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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%
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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$i&t &ro+ o*;etive% to %"*;etive +ediine Pre%%"re o& CPA
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PRINCIP/ES OF PATIENT
SATISFACTION
T$e
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PRINCIP/ES OF PATIENT
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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PRINCIP/ES OF PATIENT
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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PRINCIP/ES OF PATIENT
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$eir ro#e #i:e 2 C#earre%pon%i*i#it)' C#ear per&or+ane' So"nd +ea%"re+entand &eed*a:' Co"ra!eo"% onver%ation' Con%e
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PRINCIP/ES OF PATIENT
SATISFACTION
T$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
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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
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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
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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# $air%
Patient %a&et) +ea%"re%
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P
ERCEPT
ION
Patient% o(n e1periene in$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 $arterP"*#i &ai#itie%
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JUA/ITY MEDICA/ CARE MODE/ OF PATIENT SATISFACTON
CUSTOMER CONTINUITY OFEFFECTI8E CARE
COMMITMENTOF HOSPITA/
STAFF
PHYSICA/FACI/ITY
POSITI8EATTITUDE OF
CAREPRO8IDERS
SATISFACTION /E8E/
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FACTORS INF/UENCING
PATIENT SATISFACTION
SATISFACTION APPROPRIATENESS RE/E8ANT PATIENT CARE
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RO/E OF PROFESSIONA/S
Under%tand t$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$er are!iver%
C"#tivate tea+ #i+ate
A:no(#ed!e tea+ +e+*er ontri*"tion%
De+on%trate +"t"a# re%pet Ho#d +e+*er% ao"nta*#e &or o"to+e% deve#op tea+ (or: "#t"re
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RO/E OF PATIENT4RE/ATI8ES
Di%"%% (it$ 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
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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
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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/
T0AN; YOU
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