Sie sind auf Seite 1von 31

MEASURING CUSTOMER SATISFACTION AND

PATIENT SAFETY

WHAT IS PATIENT
SATISFACTION?
-

To provide patient-centered care creating a


culture that accepts people for, who they are
and where they are in life cycle, by meeting
their needs at the point, with the health
systems mission to care for the body, mind
and spirit of patients.

*Patients are the foundation of our medical


practice. It is very obvious that they must be
satisfied while in or out of the hospital.

CHALLENGE FOR HEALTH


CARE

Often long-term duration of interaction


Heightened emotional levels anxiety, fear, pain.
Purpose: to meet needs.
Aim: to reduce demand via effectiveness
Wide and increasing gap between professional competence and
patient understanding
Public and private sector competition
Open but blurred demarcation between patient and
practitioner
Ambiguous outcomes for patients and professionals
Extraordinary experience rare and intense emotions difficult to
describe (personal/abstract) can cause positive/negative care
evaluation

OBJECTIVE OF PATIENT
SATISFACTION
Health Care Institutions are primarily patient centric.
Patient Satisfaction is the strongest determinant of
hospital functioning.
Ultimate goal of the hospital is satisfaction of its
customers.
Not only to satisfy and cared-for patients and families,
but also a positive outcome for your staff, your
community and your organizations health. Patient
Satisfaction depends on workers motivation,
dedication and duty towards the patients.

WHY PATIENT
SATISFACTION?
Increased lay knowledge and taboo
Increased awareness of professional fallibility and
diagnostic uncertainty
Rise in skepticism about medicine/science
Awareness of wider influences on health
Shift in focus from acute to chronic conditions
Wide variation in clinical practice
Pressure to increase accountability
Pressure to democratize public health systems
Shift from objectives to subjective medicine
Pressure of CPA

PRINCIPLES OF PATIENT
SATISFACTION
1) QUALITY OF CARE
The quality patient experience doesnt happen by
accident but by standardized practice.
A consistently great patient experience is not a matter
of attitude, awareness or positive intent but a matter of
design and continuous quality improvement.

PRINCIPLES OF PATIENT
SATISFACTION
2) MANAGING ANXIETY, FEAR AND PAIN
Anxiety is the rust of life, destroying its brightness and
weakening its power.
Patients are highly anxious.
To create an exceptional patient experience, we need to
focus on preventing or lessening anxiety for patients
and families.

PRINCIPLES OF PATIENT
SATISFACTION
3) BETTER COMMUNICATION
Some emotions dont make a lot of noise. If we dont
communicate our caring, patients and families might
think we dont care.

PRINCIPLES OF PATIENT
SATISFACTION
4) PERSONAL ATTENTION
Patients and families want personalized care and
service.

5)STAFF AACOUNTABILITY
All staff must be accountable for their role like : Clear
responsibility, Clear performance, Sound measurement
and feedback, Courageous conversation, Consequences
reporting.

PRINCIPLES OF PATIENT
SATISFACTION
6) SOUND ORGANIZATIONAL CULTURE
The more strongly your hospitals culture supports the
quality patient experience, the more sustainable are
impressive levels of patient satisfaction.
Effective long-term strategies inevitably involve a fresh
look at the hospital culture and how it drives or
restrains your patient experience vision.

TEN PILLARD OF PATIENT SATISFACTION

1)
2)
3)
4)
5)

Leadership Vision and Commitment


Process design and Continuous
Improvement
Employee Engagement and
Empowerment
Accountability for all category of staff
Monitoring Feedback and Vertical and
Horizontal Communication

6)
7)
8)
9)
10)

Staff Development and Training


Reward and Recognition
Service Recovery
Dissatisfaction to Satisfaction
Patient Focus and Sustainability

WHO ARE THE HOSPITAL


CUSTOMERS?

Doctors
Nursing staff
Paramedics
Others Nursing
Orderly Sanitation Staff
Patient
Relatives
Visitors
Agents
Vendors
Community as a whole

TYPES OF CUSTOMERS

Difficult

to deal with : demanding,


unrealistic, loud and objectionable

annoying,

Desirable:

pleasant, easygoing, accommodating and


knowledgeable.

Others:

timid, questioning, unprepared, lacking in


knowledge and uncertain about what they want or need.
Hospital has to handle them all.

ADVANTAGE OF PATIENT SATISFACTION


PATIENT SATISFACTION

STAFF SATISFACTION

Greater profitability
Improved patient retention and

patient loyalty
Increased patient referrals
Improve productivity
Improved compliance
Better staff morale

Reduced staff turnover


Improved collections
Greater efficiency
Reduced risk of malpractice

suit.
Personal and professional
fulfillment
THE PROCESS OF ENSURING PATIENT SATISFACTION:

Patient satisfaction = TQM (Total Quality Management)

DETERMINANTS OF
SATISFACTION EXPECTATION
CUSTOMER SATISFACTION
EXPECTATION
Perception:
At exist
After exist
At entry
During stay

DETERMINANTS OF
SATISFACTION EXPECTATION
Perception:
CLINICAL
Correct diagnosis
Adequate care
Prompt treatment
NON-MEDICAL
Appropriate physical facility
Functional service component

BEHAVIOURAL

To be listened to with patient

DETERMINANTS OF
SATISFACTION EXPECTATION
Perception:

PATIENT EXPECTATION LEVEL


Attained health status of the patient
Socio-economic status
Level of education
Past experience in the same or other hospital

To have clinical core competence.


Good clinical diagnosis

EXPECTATION

Full confidence
Rational therapy
Evidence based practice
Early cure
Adequate care
Reasonably good physical facilities
Approachable location with good parking facility
Child-friendly environment
Cleanliness
Facilities for recreation
Proper place for eating
Enough space for various facilities
Impart education: handouts, video example.

Honor the appointments.

FUNCTIONAL SERVICE
COMPONENT

Appointment system should be accurate but

flexible.
Communicate well with them in day to day
language.
Medical jargons should be avoided.
To listen to their problems patiently and give
them enough time.
Master the art of listening.
Show personal concern for the patient.
Body language, greeting, a good impression of
a caring physician, make it visible that we are
with them in their worst times too.
To explain everything about the illness and
treatment.

BEHAVIOURAL

Staff shows care, concern, courtesy

and empathy.
Patients spend more time with
paramedical staff.
Behaviour and attitude of the staff to
be polite and cooperative.
Go beyond the rules of duty to help
Handle personal and telephonic
conversations
Promptness in all response
During emergency case, admissions
show a sympathy.
Provide desired information.

Proper documentation

SATISFACTION

Good

legible prescriptions, a detailed


summary, certificates, prompt issue of
papers for medi-claim
Clear explanation for administration of
medicine to ensure compliance.
Provide hospital information brochure and
to have informative sign boards.
Transparency in financial matters (one of
the major causes for dissatisfaction)
Proper display of routine consultation and
indoor charges
Should be properly informed about the
expected expenditure before any procedure
or admission.

To use modern technology.

PATIENTS
CONVENIENCE

Computerization and adaptation

to new technology for diagnostic


and therapeutic purposes.
To have easy flow between
various services.
Patient should not be wasting
time to avail of various services
(May I Help You desk, signage
and transfer facilities, trolley and
wheel chairs.
Patient safety measures

PERCEPTION

Patients own experience in

hospital.
Early recovery and discharge.
Experience of relatives and
visitors
Word of mouth
Advertisements of facilities
Financial scheme
Citizen charter
Public facilities

QUALITY MEDICAL CARE MODEL OF PATIENT SATISFACTON

CUSTOMER CONTINUITY OF
EFFECTIVE CARE

COMMITMENT
OF HOSPITAL
STAFF

PHYSICAL
FACILITY

SATISFACTION LEVEL

POSITIVE
ATTITUDE OF
CARE
PROVIDERS

FACTORS INFLUENCING
PATIENT SATISFACTION
SATISFACTION APPROPRIATENESS
RELEVANT PATIENT CARE

ROLE OF PROFESSIONALS
Understand the importance of patient involvement in their own health

and health care, as co-producers, not consumers.


Prioritize what is important to patients and their informal cares whilst
maintaining a critical professional view.
Maintain what is perceived to be good and improve what needs
improving involve all staff from the beginning in the effort.
Draw comparisons over time and with other caregivers.
Cultivate team climate
Acknowledge team member contributions
Demonstrate mutual respect
Hold members accountable for outcomes develop team work culture.

ROLE OF PATIENT/RELATIVES
Discuss with professionals to share information and,

if desired, to share decisions.


Cooperate with hospital staff.
Maintain discipline and cleanliness
Seek help from voluntary and community groups, as
well as provide them with feedback
Suggest improvement.

ROLE OF SOCIETY
Voluntary and community groups can discuss with

professionals their ways of communication in


relation to specific conditions or population groups.
Provide accessible and appropriate educational
resources to enable patients and their families to be
involved as much as they wish to be influence policy
and planning to require patient-centered working
practices.

MEASUREMENT OF PATIENT
SATISFACTION
Various methods are used to measure level of patient
satisfaction.
It may be directly from the patient or indirectly from
community response
Objective: to improve facilities and performance
level

TOOLS TO MEASURE
PATIENT SATISFACTION
SURVEYS
CRITICAL INCIDENT TECHNIQUE
QUESTIONNAIRES
CASE STUDIES
INTERVIEWS
OBSERVATION5

-ENDTHANK YOU.