Communication Tips from Press Ganey Research

Friday, January 23, 2009 at 2:00:49 PM

Physicians can improve scores on satisfaction questions like “During this hospital stay, how often did doctors treat you with courtesy and respect?” Press Ganey advises the following behaviors:
o Use patient/family name & title, i.e. Mr., Mrs.
o Knock before entering a room
o Introduce yourself and why you are there (covering for ____)
o Explain what you will do and why before doing it
o Use prominent ID badge with large type (UHS will provide)
o Get down to patient level by sitting
o Make eye contact
o Allow the patient time to express questions or concerns

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