ED Manag. 2006 Dec;18(12):140-1.
One veteran "mystery shopper" has uncovered several common ED practices that can hurt patient satisfaction. You can learn from her observations to improve your ED's customer service: Be sure to let all of your patients know how long they might expect to wait before seeing a doctor. Wash your hands where the patient can see you, so they can be confident you are practicing good hygiene. Clearly explain all forms and discharge instructions to help ensure patient compliance.
一位经验丰富的“神秘顾客”发现了急诊室中一些常见的做法，这些做法可能会影响患者满意度。你可以从她的观察中学习，以改善急诊室的客户服务：一定要让所有患者知道他们大概需要等待多长时间才能见到医生。在患者能看到的地方洗手，这样他们就能确信你保持着良好的卫生习惯。清楚地解释所有表格和出院说明，以确保患者遵守规定。
