Tina Eide, a board certified anesthesiologist from Matrix Anesthesia, was one of the winners of our recent Patient Experience Week giveaway. We asked Tina about the best practices she follows to provide exceptional patient care, and we’re excited to share her responses.
Tina studied medicine at the University of Washington and trained at Virginia Mason Medical Center. Her primary areas of work interest include regional anesthesia, neuroanesthesia, lifestyle/behavior, and anti-aging medicine.
What best practices do you and the staff you work with follow that you attribute to your positive scores?
Tina Eide: [The] Overtake Hospital pre-operative setting includes private rooms for each patient, so interviews can be conducted with a closed door, and a quiet environment. This is instrumental in developing patient trust, explaining anesthetic choices, and creating a safe space for patients to voice anxieties or fears. Also, the pre-op nurses are excellent and gather information ahead of the anesthesiologist meeting the patient, so we don’t have to be entirely reiterative.
I always try to ask several specific questions about a patient. By knowing a few personal details, I can often begin talking about a familiar topic that helps put the patient at ease. I’ve even gotten three patients to sing for me recently!
Finally, I always offer my first name after I’ve introduced myself as Doctor Eide. I give my patient the choice of which to call me, and most prefer calling me Dr. Tina or just Tina. I am able to communicate through this that I am a professional but I am also a human.
What is one example of how you improved your relationship with your patients and/or the care you provide?
Tina Eide: When I first began, I was hesitant to explain all the risks that are inherent to anesthesia with patients. I felt this information might burden them or raise their anxiety prior to surgery. As I grew as a doctor and learned from my patients, I realized that patients are entitled to know the specifics of the care they will receive while under anesthesia. Some patients will decline a total explanation, and this is just fine. Other patients want to know each event that will occur and the possible up and downsides.
I learned that if I was upfront and explicit about the risk discussion, patients were extremely appreciative and their trust in me grew as well.
How do you best use your SurveyVitals data for your own personal improvement?
Tina Eide: I look for the specific comments that patients make about their experiences. Often we only hear general feedback like “great job” but when people relay a certain moment that touched them, or a particular action I did that helped them feel at ease, I am able to repeat that going forward.
I also accept any critical feedback with an open mind and heart. As a doctor, I hold myself to an exceptionally high standard to ‘do no harm’ which can sometimes translate in my mind as ‘make no mistakes.’ Clearly, as a human being, I have to accept that I will make a mistake now and again. If I can hear the critical feedback well enough to learn from it, however, I see it as a growth opportunity rather than something negative.anesthesia, anesthesiologist, Best Practice, Improvement, Our Clients, patient comments, patient experience, Patient feedback, Patient Satisfaction
April 22-26 was Patient Experience Week and to celebrate, we asked our clients to share what drives them to provide memorable patient care. Those who responded were eligible to win an Amazon gift card. We’re excited to announce the winners of the giveaway and to share what motivates and inspires them to provide an exceptional patient experience!
We asked: It's Patient Experience Week! Tell us what inspires you to work every day to provide amazing care to your patients.
Grand Prize Winner: Clint Allred, CRNA, Anesthesia Associates of Boise
“I work at a fairly average sized hospital with ten operating rooms in which we do all kinds of surgeries and care for all types of patients. It is a job that is always moving and often requires stretching of one’s abilities clinically and also professionally within our anesthesia group. Sometimes amidst the day to day providing of anesthesia, combined with the complexity of hospital bureaucracy, the patient and their experience can sometimes be forgotten. At some point in all of our careers, we got into the medical field because of our desire to care for other people. For some that motivation is fast forgotten and never found again. For me growing up, it was my younger brother who instilled this desire in me. He had serious handicaps and spent a lot of his life in and out of hospitals. Our experience was so dependent on those caring for him, for better or worse, those providers served as the rudder for our interactions with healthcare. I wanted to have a strong and helpful influence so that others could have their burden lightened.
Recently, my eight year old son had his tonsils removed. This is a very routine case, millions are done each year, and I provide the anesthesia for 6-8 of these types of cases at least once a week in our practice. The anesthetic for this case has become routine and mundane for me personally. All of a sudden I was thrust onto the other side of the experience. There my son laid on the gurney getting prepped for surgery. I saw him run the gamut of emotions; fear, anxiety, apprehension, concern...etc. All of a sudden those emotions of why I went into medicine came flooding back. I realized that the way I interacted with patients would leave a lasting impact on them. Clinically I have always provided my best care and effort, but I saw through my boy's eyes that I could do more and be more as a clinician. My son received incredible care and has since healed from his physical incisions, but the experience he had prior to surgery has had a far greater impact.
It is this message that inspires me to provide amazing care to my patients. No matter how routine or regular a procedure is to me, I remember that experience and hold strong to the fact that it is not routine for the patient on the stretcher.”
Alexis Haney, RN, USAP
“To be a caring voice to a person who didn't wake up wanting to be sick or have surgery. Everyday, I partner with SurveyVitals because in the background, almost every patient is given a chance to have a voice. I am that individual that gets to read their thoughts, their frustrations, their fears. I am able to offer them a chance to make a difference when they are in a position where they feel they have little control. When a patient requests to be called back... I can be the caring voice on the other end and I can convey to them I really do care, perhaps that will make them feel a little better and perhaps I can make a change or help their concern because USAP cares and wants to be better and that why I am inspired to provide amazing care and support to patients.”
Tina Eide, MD, Matrix Anesthesia
“Anesthesia is a tricky job, because everything is fine until it’s really not fine. It requires constant vigilance and care, even when I show up feeling less than 100%. On these days, I look to my patients for energy and strength, because I know they are relying on me for the same. I love learning about their careers, seeing pictures of their children and pets, hearing their songs they belt out (people love singing to me!), and listening to their stories that brought them to surgery. I’ve met musicians, politicians, hospital administrators, teachers, circus performers, professional athletes, prima ballerinas, and so very many people who have interesting stories. Because we often cannot share details of our patients with our families or friends, I hold these private encounters with special regard.”
Rhina Romera, Envision Healthcare
“Working in healthcare makes a difference in people's lives. Caring for people and helping others lead healthy lives is satisfying and important. I love humankind and it is gratifying to me to make a positive impact not just on patients but everyone involved. No one likes to be ill, so it is very important to me that patients feel that they are treated with compassion and respect.”
Sarah Russell, FNP, Wellspring Health Services
“The one thing that inspires me the most to provide excellent care is when patients follow up and start feeling so much better! I have also had patients tell me that for the first time they felt like a provider actually listened to them and cared about their story and their health. Oftentimes a patient's story will give the clues to their disease processes and struggles and be the beginning of the answer in leading them back to health. Without listening to the patient, it is often a matter of just cold medicine treatment that can leave the patient sicker rather than better.”
Anne LeBlanc, USAP
“For us providers, our days can often seem routine. Remembering that for our patients, surgery is often a very scary and powerless position to be in. Connecting with the patient and family in the preoperative area and forming a trustworthy bond is one of the most inspiring and valuable parts of our job. Being able to relieve some of that anxiety and comfort them in their time of fear is incredibly rewarding and inspiring for me.”
Thank you to all of our clients who took the time to share their stories! We admire your dedication to the patient experience.best practices, Improvement, Our Clients, patient experience, Patient feedback, Patient Satisfaction
Tracy Jackson, Vice President of Operations at OrthoTexas, is thrilled with the amount of time his group saves while using the new Alerts & Contact Me functionality that was rolled out earlier this fall. Here’s a snippet of an email that he recently sent to the SurveyVitals® Support Services team:
LOVE, LOVE, LOVE what I’ve seen on the contact requests and statuses. This will not only save a great deal of my time (and my team’s), but will also help us easily track the alerts and provide timely resolution. Great job and thank you to the SurveyVitals team!
When we asked him what he appreciated most about our patient satisfaction solution, he said:
If we don’t measure it, we can’t improve or hold our group accountable for providing completely patient-focused care. We need to empower and educate our providers, and address the areas we need to improve upon. SurveyVitals helps us meet all of those objectives.
Thanks for sharing your sentiments, Tracy! We’re glad that our solution helps you and your group succeed in today’s rapidly changing environment.Alerts, Contact Me, Nov 2015, Our Clients
We always enjoy bringing new clients on board, but some are just so much fun! It was great to hear Central Wisconsin Anesthesiology felt the same way! Here’s what Michelle Theiler, their Human Resources and Operations Supervisor, recently said about their experience:
“Our board voted to implement SurveyVitals, an experiential survey solution for continuous improvement. I can’t say enough about the professionalism and talent of the SurveyVitals team. Their team members are all very professional, knowledgeable, have excellent communication skills, and their level of commitment to the product is exceptional. Within one month, we were able to implement the SurveyVitals solution. SurveyVitals’ fun, dedicated approach to quality customer service far exceeded our expectations. I want to especially recognize PJ, Ben, Tracy, and Heather for “going the extra mile” to ensure our satisfaction. Great job, SurveyVitals!”
Thanks for the shout out, Michelle! We’re glad to have made onboarding a great experience for you, and look forward to helping you gather patient feedback for years to come.Our Clients
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