I have been called a “mystery shopper” of hospitals. I
don't think that's what I do. I like
to be called in to the hospital to visit a patient by the family or the patient
themselves. I usually get the call because the patient doesn't know who is in charge of their care, aren't getting their needs met or feel that the care they are receiving is substandard. That call gives me a reason to go
into the hospital and see some of the problems that may cause unsafe care to a
patient. I don’t make the trip if it can
be handled over the phone, but sometimes I just can’t get someone in
administration to help and the bedside staff are just too busy. In that case, I will go to the hospital.
When walking through the halls I will observe things like a
cluttered hallway, overflowing garbage pails and empty hand sanitizer holders. I will see if medication carts are unattended
and listen for staff who are loud and un-attentive. I will even look to see if there are any
patient safety brochures or posters. If
you have read past posts you know that I will watch how the cleaning crew
washes the bathrooms and if they touch items in the room with soiled gloves.
I don’t do this to get people in trouble. Goodness knows the staff work hard, but if
there is a discomfort to me about being in this facility, someone, with the
power to make changes needs to know about it.
The problem is the response I get when I write. Some places answer immediately and ask for
help and input. Some leave the
impression that I was seeing things and many others (most) hospitals don’t
respond at all.
The letter sent out explains that it is for informational
purposes only. There is no official
report going out to any of the places we are to file a complaint like the
Department of Health or The Joint Commission or the news . I am not looking for a pretty atmosphere but
I do look at patient’s safety. Accessible
information, courtesy and comfort will bring a patient back in the
future. Early intervention is also
safety. A patient who feels chest pains
but won’t go back to the hospital because it was dirty, they felt the people were rude or
they didn’t feel welcome is, in fact a patient safety problem and should be
addressed.
Personally, I don’t need to know how things are changed, or
even if they are. I’m pretty confident I
will be back again to see for myself.
