Each member of a hospital staff plays a huge role in how a hospital functions. They also all play a huge role in patient satisfaction.

HCAHPS scores are a direct result of how patients feel - and whether you’d like to believe it or not, all hospital staff members can affect these scores.

This is why it is important to take ownership of patient satisfaction, regardless of the position you hold at a hospital.

All Hospital Staff Members Are Caregivers

When you’re asked what you do, how do you answer?

Do you say:

  • “I’m a caregiver”
  • “I help patients get well”
  • “I work in healthcare as an IT professional and keep our computers running”

Everyone is a caregiver. There are those who serve the patients, and those who serve the patients. In order to succeed in our HCAHPS scores, it is crucial that we all see ourselves as caregivers.

“We must become the change we want to see in the world”
- Gandhi

The only significant power we have to effect change is through example.

The Patient’s Perception

A patient’s perception of their experience is based on a nurse's timely, empathetic response to call lights as well as timely supportive help to the bathroom.

But did you know that this perception is based on the responsiveness of so many other staff positions? In fact, a patient’s perception likely includes anyone who comes to their room.

This is because most patients think that anyone in scrubs is a nurse. This means that members of the dietary staff, a housekeeper, a phlebotomist, or any other staff members, are often mistaken for nurses.

HCAHPS caregivers include but are not limited to:

  • Nurses
  • CNAs
  • Physicians
  • Hospitalists
  • Pharmacy
  • Unit secretary
  • Receptionist
  • Housekeeping
  • Lab
  • Dietary
  • Physical therapy/OT
  • Imaging
  • Transporters
  • ER
  • Business office
  • Maintenance

It is vital to remember that a patient's perception of responsiveness includes interaction with every hospital staff member they have interacted with. This can include telephone reception, engineers fixing an elevator, a maintenance worker, a transporter, a doctor, a radiology technician, and everything in between.

The Takeaway

  1. Never make a patient feel like a number.
  2. Empathetic, timely responsiveness is CRITICAL.
  3. Everyone is a caregiver.

All members of hospital staff are caregivers, whatever the role is. If you work in a hospital, you are a caregiver.

We are also all first responders. We all have an opportunity at some point to respond to a patient or those who serve the patient. Responsiveness means all hands on deck. You don't have to be a clinician to respond with kindness and a servant's heart to a patient or family in need.

Think of yourself as revolutionaries on the front looking after patients. Always provide empathy and timely service to patients and their families. Gracefully fulfill their requests.

Our ‘Do it’ Recommendations

  1. Honor and recognize every team member as a caregiver whether they are at the bedside or not.
  2. In one sentence or less, describe and clarify how you make a difference as a caregiver to either the patient or to those who serve the patient
  3. Cultivate a vision to see yourself and all of your peers as First Responders.

Everyone’s a Caregiver: Providing Education for Healthcare Workers

Everyone's a Caregiver provides education to healthcare workers to better improve their patient's overall experience. We understand the time constraints placed in today's workplace and have customized microlearning videos that can help you gain the skills you need to be a better, more positive healthcare worker. Contact us today to see how we can help, or click here to learn more.