Patient Experience and Autonomy
Taking patient care to the next level
When seeking medical attention, patients should feel respect and compassion from their physicians and hospital. “Our commitment is to provide greater access, convenience and comfort for patients,” says Mark Chastang, vice president and executive director of The University of Toledo Medical Center. “No matter what our point of service is, we strive to improve it.”
Patients have access to room service, which serves nutritious food from UT Medical Center’s dietary department. To keep patient areas quiet, a device monitors noise and alerts the staff if it’s too loud. Pastoral services are available for patients and families who want them. “We make sure the entire care team is available to patients – including physicians, therapists and nurses,” says Mr. Chastang. “We serve our patients by educating them, using the latest technology and treatments and providing a well-organized team of devoted health care professionals. That’s what we call university-quality care.”
UT Medical Center staff is creating hospital services that respond to the needs of patients and their families. “We’re giving them greater control in planning their care and participating in activities that accelerate the healing process,” Mr. Chastang says.
Comfort is vital for a positive patient experience
“When patients first enter the hospital, they find comfort in knowing their care team will understand all of their needs,” says Mark Weiner, DO, assistant professor of family medicine. “A comfortable hospital stay can ease stress and speed recovery.” UT Medical Center ensures patient comfort by:
- Helping patients cope with the transition. This includes ensuring that patients have access to and help putting on assistive devices, such as hearing aids and glasses. “If patients can’t see or hear during their stay, it makes the hospital experience frustrating,” Dr. Weiner says.
- Encouraging a home-like feeling. Often this means bringing an item from home such as a blanket, pillow or food to make patients feel more comfortable.
- Ordering tests in a timely manner. “Hospitals can be stressful for patients, and I tell them they don’t need to stay longer than necessary,” adds Dr. Weiner.
- Communicating thoroughly with patients and families. “We make sure communication is consistent and everyone is on the same page,” Dr. Weiner says. Patients who are informed are better able to make decisions and feel more a part of their own care.
- Assisting families. “Families can receive free meals and stay overnight,” Dr. Weiner says. “Just having them there can help patients feel comfortable.”
UT Medical Center’s mission for extreme patient-centeredness is improving overall care
Having a good relationship with their physician can make patients feel more comfortable. It can even affect their overall hospital experience. “My philosophy is to treat patients like extended family,” says Lawrence Elmer, MD, PhD, associate professor of neurology and medical director of the UT Center for Neurological Disorders. “People are vulnerable when they first come into the hospital, and they need to know someone cares about them.”
Because of the influx of patients, it can be difficult for physicians to develop a deep relationship in a hospital setting. “I encourage all hospital staff to step back and avoid the tendency to become a technician, where you only look at patients’ symptoms, signs and tests,” Dr. Elmer says. “Getting to know patients as people can aid in recovery because we go beyond the surface of their symptoms.”
UT Medical Center physicians empower patients through treatment, as well as through education and guidance. “We give them not only the necessary tools, but also the reassurance that we will always be there,” Dr. Elmer says. “We’re giving patients and their families our most valuable asset: the time we take to listen to them.”
UT Medical Center’s approach to care has been nationally recognized. This year, Dr. Elmer was nominated for The Association of American Medical Colleges (AAMC) Humanism in Medicine Award because of his compassionate care for patients with life-long debilitating diseases.
For more information on The University of Toledo Medical Center or to make an appointment with a university-quality specialist, call 877-451-2299.
