Collaboration is the cornerstone of quality health care, and at Pennsylvania Hospital, our multidisciplinary teams excel at combining their expertise and perspectives, communicating effectively throughout the continuum of care, and coordinating their efforts in support of a collective goal. Both clinical and non-clinical staff are essential team players, whether they are contributing to treatment plans, developing new services and initiatives, or updating hospital spaces. But another group also plays a role in making PAH the best it can be: the patients and families we serve.
Being receptive to the “voice of the customer” and committed to improvement are key to the success of any business, and this is especially critical in health care. The voices of PAH’s patients and their families come through in the revamped definition of the Penn Medicine Experience and “BE Standards,” the recommendations of our Patient & Family Advisory Council, the speakers who share their stories during Patient Safety Week, and the letters and surveys we receive. Still, the surest way to provide an excellent “customer service” experience is to empower patients and their loved ones to take an active role in the care process and to confidently vocalize their needs, health goals, and concerns with the knowledge that their care team will not only listen, but use their feedback as a springboard for improvement.
Clinical excellence, while vital, is not enough to alleviate the stress, anxiety, and uncertainty that many of our patients and their family members face. PAH is committed to delivering compassionate, patient- and family-centered care at all levels and in all settings by offering reassurance and support; establishing collaborative, transparent, and trusting relationships with those in our care; and readily providing easily understandable information that can help patients and their loved ones make informed care decisions, as well as address more immediate worries like parking or visiting hours. All of this translates to better health outcomes, higher rates of satisfaction among patients and staff alike, and improved practices across the hospital.
As PAH continues to grow and expand, understanding the changing needs of those we serve and drawing from the perspectives of our diverse patient population will help us to re-examine our practices and continue improving the Penn Medicine Experience. Thank you for listening so intently to the voices of our customers — and for helping them find their voices when they are unsure of the vital role they play.