Issue link: https://beckershealthcare.uberflip.com/i/665044
82 CARE DELIVERY 10 Most Common Patient Complaints, Grievances With Hospitals By Heather Punke P atients are continually asking hospitals to treat them like people, according to Peter Pronovost, MD, PhD, director of the Armstrong Institute for Patient Safety and Quality and senior vice president for patient safety and quality at Baltimore-based Johns Hopkins Medicine. Dr. Pronovost worked with Jan Hill, Johns Hopkins' patient relations director, to com- pile a "patient wish list," or the most common pieces of feedback from patient letters or surveys. e list was published in U.S. News & World Report. e following are the 10 items compiled by Ms. Hill and Dr. Pronovost, which they note should be used as a conversation starter in healthcare: 1. Sleep deprivation from clinicians coming to do tests and draw blood in the middle of the night. 2. Noisy nurses' stations that can inter- fere with sleep. 3. Personal belongings being lost. 4. Staff not knocking before entering the room, which can be interpreted as a sign of disrespect. 5. Not keeping whiteboards updated. Up- dated whiteboards allow patients to know who is caring for them. Patients would also appreciate a notebook where they can keep important information and take notes. 6. Lack of clear communication and not updating the patient or family members if the patient's condition changes. 7. Messy rooms where surfaces aren't wiped down, or the bathroom smells. 8. Feeling unengaged in their care or like they are not being listened to. 9. Lack of orientation to the room and hospital. Patients would like to know how to work the television and how to order food. 10. Lack of professionalism from hospital staff, especially when they are on break. "While you may be on your break, you are still a hospital employee and a reflection of the hospital," the article reads. n Northwell/GoHealth Urgent Care to Double Number of Clinics in 2016 By Tamara Rosin T he joint venture between Great Neck, N.Y.-based Northwell Health and Atlanta-based GoHealth Urgent Care plans to add about 20 more clinics in New York this year, in addition to the 21 it already operates, according to Crain's New York Business. Northwell Health offers expertise in clinical care and quality oversight, while GoHealth boasts experience in launching new retail locations in the market, said Adam Boll, Northwell's vice president of joint venture opera- tions, according to the report. The Northwell/GoHealth Urgent Care joint venture also benefits from having all on-site imaging interpreted by Northwell radiologists, Mr. Boll added. An important part of expanding the urgent care centers' presence rests in scouting new locations, explained Todd Latz, CEO of GoHealth, according to the report. He said the company usually seeks high-traffic areas, often those in close proximity to grocery stores, popular retailers or day care centers. GoHealth analyzes public demographic data and consults with the health system to identify the areas in the community with the greatest need for retail clinics. Mr. Boll declined to name the exact locations of the new Northwell/GoHealth clinics, but said "a significant piece" of the facilities will be in Westchester County. Other loca- tions will be in New York City and Long Island. GoHealth, which also operates in the Portland, Ore., and Vancouver, Wash., areas through a partnership with Port- land-based Legacy Health, also announced a partnership with San Francisco-based Dignity Health to open 12 clinics in the next 10 to 12 months, according to the report. n