“Supporting a Patient Satisfaction Focused Culture” Erla, Marion and Nevine

1. 6/20/11 Killarney Medical Clinic

11. 6/20/11 Killarney Medical Clinic Providing Culturally Competent Care Marion McGuinness

18. 6/20/11 Killarney Medical Clinic Summary By increasing our knowledge and awareness of the cultural beliefs and practices of various cultural groups, we will be more sensitive to our patient needs and more respectful of their healthcare practices.

19. Client feedback responses Killarney Medical Clinic Customer complaints

20. Customer complaints Killarney Medical Clinic They are the parameters for any business. Nobody likes them but they are like alarms saying: There is something wrong.

21. Complaints management Killarney Medical Clinic First understand the causes . Take decisions how to solve them, how long this solution will take time. Contact your customers, to understand what has happened and the steps that will be taken to resolve the problem. Document all procedures to increase the quality of your services. Train your stuff how to face complaints in a positive attitude.

22. Causes for complaints. Killarney Medical Clinic

23. System-related complaints Killarney Medical Clinic -The appointments are not accurate. - The phone lines are most of the time busy. -No notification is send in case the physician is on vacation.

24. Physician-related complaints Killarney Medical Clinic - the treatment plane is never explained at the beginning. -No follow up. -There is misunderstanding between me and the dentist due to our different language.

25. Clinic- related factors Killarney Medical Clinic -The light in the dental clinic is not enough. -Not enough chairs in the waiting rooms.

26. Staff-related complaints Killarney Medical Clinic - The translator some times is not available. - Sometimes there is no one at the reception. - One of the nurses is not cooperative, she does not answer our questions.

27. Feedback sheet Killarney Medical Clinic Personal data: Name: Phone number: Email: Date of last visit: Complaints: Suggestions: Thank you, to contact us: Phone:………, Fax:………, E-mail

28. The Evaluation Sheet Please fill up the evaluation sheet and return it back. THANK YOU 6/20/11 Killarney Medical Clinic