The patients think we've forgotten them, and I guess it's sort of true. But between them and joint commission, we don't know quite what to do. They mandate we are to document on everything we've done, but if we chart just like they say, we have time for only one. So when their pain has gone untreated and become too much to bear. They can take comfort that on their record, it will at least look like we care.
Surveyors are looking in the wrong places. All great services are customer-oriented. In this case, it should be patient-oriented. A significant part of the JC survey needs to be dedicated for patient ratings and reviews over what THEY went through.
