Satisfaction Academy: A Novel Residency Curriculum to Improve the Patient Experience in the Emergency Department

An Interactive, Case-Based Workshop on the Patient Experience for Internal Medicine Residents

Introduction

The technological revolution has narrowed the information gap between physician and patient. This has led to an evolution in medicine from paternalistic to patient-centric, with health care systems now prioritizing patient experience to achieve higher satisfaction scores. Therefore, it is imperative to start early in educating trainees on how to best address the holistic needs of the patient while also delivering high-quality care.

Methods

We implemented a 1-hour workshop that was repeated weekly over 8 weeks to capture all internal medicine residents in our program. During the workshop, we reviewed the historical evolution of patient care from paternalistic to patient-centered, presented the Hospital Consumer Assessment of Healthcare Providers and Systems survey questions, and discussed evidence-based strategies for physicians to improve their patients' experience utilizing four case-based scenarios.

Results

Over the 8-week period, a total of 195 residents participated in the workshop. One hundred thirty-nine residents (71%) completed the pre- and postsession survey. Results demonstrated significant knowledge improvement (p < .001) in all of the topics discussed. Additionally, the majority of residents felt the workshop would be useful in their clinical practice and found the clinical scenarios useful.

Discussion

Given the evolution towards patient-centered care, it is important to take a proactive approach in providing residents with the tools to best address their patients' needs. Early understanding of patient satisfaction surveys and the impacts they have on hospital metrics can help trainees in their careers as practicing physicians.

Communication in the Time of COVID-19

The ideal way to make a connection with patients and their families is well studied. Despite these prescriptive measures, communication in emergency medicine is never easy. This past year and a half with restrictions imposed by coronavirus, all levels of communication have been made more difficult. This humanities in medicine essay uses patient examples to illustrate the challenges and pitfalls encountered when family and friends are no longer able to participate in history taking.