SHM Converge Scientific Abstract ePoster Gallery-Say My Name: Understanding the Impact of and Improving Patient Name Pronunciation During Hospitalization

Say My Name: Understanding the Impact of and Improving Patient Name Pronunciation During Hospitalization

Pdf Summary

This quality improvement project examined how correct patient name pronunciation affects the hospital experience and how to improve it. The team noted that little research exists on the topic, but conversations with patients and staff suggested it influences comfort, trust, and inclusion.<br /><br />In Phase 1, they surveyed 55 hospitalized patients in person and emailed a survey to 600 patient advocates, receiving 95 responses (15% response rate). Findings showed that 14% of respondents said their names were rarely or never pronounced correctly, 22% felt less comfortable in the healthcare setting because of this, and 15% reported decreased trust. Patient comments reflected feelings of being unseen or not known as individuals.<br /><br />The project concluded that mispronouncing names can harm the therapeutic relationship between patients and providers and worsen the patient experience. Correct pronunciation was framed as an important part of inclusion and belonging at Michigan Medicine.<br /><br />In Phase 2, the team planned to gather pre-intervention feedback from patients, physicians, and nurses, then test a whiteboard magnet designed to make name pronunciation more visible and easier to use, followed by post-intervention feedback.

Asset Subtitle

Laura Hayward

Meta Tag

Author List Haley Schachter, Kathryn Levy, Katie Grzyb, Kevin Gates, Laura Hayward, Zain El-Amir

Category Research

Concept Patient Name Mispronunciation

Concept Patient Comfort

Concept Patient Trust

Concept Therapeutic Alliance

Concept Quality Improvement

Distinguished Non-Finalist

Presenter Organization University of Michigan

Presenting Author Laura Hayward

Track Quality Improvement

Keywords

patient name pronunciation

hospital experience

patient comfort

patient trust

healthcare inclusion

therapeutic relationship

patient satisfaction

quality improvement

Michigan Medicine

whiteboard magnet

Patient Name Mispronunciation

Patient Comfort

Patient Trust

Therapeutic Alliance

Quality Improvement