Hospital Patients' Top Wish: 'Let Me Sleep a Little Longer'

Editor’s Note: This article presents a ranking of hospital patient feedback by Peter Pronovost, Director and Senior Vice President of the Armstrong Institute for Patient Safety and Quality at Johns Hopkins Medicine.It turns out that the patient’s primary concern remains sleep issues.“Let me sleep a little longer; please keep my hospital room clean; listen to me...” Do these words sound familiar?

Since undergoing a double lung transplant at Johns Hopkins Hospital in December 2011, Podge Reed, Jr. has been hospitalized four times, undergone two major surgeries, completed eight outpatient procedures requiring anesthesia, attended more than 100 outpatient appointments, and undergone over 700 laboratory tests. His cumulative medical experiences are extensive enough to fill a book. Previously, he wrote two letters, totaling 12 pages, to the hospital’s Patient Relations Office, proposing specific items for improvement.

Therefore, at the “Patient-Centered” Medical Staff Town Hall Meeting held at our hospital, Reed, as a member of the Hospital’s Patient and Family Advisory Council, naturally served as a panelist. He stated that he was generally satisfied with the care he received and mentioned that he had given relatively high scores on the questionnaire we sent him. He wished to share his feedback and suggestions with us, such as turning off television monitors at night, providing bathrobes for patients, and avoiding late-night blood draws whenever possible; if such procedures are unavoidable, staff should at least explain the rationale to the patient.

Healthcare professionals should strive to accommodate every small detail that can enhance the patient experience. Meanwhile, Reed points out that hospital staff themselves are an integral part of that experience. While hospitals focus on patient experience surveys, what matters most to him is whether hospitals can adapt based on patient feedback. That is the primary way to truly demonstrate “collaboration” with patients.

Following the meeting, I asked Jane Hill, Director of the Office of Patient Relations, what topics were most frequently mentioned in letters and survey feedback from patients. She and her team compiled and analyzed the hospital’s compliments and complaints to identify the top ten items on patients’ wish list.

Lisa Allen, the head of Patient Experience at Johns Hopkins Hospital, stated that the items on the wish list were written from the patients’ perspective. This reflects their pursuit of high-quality clinical care and safety, as well as their expectation that healthcare providers treat them with the compassion and care of family members.

This wish list is not intended to expose anything, nor does it claim to be exhaustive or final; it merely serves as a conversation starter. “We look forward to your feedback.”

Next, let’s take a look.

1．Let me sleep a bit longer.Unless absolutely urgent, please do not measure vital signs throughout the night or draw blood between 10:00 PM and 6:00 AM. If the situation is critical, please ensure that I am fully informed. I need adequate sleep to facilitate a faster recovery and improve my well-being.

2．Please keep the noise level at the nurses' station under control.This is extremely important, especially when I need to sleep late at night. Please turn off the television, radio, computer screens, and other devices in my room in the evening, so that no light or noise will disturb my sleep.

3．Please do not misplace my personal belongings.Please prepare an inventory list and labels for my personal belongings, clearly marked with my name and medical record number, to ensure they are not misplaced. These items are a part of me and help ease my mind. Proper care of my belongings feels like you are caring for me.

4．Please knock before entering.This demonstrates respect for me as an individual and for my privacy. When entering my room, please introduce yourself, shake my hand, or make eye contact with me. Please address me by my preferred name (either my full name or just my first name is acceptable).

5．Please keep my “Prompt Board” updated.It allows me to see at a glance who is attending to my daily care. Please place a notebook by my bedside so that I can keep all important papers and cards provided by doctors or other staff members in one place. By the way, my name and bed number must be written on the front. (Other details include the nursing ward, room number, and room telephone.)

6．Please inform me and my family members promptly if there are any changes in the condition.Please maintain open and honest communication, and inform me of any delays; this will help alleviate my concerns during this already anxious time.

7．Please keep my hospital room tidy.Mopping the floors and wiping down the patient rooms every day can effectively prevent the spread of bacteria. Emptying the trash from the wastebasket and cleaning my bathroom thoroughly makes even the air smell refreshing. If you were my butler, please introduce yourself and say hello; I want to know who is taking care of me.

8．"Listen to me and let me be part of it."Use plain language to ensure I understand my treatment plan.

9．Please show me around my ward and the hospital., so that I can know the locations of important facilities, how to operate the television, how to order food, and when to change into appropriate clothing. Here, I am like a guest who knows nothing, yet these things are very important to me.

10．Please maintain professionalism at all times while in the hospital.Even when you are off duty, you remain a member of the hospital and represent its image. My perception of you will often determine my view of this hospital and the care I receive.

Author Bio: Peter Pronovost is also a practicing anesthesiologist and critical care physician.

Compiled by Zhou Yanxun

Edited by | Mo Renying