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Patient Experience

Nurse and Patient


Introduction

The Office of Patient Experience is part of the UF Health Sebastian Ferrero Office of Clinical Quality and Patient Safety. Our Patient Experience team coordinates and directs collaborative activities, initiatives and projects to improve the delivery of patient and family centered care. At the core of our mission is the understanding that excellent patient care is based on a respectful partnership between our patients and their caregivers.

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Core Concepts of Patient and Family Centered Care

  • Dignity and Respect — To listen to and honor patient and family ideas and choices and to use patient and family knowledge, values, beliefs and cultural backgrounds to improve care planning and delivery.
  • Information Sharing — To communicate and share complete and unbiased information with patients and families in useful ways. Patients and families receive timely, complete and accurate details so they can take part in care and decision making.
  • Involvement —To encourage and support patients and families in care and decision making at the level they choose.
  • Collaboration —To invite patients and family members to work together with health care staff to develop and evaluate policies and programs.

Enhancing the Patient Experience is one of our Big Aims (see “Patient Safety”). The patient experience encompasses all patient interactions with your care team during a stay at UF Health Shands. The care team not only includes the physicians and nurses, but it also extends to all hospital staff you or your patient comes in contact with while being treated. The patient’s experience can be described as the story a patient or their family member would share about their care in our health system. The experience consists of the patient’s physical comfort, clinical care, education, emotional and spiritual needs in addition to the care their loved ones received.

We are dedicated to:

  • Delivering an exceptional care experience for each and every patient
  • Improving the quality of care
  • Ensuring safe patient outcomes
  • Improving organizational efficiencies

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What Do We Measure and Why?

Meeting the patient’s clinical needs and delivering the best possible care promotes a healing environment and aids in a speedy recovery. At UF Health we want you and your family to partner with us in your care. We value your feedback because it allows us to continually look for opportunities to improve as well as reassure our staff daily that their efforts are making a difference. We survey 75% of all patients discharged from the hospital and a portion of all patients who receive outpatient care in a UF Health outpatient area. If you receive one of our mailed surveys please complete the survey and return it in the prepaid envelope to our vendor, Avatar Solutions. We use your feedback to improve your experience and that of other patients.

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What Can You Do?

Please consider joining us as a Patient or Family Advisor. Participation gives you and/or your family member the opportunity to share your experiences with our health system and your views on how patient care and services can be improved at UF Health Shands Hospital. There are a variety of different voluntary opportunities available for those interested in becoming an Advisor. Patient and Family Advisors and staff work side-by-side to identify issues, brainstorm unique solutions and implement change. Click here for an application.

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Patient Advocates

What do they do and why are they important?

Patient Advocates act as a liaison between a patient and his/her health care provider. Their specialty is navigating the complex care delivery system of UF Health on your behalf and providing guidance on Patient Rights and Responsibilities.

Our goal is to provide the best patient care. If at any time you have questions or concerns about the quality of care that you or a family member are receiving or have received at our hospital, do not hesitate to speak with your nurse or the nursing manager. If your care concern involves a member of the medical staff please ask to speak with you attending physician.

If you feel that your issue wasn’t resolved, please contact Patient Advocate Services at 352-265-0123 with your compliments, complaints or concerns. You may call at any time during or after your stay. The office is staffed 8 a.m.-4:30 p.m. Monday-Friday. After hours and on weekends please ask your caregiver to contact the Team Coordinator for any immediate concerns that cannot be handled by staff on the unit.

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Medical Interpreter and Translation Services

What do they do and why are they important?

Ensuring accurate communication of medical information is a key to both patient safety and compassionate care. We provide medical interpreter services to ensure our communication with patients and their families meets their needs. At UF Health Shands Hospital we provide professional medical interpreters to patients and their families who have Limited English Proficiency.

How to reach an interpreter

Spanish Medical Interpreters are available 8 a.m.-4:30 p.m. Monday-Friday to assist patients and families during their hospital stay and for some outpatient clinic or procedural appointments. This service is provided without cost to patients or their families. We also offer 24-7 over the phone interpreting for times when our interpreters are unavailable, after hours and on weekends.

Each inpatient unit and all of our clinical areas are equipped with at least two special phones (blue) that can be used to reach our over the phone interpreter service. Phones are brought to the patient’s bedside to ensure timely and accurate communication. Qualified staff members who may act as interpreters are available in some settings at UF Health. These employees’ name badges indicate that they are Authorized Medical Interpreters. Please contact the Office of Patient Experience for assistance at 352-265-0123.

We have state of the art Video Remote Interpreting terminals available for patients who are hearing impaired. These devices can be used at the bedside to provide immediate access to sign language interpreters. We also partner with community based sign language interpreting services for times when the VRI is not the right solution for a patients communication needs. The hospital can also provide a number of assistive devices such as TTYs, telephone handset amplifiers, telephones compatible with hearing aids.

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Service and Operational Excellence

We believe our employees are our greatest asset because they are highly skilled, take pride in their work and offer a welcoming environment for our patients, families, visitors and customers. Please let us know how we’re doing.

The UF Health Shands Customer Service is the Key program is our benchmark employee recognition program, and it is the best way to make sure outstanding behavior and/or performance is recognized. All nominated employees receive a gold key and a CSK pin to wear with their ID badge. Extraordinary nominations are considered for gift cards and other recognition. Every quarter, all CSK nominations are reviewed, and one extraordinary nomination is selected as a CEO Award Winner. CEO Award Winners receive a gift card, personal recognition from our UF Health Shands CEO and a “Day off with Pay.”

Next time you spot someone making an extra effort, remember you are the eyes and ears to help us ensure excellent behavior and/or performance is recognized! Please let a care provider know you would like to nominate an employee for a CSK award.

We continuously strive to deliver top-notch care and service to our patients. Our goal is to provide you and your family with the best customer service of any hospital. We are also dedicated to providing you and your family the best customer service of any academic health center in the country.

If we fail to meet your service expectations please let us know. You can speak to a Nurse Manager, Nurse or Operations Director or leader of the area in which you are receiving care. If an issue cannot be resolved, please contact Patient Advocate Services at 352-265-0123.

We believe the best time to fix a problem or resolve an issue is while you are in our care. Please let us know how we’re doing. Thank you.

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