Patient Satisfaction“A” Team Effort

Tony Volpe, MDMedical Director of Professional Liability & Risk Management

Melissa Pickelheimer, RPLUOperations & Underwriting Officer – PLPP

Patient Satisfaction…..

EVERY MEMBER OF THE

MEDICAL TEAM PLAYS A ROLE

Consider this…..

Dissatisfaction occurs for many reasons unrelated to direct patient care

A patients perception IS their reality

Perception vs. Expectation• Influencing Expectation

• Minimum ExpectationTo be listened toTo be cared aboutTo receive clear & understandable information

• Treat patients as you would like to be treated

Satisfied Patients Will…..

• Follow Treatment Recommendations

• Follow Referral Recommendations

• Remain Loyal Patients

• File Fewer Malpractice Claims

Sources of Dissatisfaction• Prolonged Waiting Times

Sources of Dissatisfaction• Prolonged Waiting Times

• Isolation in the Exam Room

• Lack of Understanding Diagnosis & Treatment Plan

Sources of Dissatisfaction• Prolonged Waiting Times

• Isolation in the Exam Room

• Lack of Understanding Diagnosis & Treatment Plan

• Difficulty in Obtaining an Appointment

• Billing Disputes

• Complaints Not Addressed Timely

#1 Source of Dissatisfaction

Staff/Physician

Attitudes & Communication

Attitudes & Communication

Can be:• Verbal

• Written

• Behavioral Body Language Mannerisms

Attitudes & Communication• Employ active listening skills

Ask probing questions to ensure patient understanding

• Encourage patient participation

• Avoid interrupting patient

Body Language• Lean forward

• Avoid crossing arms or other negative signs

Attitudes & Communication• Employ Active Listening Skills (con’t)

Be attentive to the patient• Never appeared to be hurried

• Maintaining eye contact

• Avoid external distractions

Be empathetic & supportive• Address concerns or anxieties

• Be sensitive to what the patient isn’t saying

Attitudes & Communication• Avoid Medical Jargon

Use simple terms• Typical patient education levels grade 8

Encourage patient feedback• Reflective techniques

Summarize and Repeat Essential Points

Telephone Communication

Consider this…

• Patients introduction to the practice

• Patients rate communication as yardstick of

quality of care

Telephone Triage

• What’s on your Menu?

• How do you use the Hold Button?

• Why are Repeat Calls an indicator?

• Who is Monitoring your phone etiquette?

Telephone Call Mgt Algorithm

Telephone Call Mgt Algorithm

Measuring Patient Satisfaction

• Patient Satisfaction Surveys

• Tracking Patient Referrals

• External Evaluations

• Internal Evaluations

• Tracking/Trending Complaints

Patient Satisfaction Surveys

• What they can do:Identify ways of improving your practice

• Quality Issues

• Access Issues

• Interpersonal Issues

Demonstrate that your practice is interested in quality and in improving

Identify dissatisfied patients for follow up

Patient Satisfaction Surveys

• TypesIn Office

• Given at patient check in (consistently)• Provide drop off box

Mail• Sent immediately following visit• Allows for anonymous response• Provide self addressed envelope

Telephone• Call within a defined period of time• Allows for further probe if issues are identified

Patient Satisfaction Survey Example

Thank you for completing this short survey. Your answers will help us serve you better.

How long have you been a patient here?

1st visit Less than 1 year 1-3 years Greater than 3 years

  Strongly Agree Agree DisagreeStrongly Disagree

Not Applicable

It was easy to schedule a convenient appointment.

The staff was courteous and helpful.

The time in the waiting room was reasonable.

The forms were easy to understand and complete.

The waiting area was comfortable.

The physician gave me his/her complete attention.

The physician answered my questions clearly.

I was satisfied with my visit with the physician.

I was satisfied by the follow-up appointment scheduling.

I was satisfied with contacting the office by phone.

I received the results of my labs and/ or tests in a timely manner.

I am satisfied with the quality of care I received.

I would recommend the physician/office to friends.

What can we do to make your office visit better?

           

Event Management• Investigate

WhoHow

• Coordinate communicationsWhoPost adverse event enhanced communication

• ResolutionDisclosures“I’m sorry” vs. “I’m responsible”

Event Management• How to reduce events:

Establish realistic expectations with patientsProvide ongoing training to staffEvaluate operations and establish best practices

• Preview patient charts the day before• Discuss scheduling with staff & physicians• Use tasking lists to improve efficiency

Physician Perspective

• Every member of the medical team plays a role in patient satisfaction

• Staff influence on patient satisfaction makes physicians job easier

• Establishing realistic expectations for patients allows them to be met

Physician Perspective

Dissatisfaction + Adverse Event = CLAIM

“Sorry we’re behind.”

“What else can we do for you.”

“Would you like to re-schedule?”

Can diffuse a difficult situation

Medical Malpractice Perspective

• 40% of Med Mal cases in the U.S. are groundless

• Recent Ohio Department of Insurance Report80% of claims reported in Ohio close without payment

to plaintiffAverage cost to defend $35,603 per claim

• Total defense expenses $103,033,668• Increase of 37% from prior year

Average payment to plaintiffs $315,635 per claim• Total payments to plaintiffs $235,463,393• Increase of 10% from prior year

Medical Malpractice Perspective

• Patient Dissatisfaction = Patient Motivation

to File LawsuitsAggravation Factor

• Poor Communication

• Lack of Information

• Lack of Developed Relationship

• ANGER

• Physicians & Staff IMPACT Risk Factors

Questions??