We would like to congratulate Dr. Belinda Johnson on earning a perfect HCAHPS score for the month of March!
The HCAHPS survey has 3 questions related to Doctor Communication:
- How often did doctors treat you with courtesy & respect?
- How often did doctors listen carefully to you?
- How often did doctors explain things in a way you could understand?
In order to achieve a perfect score, all three of these questions must be answered by all patients as “Always”.
George Thomas, Executive Director, recently shadowed with Dr. Belinda Johnson. During his time with Dr. Johnson, he observed the following best practices:
- Upon entering her patient’s room, Dr. Johnson introduced herself and the care team including the bedside nurse.
- She provided her Pioneer business card at the beginning of the encounter as she introduced herself to the patient and explained that she would be their Primary Care Physician while they were in the hospital.
- Sharing her business card at the beginning of the encounter allows the patient to make a more meaningful connection, familiarize themselves with her name and picture, and provides the patient and their loved ones with her contact information for follow-up questions throughout their stay.
When we asked Dr. Belinda Johnson what led to her success, she shared these thoughts.
“When I meet the patient, I introduce myself and make sure they understand that I will be their primary care doctor (while in the hospital). I hand them my business card and review the members of the Pioneer team, identifying the care team that may have previously provided care.
I strive to fully understand not only the patient’s plan of care but also, I want to get to know the patient and their concerns. Even if the initial interactions are brief, knowing who they are, and their concerns assists in explaining their disease process and the daily plan of care.
For those patients who express their frustrations, challenges, and concerns, I immediately work on addressing those concerns. I also take a moment to show them compassion and to encourage them, despite what they are enduring.
I take a moment and pray before entering each patient’s room. I feel that god’s gift of hospitality and compassion to me has helped tremendously. Assisting with small things like covering the patient with an extra blanket or making a joke to see them smile…are big wins for the patient in facilitating healing. Matthew 5:16 In the same way, let your light shine before others, that they may see your good deeds and glorify your Father in heaven.”