Linking to Patient Satisfaction

Choose an administrator for the next segment who is knowledgeable about patient satisfaction and who is trusted by the medical staff to tell the background of the program. Give data about patient satisfaction and tell what features of care are important in creating satisfaction. Remind the participants of some basic behaviors that foster satisfaction: • Let the patient know who you are. • Sit close to the patient. • Ask the patient what they want to accomplish and what they understand about their illness. • Touch the patient appropriately. When we began this program we discovered that about 75% of patients wanted their physicians to address their spiritual and emotional needs. By contrast, only 2% reported that their physician had actually done so. Tell descriptive stories about how one or two respected physicians have demonstrated spiritually fulfilling behaviors in the hospital.

Reflection Questions for the preceding scripture

Ask the participants these reflection questions leaving 15 – 20 seconds between each. Do not ask them to respond verbally, but if someone spontaneously volunteers, encourage their comment: What would it mean to be bent so that you could not straighten? What would it be like to walk, or bathe, or look out at the countryside? Where are you in this story? Are you the woman? Have you lived with infirmity? Are you the healer? Do you relieve distress? When you touch are you healing or are you healed? Are you the synagogue ruler? Are the rules important to you? Are you one of the people, delighted by the miracle? Are you Satan? Do you bind and control?