Creating a culture of respect through staff education in a medical unit to improve patient satisfaction

Abstract

Passage of the Affordable Care Act has indeed enhanced the current debate about the value-based payment form of initiatives such as the usage of the perception of the patient in the determination of the value-based mode payments for the sake of the clinical model of care. Some small issues that may spur this debate are the problems in the definition and measurement of the multi-dimensional patient form of experience, the non-clinical oriented factors that may have a random effect on the patient reception about quality care as well as the inability of the patient to judge based on the technical quality of their medical care. Industry focus towards the patient-oriented care plus the voice emanating from the customers suggests the understanding or knowledge about the value of the patient-oriented feedback. Meanwhile, the better usage of the feedback aids in determining the value that again appears to be evolving. Hence, this paper explores creating a culture of respect through staff education in a medical unit to improve patient satisfaction. Hence, this will lead to the PICOT Question; what is culture of respect via staff education within the medical unity that leads to the improvement in the patient satisfaction? 

Background of the clinical problem

The satisfaction with healthcare in the US indeed is at its low peak for a decade. On the same note, the feedback among patients regarding the organization's service quality, for instance, the wait time, response from the nurse, courtesy among the staffs and the provided means of communication provide the picture about the service gaps within the organization as well as how the gaps may affect the satisfaction of the patient with the service-based experience. McRae (2017) attested that customers engage in the evaluation of the quality of the service through the assessment of the underlying gaps between the pre-service based expectations and the real service form of experience. Based on this theoretical model of an approach, Jha, Frye & Schlimgen (2017) thought that customers tend to berate the quality of the services in terms of five major dimensions. The dimensions are empathy, tangible form of evidence, and assurance like the equipment, staff appearance, and the physical components. According to Ellison, Bartlett & Ruehter (2020), these dimensions of services were utilized in healthcare in the following empirical-based studies. 

Typical education about customer service often pays attention to the behaviors associated with the staff service. Such behaviors are smiling, communicating, showing kindness, greeting, and making eye contact. A study conducted by Ajam et al. (2020) was privileged to have done the incorporation of science about the quality of service when it comes to delivering and developing the curriculum of nursing. On the other hand, the study failed in evaluating the benefits associated with the provision of the service form of quality form of education to the students in the nursing field. The extent whereby the content of the service education according to Sarik et al. (2020) was tailored is indeed factoring the service linked data within the department and the teaching the subject of science regarding the service quality leads to the literature being unique in approaching the service education for the healthcare personnel within a value mode form of paradigm. The trainee's feedback regarding the experience in-service education is factored as a way of showing the newer sights acquired and the positive effect on the service-based attitudes. Hence, below service content, the approach given to the service education and literature oriented rationale may be of great use to the healthcare institutions that are after engaging and motivating frontline service based staff.

PICOT Question

The selected PICOT question shall be; 

What is culture of respect via staff education within the medical unity that leads to the improvement in the patient satisfaction?

Hence, the below PICOT assisted in breaking down the question into smaller units and also in the identification of the key words;