First impressions determine patients' satisfaction with treatment and care

摘要

In response to Karin Schirmaier's Starting Out column on patient dignity (reflections August 18), I agree that patients should be addressed according to their preferred name. This accords them respect and dignity, and makes them feel valued. It encourages a friendly, yet professional, atmosphere of care. At a time when phrases such as individualised care, person-centred care and holistic care crap up in many aspects of nursing practice, it is important to remember that giving a personalised service aimed at meeting the patient's needs begins with the first impression the patient gets on the ward. The way the patient is identified on initial contact can determine whether or not there is concordance with treatment. On the other hand, calling someone 'darling' may not be offensive. I recently came across a patient who laughed about this, as it reminded him of a hilarious moment in his past.