Measuring Customer Satisfaction and Patient Safety

7/26/2019 Measuring Customer Satisfaction and Patient Safety

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MEASURING CUSTOMER SATISFACTION ANDPATIENT SAFETY


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WHAT IS PATIENT

SATISFACTION?

- To provide patient-entered are reatin! a

"#t"re t$at aept% peop#e &or' ($o t$e) areand ($ere t$e) are in #i&e )#e' *) +eetin!t$eir need% at t$e point' (it$ t$e $ea#t$%)%te+,% +i%%ion to are &or t$e *od)' +indand %pirit o& patient%

.Patient% are t$e &o"ndation o& o"r +edia#pratie It i% ver) o*vio"% t$at t$e) +"%t *e%ati%&ied ($i#e in or o"t o& t$e $o%pita#


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CHA//ENGE FOR HEA/TH

CARE

O&ten #on!-ter+ d"ration o& interation

Hei!$tened e+otiona# #eve#% 0 an1iet)' &ear' pain P"rpo%e2 to +eet need% Ai+2 to red"e de+and via e&&etivene%% Wide and inrea%in! !ap *et(een pro&e%%iona# o+petene and

patient "nder%tandin! P"*#i and private %etor o+petition

Open *"t *#"rred de+aration *et(een patient andpratitioner

A+*i!"o"% o"to+e% &or patient% and pro&e%%iona#% E1traordinar) e1periene rare and inten%e e+otion% di&&i"#t to

de%ri*e 3per%ona#4a*%trat5 an a"%e po%itive4ne!ative areeva#"ation


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O67ECTI8E OF PATIENT

SATISFACTION

Hea#t$ Care In%tit"tion% are pri+ari#) patient entriPatient Sati%&ation i% t$e %tron!e%t deter+inant o&

$o%pita# &"ntionin!U#ti+ate !oa# o& t$e $o%pita# i% %ati%&ation o& it%

"%to+er%Not on#) to %ati%&) and ared-&or patient% and &a+i#ie%'

*"t a#%o a po%itive o"to+e &or )o"r %ta&&' )o"ro++"nit) and )o"r or!ani9ation,% $ea#t$ PatientSati%&ation depend% on (or:er% +otivation'dediation and d"t) to(ard% t$e patient%


5/31

WHY PATIENT

SATISFACTION?

Inrea%ed #a) :no(#ed!e and ta*oo Inrea%ed a(arene%% o& pro&e%%iona# &a##i*i#it) and

dia!no%ti "nertaint) Ri%e in %:eptii%+ a*o"t +ediine4%iene A(arene%% o& (ider in"ene% on $ea#t$ S$i&t in &o"% &ro+ a"te to $roni ondition%

Wide variation in #inia# pratie Pre%%"re to inrea%e ao"nta*i#it) Pre%%"re to de+orati9e p"*#i $ea#t$ %)%te+% S$i&t &ro+ o*;etive% to %"*;etive +ediine Pre%%"re o& CPA


6/31

PRINCIP/ES OF PATIENT

SATISFACTION

T$e


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SATISFACTION

=An1iet) i% t$e r"%t o& #i&e' de%tro)in! it% *ri!$tne%% and(ea:enin! it% po(er>

Patient% are $i!$#) an1io"%To reate an e1eptiona# patient e1periene' (e need to

&o"% on preventin! or #e%%enin! an1iet) &or patient%and &a+i#ie%

2) MANAGING ANXIETY, FEAR AND PAIN


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SATISFACTION

So+e e+otion% don,t +a:e a #ot o& noi%e I& (e don,to++"niate o"r arin!' patient% and &a+i#ie% +i!$tt$in: (e don,t are

3) BETTER COMMUNICATION


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SATISFACTION

Patient% and &a+i#ie% (ant per%ona#i9ed are and%ervie

4) PERSONAL ATTENTION

5)STAFF AACOUNTABILITY

A## %ta&& +"%t *e ao"nta*#e &or t$eir ro#e #i:e 2 C#earre%pon%i*i#it)' C#ear per&or+ane' So"nd +ea%"re+entand &eed*a:' Co"ra!eo"% onver%ation' Con%e


10/31


SATISFACTION

T$e +ore %tron!#) )o"r $o%pita#,% "#t"re %"pport% t$e


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5 /eader%$ip 8i%ion and Co++it+ent

@5 Proe%% de%i!n and Contin"o"%I+prove+ent

5 E+p#o)ee En!a!e+ent andE+po(er+ent

B5 Ao"nta*i#it) &or a## ate!or) o& %ta&&

5 Monitorin! Feed*a: and 8ertia# andHori9onta# Co++"niation

5 Sta&& Deve#op+ent and Trainin!

5 Re(ard and Reo!nition

5 Servie Reover)

5 Di%%ati%&ation to Sati%&ation

5 Patient Fo"% and S"%taina*i#it)

TEN PI//ARD OF PATIENT SATISFACTION


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WHO ARE THE HOSPITA/

CUSTOMERS?

Dotor% N"r%in! %ta&&

Para+edi% Ot$er% N"r%in! Order#) Sanitation Sta&& Patient

Re#ative% 8i%itor% A!ent% 8endor% Co++"nit) a% a ($o#e


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TYPES OF CUSTOMERS

Dii!"#$ $% &'(# i$* + de+andin!' anno)in!'"nrea#i%ti' #o"d and o*;etiona*#e

D'i-(.#'+ p#ea%ant' ea%)!oin!' ao++odatin! and:no(#ed!ea*#e

O$*'-+ ti+id'


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PATIENT SATISFACTION STAFF SATISFACTION

Greater pro&ita*i#it)

I+proved patient retention andpatient #o)a#t)

Inrea%ed patient re&erra#%

I+prove prod"tivit)

I+proved o+p#iane

6etter %ta&& +ora#e

Red"ed %ta&& t"rnover

I+proved o##etion%

Greater e&&iien)

Red"ed ri%: o& +a#pratie

%"it Per%ona# and pro&e%%iona#

&"#&i##+ent

AD8ANTAGE OF PATIENT SATISFACTION

THE PROCESS OF ENSURING PATIENT SATISFACTION2

Patient %ati%&ation TJM 3Tota# J"a#it) Mana!e+ent5


15/31

C UST O MER SA T I SFA C T IO N

EXPECTATION

Pereption2

At e1i%t

A&ter e1i%t

At entr)

D"rin! %ta)

DETERMINANTS OF

SATISFACTION EKPECTATION


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Pereption2

CLINICAL Corret dia!no%i%

Ade


17/31

Pereption2

PATIENT EXPECTATION LEEL

Attained $ea#t$ %tat"% o& t$e patient

Soio-eono+i %tat"%

/eve# o& ed"ation

Pa%t e1periene in t$e %a+e or ot$er $o%pita#

DETERMINANTS OF

SATISFACTION EKPECTATION


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E

XPECTA

TION

To $ave #inia# ore o+petene

Good #inia# dia!no%i%

F"## on&idene

Rationa# t$erap)

Evidene *a%ed pratie

Ear#) "re

Ade


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FUNCTIONALSER1ICE

COMP

ONENT

Honor t$e appoint+ent%

Appoint+ent %)%te+ %$o"#d *e a"rate *"t

e1i*#e Co++"niate (e## (it$ t$e+ in da) to da)

#an!"a!e

Media# ;ar!on% %$o"#d *e avoided

To #i%ten to t$eir pro*#e+% patient#) and !ive

t$e+ eno"!$ ti+eMa%ter t$e art o& #i%tenin!

S$o( per%ona# onern &or t$e patient

6od) #an!"a!e' !reetin!' a !ood i+pre%%ion o&a arin! p$)%iian' +a:e it vi%i*#e t$at (e are

(it$ t$e+ in t$eir (or%t ti+e% too To e1p#ain ever)t$in! a*o"t t$e i##ne%% and

treat+ent


20/31

B

E0A1IO

URAL

Sta&& %$o(% are' onern' o"rte%)and e+pat$)

Patient% %pend +ore ti+e (it$para+edia# %ta&&

6e$avio"r and attit"de o& t$e %ta&& to*e po#ite and ooperative

Go *e)ond t$e r"#e% o& d"t) to $e#pHand#e per%ona# and te#ep$oni

onver%ation%

Pro+ptne%% in a## re%pon%e

D"rin! e+er!en) a%e' ad+i%%ion%%$o( a %)+pat$)

Provide de%ired in&or+ation


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S

ATISFAC

TION

Proper do"+entation

Good #e!i*#e pre%ription%' a detai#ed

%"++ar)' erti&iate%' pro+pt i%%"e o&paper% &or +edi-#ai+

C#ear e1p#anation &or ad+ini%tration o&+ediine to en%"re o+p#iane

Provide $o%pita# in&or+ation *ro$"re andto $ave in&or+ative %i!n *oard%

Tran%paren) in &inania# +atter% 3one o&t$e +a;or a"%e% &or di%%ati%&ation5

Proper di%p#a) o& ro"tine on%"#tation and

indoor $ar!e%S$o"#d *e proper#) in&or+ed a*o"t t$e

e1peted e1pendit"re *e&ore an) proed"reor ad+i%%ion


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P

ATIENT7S

C

ON1ENIENCE

To "%e +odern te$no#o!)

Co+p"teri9ation and adaptationto ne( te$no#o!) &or dia!no%tiand t$erape"ti p"rpo%e%

To $ave ea%) o( *et(een

vario"% %ervie%Patient %$o"#d not *e (a%tin!

ti+e to avai# o& vario"% %ervie%3Ma) I He#p Yo" de%:' %i!na!e

and tran%&er &ai#itie%' tro##e) and($ee# $air%

Patient %a&et) +ea%"re%


23/31

P

ERCEPT

ION

Patient% o(n e1periene in$o%pita#

Ear#) reover) and di%$ar!e

E1periene o& re#ative% andvi%itor%

Word o& +o"t$Adverti%e+ent% o& &ai#itie%

Finania# %$e+e

Citi9en $arterP"*#i &ai#itie%


24/31

JUA/ITY MEDICA/ CARE MODE/ OF PATIENT SATISFACTON

CUSTOMER CONTINUITY OFEFFECTI8E CARE

COMMITMENTOF HOSPITA/

STAFF

PHYSICA/FACI/ITY

POSITI8EATTITUDE OF

CAREPRO8IDERS

SATISFACTION /E8E/


25/31

FACTORS INF/UENCING

PATIENT SATISFACTION

SATISFACTION APPROPRIATENESS RE/E8ANT PATIENT CARE


26/31

RO/E OF PROFESSIONA/S

Under%tand t$e i+portane o& patient invo#ve+ent in t$eir o(n $ea#t$and $ea#t$ are' a% o-prod"er%' not on%"+er%

Prioriti9e ($at i% i+portant to patient% and t$eir in&or+a# are% ($i#%t+aintainin! a ritia# pro&e%%iona# vie(

Maintain ($at i% pereived to *e !ood and i+prove ($at need%i+provin! invo#ve a## %ta&& &ro+ t$e *e!innin! in t$e e&&ort

Dra( o+pari%on% over ti+e and (it$ ot$er are!iver%

C"#tivate tea+ #i+ate

A:no(#ed!e tea+ +e+*er ontri*"tion%

De+on%trate +"t"a# re%pet Ho#d +e+*er% ao"nta*#e &or o"to+e% deve#op tea+ (or: "#t"re


27/31

RO/E OF PATIENT4RE/ATI8ES

Di%"%% (it$ pro&e%%iona#% to %$are in&or+ation and'i& de%ired' to %$are dei%ion%

Cooperate (it$ $o%pita# %ta&&

Maintain di%ip#ine and #ean#ine%%

See: $e#p &ro+ vo#"ntar) and o++"nit) !ro"p%' a%(e## a% provide t$e+ (it$ &eed*a:

S"!!e%t i+prove+ent


28/31

RO/E OF SOCIETY

8o#"ntar) and o++"nit) !ro"p% an di%"%% (it$pro&e%%iona#% t$eir (a)% o& o++"niation inre#ation to %pei&i ondition% or pop"#ation !ro"p%

Provide ae%%i*#e and appropriate ed"ationa#re%o"re% to ena*#e patient% and t$eir &a+i#ie% to *einvo#ved a% +"$ a% t$e) (i%$ to *e in"ene po#i)and p#annin! to re


29/31

MEASUREMENT OF PATIENT

SATISFACTION

8ario"% +et$od% are "%ed to +ea%"re #eve# o& patient%ati%&ation

It +a) *e diret#) &ro+ t$e patient or indiret#) &ro+o++"nit) re%pon%e

O.8'!$i9'2 to i+prove &ai#itie% and per&or+ane#eve#


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SUR EY S CRITICAL INCIDENT TEC0NIQUE

Q UEST I O NNA I R ES

C A SE ST UDI ES

INTERIE:S O B SER A T I O N5

TOO/S TO MEASURE

PATIENT SATISFACTION


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/END/

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Measuring Customer Satisfaction and Patient Safety

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