Patient Satisfaction


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Patient behaviour and/or expectations about service to be provided

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Patient Satisfaction

  1. 1. Patient is God
  2. 2. P atient Behaviour
  3. 3. Determinants of patient behaviour <ul><li>His/her past experience </li></ul><ul><li>His/her perception </li></ul><ul><li>The information gathered or received about the Institute </li></ul><ul><li>Patient attitude </li></ul><ul><ul><li>He/she may be good </li></ul></ul><ul><ul><li>He/she may be </li></ul></ul><ul><ul><ul><li>Argumenting attitude </li></ul></ul></ul><ul><ul><ul><li>impatient attitude </li></ul></ul></ul>
  4. 4. Patient Expectations <ul><li>Welcoming Service </li></ul><ul><ul><li>Caring Reception </li></ul></ul><ul><ul><li>Good information </li></ul></ul><ul><ul><li>Better Guidance </li></ul></ul><ul><li>Kind Hospitality </li></ul><ul><ul><li>Understanding Problem </li></ul></ul><ul><ul><li>Clear Explanation of Diagnosis and Treatment </li></ul></ul>
  5. 5. Patient Care Service Treatment Procedure /Policies Patient Satisfaction
  6. 6. Non-Paying Patient <ul><li>Knows about the institute before coming that it is offering free service to poor& needy </li></ul><ul><li>Fears whether we offer him/her free treatment or not </li></ul><ul><li>Some feel nervous to enter into big institute </li></ul><ul><li>When he Satisfies </li></ul><ul><ul><li>Kind hearted Welcome </li></ul></ul><ul><ul><li>Caring support </li></ul></ul><ul><ul><li>Good treatment </li></ul></ul><ul><ul><li>Right information & guidance </li></ul></ul><ul><ul><li>Respect </li></ul></ul>
  7. 7. Person having Eye problem <ul><li>Comes to know about the Hospital </li></ul><ul><li>Decides to undergo Eye checkup at LVPEI </li></ul><ul><li>He may gather information </li></ul><ul><ul><li>through website </li></ul></ul><ul><ul><li>Telephone lines </li></ul></ul><ul><ul><li>Friends & Relatives </li></ul></ul>
  8. 8. <ul><li>May come directly </li></ul><ul><ul><li>Listen to his Eye problem </li></ul></ul><ul><ul><li>If not emergency advise him to took Appointment </li></ul></ul><ul><ul><li>Tell him about Evening Clinic, if it suits to him </li></ul></ul><ul><ul><li>Guide him in choosing Doctor according to the availability of Appointment on particular day </li></ul></ul><ul><li>If patient has some eye problem needs immediate treatment </li></ul><ul><ul><li>Show the patient in Emergency Clinic and make it confirm with Optometrist or Doctor </li></ul></ul><ul><ul><li>If it is emergency, proceed with registration </li></ul></ul>
  9. 9. <ul><li>If patient comes from far off place </li></ul><ul><ul><li>According to the doctors schedule accommodate him/her on the same day as Walk-in patient </li></ul></ul><ul><li>When patient comes with appointment </li></ul><ul><ul><li>Greet the patient </li></ul></ul><ul><ul><li>explain about the services </li></ul></ul><ul><ul><li>proceed with registration </li></ul></ul><ul><ul><li>explain the procedure of complete eye examination </li></ul></ul><ul><ul><li>Give him PD card </li></ul></ul><ul><ul><li>Ask him whether he taken food or not </li></ul></ul><ul><ul><li>Advice him according to time </li></ul></ul>
  10. 10. Supporters & Sight Savers <ul><li>They do not like to spend lot of time in the Hospital </li></ul><ul><li>They ready to pay more to save time </li></ul><ul><li>They expect better services </li></ul><ul><li>They feel happy to contribute to support a poor patient </li></ul>
  11. 11. Followup Patient <ul><li>Expects identification and Receiving from the Staff </li></ul><ul><li>Curiosity to see the Doctor & share his/her position after using the prescribed treatment </li></ul>
  12. 12. When a Test advised <ul><li>He has to be explained the purpose of the Test </li></ul><ul><li>Make him feel Comfortable </li></ul><ul><li>Wipe off all his fears </li></ul><ul><li>Explain the procedure of Treatment </li></ul>
  13. 13. When Surgery Advised <ul><li>Patient feels fearsome regarding surgery </li></ul><ul><li>He gets lot of doubts </li></ul><ul><li>Expects special caring & understanding from Doctors and Counselors </li></ul><ul><li>Wants to ask all his doubts and clarify </li></ul><ul><li>Cost of surgery </li></ul>
  14. 14. Post-surgery behaviour <ul><li>Curious to see the improvement in vision </li></ul><ul><li>Wants to hear positive words from doctor regarding his present position </li></ul><ul><li>Expects more recognition from staff </li></ul>
  15. 15. When patient Satisfies <ul><li>Good Treatment and service </li></ul><ul><li>Listening to his problem patiently </li></ul><ul><li>Care taken when he is in need </li></ul><ul><li>He allowed to talk on his doubts and clarified them clearly </li></ul><ul><li>Guidance when he is not in a position to make a decision </li></ul><ul><li>When he is given Respect </li></ul>
  16. 16. How to make patient satisfied <ul><li>Listening to all his problems and doubts </li></ul><ul><li>Communicating clearly the procedure involved at various stages of treatment </li></ul><ul><li>Apologize whenever we make any mistake or wrong understanding of problem </li></ul><ul><li>Analyze the reasons for patients anger </li></ul><ul><li>Educate the patient regarding eye problems </li></ul><ul><li>Let him know the policies and procedures of our institute and make him to accept them as good </li></ul>
  17. 17. A well Satisfied patient is an Asset to the Institute forever
  18. 18. Thank You R. Yasholatha