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Customer-friendly approaches: can they reduce ER and ICU waiting area security problems?
Hospital Security and Safety Management
|June 3, 1999
Summary
Hospitals are reducing security incidents by implementing patient- and family-centered care strategies. These customer-friendly approaches improve hospital relations and decrease security issues.
Area of Science:
- Healthcare Management
- Patient Relations
- Hospital Security
Background:
- Hospitals frequently experience conflicts between patient families and staff.
- Increased security is a common but often insufficient solution to these conflicts.
Purpose of the Study:
- To explore alternative, "customer-friendly" strategies for managing patient family conflicts.
- To assess the impact of these strategies on security incidents and patient relations.
Main Methods:
- Case study analysis of two hospitals: Johnson City Medical Center and Sinai Hospital.
- Implementation of "customer-friendly" approaches in patient and family interactions.
Main Results:
- Significant reduction in security-related problems reported by participating hospitals.
- Dramatic improvement in customer relations and overall hospital environment.
Conclusions:
- Patient- and family-centered care strategies can effectively mitigate conflicts.
- These approaches offer a more positive alternative to solely relying on increased security measures.