Emergency medicine physicians dedicate themselves to refine their clinical skills and medical judgment over many years, sometimes decades. It is expected that patients treated by them respect all that training and experience, right?
Surprisingly enough, many patients do not mention medical skill when asked about their experience. According to a landmark study, quality of care in the ER was associated with eight factors, and none involve clinical ability. They are: physician and nurse courtesy, waiting room comfort, acquiring information about their condition and prognosis, privacy, waiting time, cleanliness, and satisfactory pain control.
Although the physician’s intelligence and competency is a key quality, the patient assumes that the physician’s knowledge and capabilities are optimized at a high level considering that they work in an emergency room setting. Patients don’t care how much you know, until they know how much you care.
Being part of the customer service industry for the past 20 years has given me an insight on how people want to be treated. Regardless of the situation, people want to experience courteous, expedient service, and feel like that they are of importance. As Director of Marketing, my main goal is to promote the services we provide here at STAT; however, I don’t want to seem biased. Prior to working with this wonderful group of people, I had the opportunity to experience firsthand the very kind, focused, and attentive staff when I brought my good friend to the emergency room.
Last year, my friend Jackie slipped and broke her ankle. We weren’t sure if it was broken at the time but she knew something was wrong. The pain she was experiencing was definitely real and we knew we needed to go somewhere that would attend to her quickly I definitely took note on how courteous everyone was, and how sincere their attentiveness came across. It was at that moment when Dr. Edwards first approached her that I knew this was unlike any other traditional emergency room. His professionalism, the personalized attention he provided, along with the levity he brought to the situation to try and calm her, really impressed me. Dr. Edwards took the time to explain what was happening and what she needed to do next.
Being kind and empathetic goes a long way in gaining a patient’s confidence. Coming to an ER can be stressful enough without having to deal with unfriendly, inattentive, and disorganized medical staff. Patient satisfaction can also be improved if patients are encouraged to express their ideas, concerns, and expectations. At STAT, our physicians and medical staff always take the time to explain everything thoroughly, and are readily available to revisit with the patient when they still have any questions regarding the care provided to them.
Stat Emergency Centers’ different approach in modernizing facilities, implementing fast registration processes, prompt triage, patient diagnosis & treatment by an experienced emergency physician, and ultimately offering an array of concierge-style services is what sets us apart from other emergency rooms.
Our mission statement to assure that responsibility for life is met with the highest standards in care, respect, dignity and humility is definitely upheld by all the staff at STAT Emergency Center of Laredo.
“Trusted for Our Experience, Chosen for Our Care”
Stat Emergency Center of Laredo is a freestanding emergency room with a team of Board Certified and/or experienced ER physicians, nurses, and technologists that are available 24/7. We use the latest equipment and technology of a modern hospital emergency room, including CT scans, bedside emergency ultrasound, digital radiology, and a full clinical laboratory ─ all in the comfort of an upscale clinical environment right in your neighborhood. Stat Emergency Center of Laredo is open 24 hours a day, 365 days a year!
We now offer 2 convenient locations at: