patients will have a unique definition. Personally, I believe that quality care is going to give me the best outcome and make me overall happy. There are various aspects that come into play when it comes to making patient happy. Patients want healthcare that ties into theirlifestyle, fits their needs and preferences and of course does not cause harm. Patients want to feel safe and know that they are being put first. In order for facilities to ensure that this quality standard is met, it is pertinent that a relationship is formed between the patient and clinician (Ransom, 2008). Patients also want to go to the facilities that provide "better" care. For some patients better care is described as the facilities that have the most amenities and are able to provide the latest in technological support (Ransom, 2008). Another important aspect in defining the highest quality of care is that patients want to have a continuum of services. Patients need physical support as well as mental and emotional support. Of course, factors that are considered to be quality care can change throughout the years. Healthcare facilities must have systems in place to measure quality. The only way to ensure that the quality metrics are accurate is to evaluate them and make adjustments whenever it becomes necessary. This was the reports are leading to improvements in the care that is received.

I have two very different experiences that I have had as a patient. When I turned eighteen, I had to find a new primary care physician. I went to a physician that my friend recommended. Upon entering the Family Medicine physician's office, I was shocked. The office looked as if it had not been cleaned in months. The medical assistant who greeted me was warm and welcoming. However, I had already taken on a negative attitude due to the appearance of the office. I waited for about an hour and a half before I was called in to the back. The nurse did not explain to me the details of what my visit would be like. When the physician came in, he did not greet or introduce himself to me even though I was a new patient. The physician then proceeded to ask me detailed medical questions and began to giggle. I felt uncomfortable and unsure of what it had to do with my visit. I asked questions and they went unanswered. It was obivous that they physician was overwhelmed and could not handle the patient load. In an effort to improve quality the physician should not have scheduled so many patients by himself. Also, it may be a good idea to consider getting a partner if there is an increased need in the community. The physician order some blood work and a few tests at the lab. After a few weeks, I contacted the office in regards to my results. At first no one seemed to know what I was talking about. Finally, another person came on the phone and told me that the lab is usually unreliable when it comes to sending back the results and were not sure if they received it back. However, the lady said that if something was wrong at tha lab I would have heard back so there is no need to worry. What is wrong with this picture? If the results have not been sent to the physician for him to review, then there is no way to know whether there is a problem or not. I was frustrated and disappointed that this is the type of care that the community is receiving. This is an example of poor quality care.

On a more positive note, I had a wonderful experience when I went to Celebration Dental to have my wisdom teeth removed. During the consultation, I was able to meet the dentist who would be performing the procedure. He immediately built a rapport with me. My X-Rays were shown and discussed with me. All of my questions and concerns were thoroughly addressed. The day of the procedure also went very well. I was warmly greeted and the facility was clean. When I went into the procedure room, I could tell that it was well-kept and it did not scare me. The dental surgeon and the rest of the team encouraged and spoke to me until the anesthesia knocked me out. After the procedure, the team ensured that my family was in the room when I woke up. The dentist also came to check up on me. I felt comfortable and truly felt that the staff put me first. I was not even cranky that my face was swollen! The culture of customer service was apparent. The overall experience left me extremely satisfied.

Growing up, I have always been a patient and have gone to various facilities. I understand what it feels like to be in the patient's shoes. Now that I work in the health care field, I am better able to understand what it is that I need to do in order to provide patients with the best outcome. I understand when patients are unsure of what is the best decision and are confused. I also understand what will make them feel comfortable. Being able to relate to patients' feelings and showing compassion has always seemed to help them emotionally. Ultimately, with any quality initiative I believe that it is essential to put the Patient First in all decisions that are made.

Reference:
Ransom, Elizabeth. (2008). Health Care Quality Book. 2nd Edition. Chicago IL: Health Administration Press.