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Sanitarium Service

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Review and Herald Publishing Association · Takoma Park Station, Washington, D. C. · Aug 26, 1915

FromReview and Herald, Vol. 92, No. 42.

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Sanitarium Service

By L. A. H.

OUR medical conventions last spring gave our sanitarium workers an opportunity to discuss the various phases of their work in a way that was felt to be helpful to all. One topic was that of the importance of efficient sanitarium service.
Dr. H. W. Miller introduced the subject by calling attention to the need of efficiency in all departments of sanitarium work. He said: “Everything that is done for the patient, from meeting him at the railroad station or at the front door, till he leaves, should be done with the idea of giving him the best service possible. Every worker, from the call boy to the medical superintendent, should feel an individual responsibility in pleasing the patient.
“We must, as far as possible, install equipment with which to do efficient work; we must have facilities that will enable us to render proper service. While we are not competing with other medical institutions in splendor of buildings, luxurious appointments, elaborate furnishings, or quantitative equipment, we must be prepared to render service in keeping with the character of our principles and work.
“There is need of our getting together to study plans and methods, and to exchange ideas. We should be free to pass along any good suggestions that may come to us. We should aim for the highest efficiency in all departments of our work.”
Dr. F. A. Loop thought frequent conventions of medical workers would do much to develop the work and build up its efficiency, and that the department men should visit the sanitariums to give counsel and help. He thought call boys, chambermaids, and other domestic workers should have proper training for their work, and not be changed too frequently from one thing to another. “Regular help,” said he, “means better service, better satisfaction to patients, and more income to the institution.”
L. H. Christian believed that one thing unfavorable to sanitarium success is too frequent changes of the medical superintendent. He said: “People may learn to like a preacher in a week, and not to like him in half an hour. It is not so with the doctor; it takes some time to learn to like him, and a long time not to like him.”
F. M. Wilcox emphasized the importance of first impressions, and the need of keeping up the general appearance of the institution in a way to commend its work. The grounds should be well kept, and the buildings in good repair. Guests should be cordially received, and made to feel at home. A schedule or program that would occupy their time should be provided. The entertainment of patients, he felt, was an important matter. He did not favor the use of the same uniform for dining room service and chamber work.
C. M. Christiansen thought that if apatient could be satisfied the first few days, it would make a good impression, and help the patient to decide to remain. He emphasized the need of trained workers in all departments. He said: “There is no place in an institution where we can use ‘just any kind of help.’”
Dr. W. T. Lindsey believed in more frequent medical conventions, and in more visits from medical department representatives. He also felt the need of efficient and well-trained workers. He spoke of the special need of live, wide-awake individuals as dietitians. He also saw the need of social workers who could give thought and attention to the proper entertainment of patients. He said, “Patients should be seen by the physician as soon as possible after their arrival.”
Dr. T. J. Evans urged that every possible attention be given each individual patient in the matter of diagnosis and service of every kind, and that sincerity and candor should be considered of the greatest importance in dealing with them.
G. B. Starr presented the plan from which he had seen much benefit—that of sending an identification slip to the doctor, nurse, matron, and other department heads immediately after the arrival of each patient. This slip should give the name of the patient, and such other information as would be of interest or assistance to those having the patient in charge.
L. A. Hansen cited instances in which improvement in equipment and furnishings had repaid the institutions within a very short time. Suitable facilities were important, he said; but added to these should be personal interest on the part of each worker to do his individual share in keeping up the efficiency and good service of an institution.
W. C. White suggested that it would be well worth the while to arrange for a competent person to pay particular attention to the inspection of our medical institutions, making such recommendations in a kindly way as would tend to improve the service, and to eliminate the unpleasant and undesirable features of sanitarium life.
C. E. Rice said he believes that SERVICE spells success.
J. J. Ireland approved the sentiment, and gave it as his opinion that the proper service could be given if the organization were what it should be.
R. R. Cook thought that the question of service is largely a matter of education, and that workers can be trained to do things properly rather than improperly.
R. A. Underwood spoke of the importance of putting the heart into service, and the need of all the workers doing their best.
E. G. Fulton thought it was not so much one great thing that gave trouble, but that it was one thousand and one small things. He gave contrasting experiences in various sanitariums, indicating how in little details the guest could receive either a favorable or an unfavorable impression. He thought that our sanitariums could just as well secure the patronage of people who would gladly pay for good service.
Dr. L. A. Sutter called attention to the value of the training in an institution where good service prevailed. The nurse’s work, he said, required accuracy and carefulness in details, and nothing short of the standard should be accepted.
Dr. N. C. Nelson referred to the need of carefulness in charting as one of the points in efficiency.
The following resolutions bearing on the subject were adopted:—
“We recommend, That the North American Division Conference take under consideration the advisability of asking E. G. Fulton to visit our sanitariums to give instruction in culinary service, such as the proper preparation of foods, the arrangement of menus, table waiting, cost system, and other matters of general sanitarium service.
“Resolved, That we approve of annual medical conventions for doctors, managers, leading sanitarium workers, conference presidents, and representative conference workers, for the purpose of studying sanitarium problems.
“We recommend, That a committee of counsel be appointed by the union committee in each union conference where there are two or more sanitariums in the union, for the purpose of studying and working out questions of efficiency and economy and uniformity among the sanitariums as to rates, salaries, policies, and plans, in harmony with the general plan of the department, this committee to be composed of the medical superintendents, business managers of the sanitariums, and the union auditor; and the results of the investigation of this committee to be submitted to the board of each institution for adoption.”
A paper entitled “Efficiency in Our Sanitarium Work” was read by Dr. Geo. A. Thomason, which will be printed.
L. A. H.