When it comes to enhancing the patient experience, Michigan Medicine is serious about service. In fact, the organization recently introduced the newly formed Office of Patient Experience.
While this department is charged with transforming the way team members engage with patients and their families, ultimately it’s everyone’s responsibility to provide the ideal experience at every interaction.
In an effort to help you provide excellent service, Headlines is pleased to introduce a new series, Service Spotlight, to highlight information and resources team members can use to enhance the patient experience.
Each tip will relate to one or more of the Office of Patient Experience’s four initial key focus areas: Access, Effective and Engaging Communications, Courteous and Respectful Employees, and Environment of Care.
Here’s your first service tip. Enjoy and put it to good use!
When a patient asks …
When a patient asks, “Can my family members and friends visit me while I’m in the hospital?” Tell them, “Yes! We know how important it is for your healing to have loved ones nearby and we also know that informed family members leads to better outcomes for patients. For your comfort and convenience, family members are welcome at your bedside 24 hours a day, 7 days a week. Non-family members and children under 18 are welcome between 9 a.m. and 9 p.m., 7 days a week.”
Got ideas or suggestions on how to improve the patient experience or want to share best practices in your department? Email firstname.lastname@example.org.