Ten Commandments of Patient Care
Commandment One
The Patient is the most important person in our healthcare organization. The Patient is the reason we exist.
Commandment Two
The Patient is not dependent on us - we are dependent on the Patient.
Commandment Three
The Patientis not an interruption of our work, but the purpose of it.
Commandment Four
The Patient should not feel honored that we choose to serve. The Patient honors us by choosing us as his or her preferred provider.
Commandment Five
The Patient is not an outsider who must yield to our world, but is our most important guest whose needs drive the way we deliver care.
Commandment Six
The Patient is not a cold volume statistic, but flesh and blood: a human with feelings and emotions like our own. The Patient is deserving of our caring, compassion and concern.
Commandment Seven
The Patient is not someone to argue with, belittle, or match wits with. The Patient should never doubt our diligence in reaching for best practice.
Commandment Eight
The Patient is the one who brings us his wants and needs. The Patient is worthy of our attention to the details that differentiate the right choices from the easy choices.
Commandment Nine
The Patient is deserving of the most courteous and attentive care we can provide where our first and most important responsibility is to honor the oldest rule in the patient/provider relationship - to first do no harm.
Commandment Ten
The Patient has the right to expect a healthcare provider to present with a professional, competent and caring behavior. At the heart of a great patient/provider relationship is the Patient's decision to trust and believe.
Patient Satisfaction Blog
The debate over qualitative versus quantitative data is heating up in health care as providers look for ways to effectively measure and manage patient satisfaction in an increasingly competitive market place. The answer doesn’t live in choosing one or the other. It is found in learning how to marry the benefits of each in a [...]
Effective measurement of patient satisfaction is much more than just sending out surveys and aggregating results. When effectively woven into a quality program, it allows a provider a final opportunity to connect with the patient, determine what would foster patient loyalty in the future and catch those issues that have angered patients but slipped through [...]
Providers that manage patient satisfaction measurement as one more form of soft quality in today’s environment choose to increase their risk of ending up as a casualty along the highway to health care’s future. An activity falls into the category of “soft quality” when its design and implementation creates the perception of action without it [...]
The impact of a patient satisfaction measurement system is influenced by how important it is perceived to be by the patient.
An effective patient satisfaction system works to be responsive to the four major consumer groups.
An effective patient satisfaction system helps an organization to better understand those patient value propositions that are most important to the consumers of health care services.
An effective patient satisfaction system is proactively aligned with the changing needs and dynamics of the patient relationship.
Always build your surveys to support achieving the Ten Commandments of Patient Care.
Quality begins on the inside... and then works its way out. -- Bob Moawad
Don't be afraid to give your best to what seemingly are small jobs. Every time you conquer one it makes you that much stronger. If you do the little jobs well, the big ones will tend to take care of themselves. -- Dale Carnegie
Aim at perfection in everything, though in most things it is unattainable. However, they who aim at it, and persevere, will come much nearer to it than those whose laziness and despondency make them give it up as unattainable. -- Lord Chesterfield
Teamwork is the ability to work together toward a common vision. The ability to direct individual accomplishments toward organizational objectives. It is the fuel that allows common people to attain uncommon results. -- Andrew Carnegie
Change does not change tradition. It strengthens it. Change is a challenge and an opportunity; not a threat. -- Prince Phillip of England
