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  • Direct Costs Examples include: Hospitalization, drugs, medical supplies and physician visits\n\nIndirect Cost Examples:Result from morbidity and mortality (costs incurred from missing work or owing to a premature death\n\nIntangible Costs Examples: Pain, suffering, and grief\n
  • Direct Costs Examples include: Hospitalization, drugs, medical supplies and physician visits\n\nIndirect Cost Examples:Result from morbidity and mortality (costs incurred from missing work or owing to a premature death\n\nIntangible Costs Examples: Pain, suffering, and grief\n
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Phamgmtgp9 Phamgmtgp9 Presentation Transcript

  • Group 9 Achieving and Measuring Patient Satisfaction
  • Achieving and Measuring Patient SatisfactionGroup 9:Elisabeth AdunlinMarie AntioneMarina AwadDrakeria Barr
  • Learning objectives Identify four conceptualizations of Pt. satisfaction The importance of Pt. Centered care Factors that lead to Pt. Satisfaction The categories of the Echo Model Issues that should be addressed Factors to be considered
  • Achieving and Measuring SatisfactionQuality Patient care is the goal of theU.S. Healthcare System.Pharmacist are well positioned topromote quality healthcare productsand services.Patient satisfaction is a key to qualityindicator in Pharmacy and other
  • Achieving and Measuring PatientSatisfaction This space has been left blank forvideo presentation
  • What is Patient Satisfaction? Why evaluate or measure patient satisfaction?
  • Patient SatisfactionRefers to the degree to which a consumerperceives a healthcare good or service to bevaluablebeneficialusefulappropriate, and effective
  • Patient SatisfactionTo evaluate the performance level ofhealthcare services, and providers.To identify gaps or deficits in serviceprovision to meet patient needs.To implement improvement strategies inresponse to the gaps or deficit.
  • Patient SatisfactionTo evaluate the performance level ofhealthcare services and providers.To identify gaps or deficits the provision ofservice to the consumer.Implement improvement strategies inresponse to the deficiencies.
  • Approach to Measuring PatientSatisfactionPatient Satisfaction conceptualizationQuality assessmentPharmacy SettingPrevalent disease stateAvailable ServiceLocation
  • Pharmacy Quality Indicators Important tools used to evaluate the qualityof health services.Used to reflect Adherence and use ofappropriate medication in a selected Pt.population.Adherence in pts with diabetes ordyslipedimia
  • Pharmacy Quality IndicatorTable 12-1 : Pharmacy QualityIndicatorType of Indicator ExampleProportion of Days Covered The percentage of patients who were dispensed a diabetes medication and were estimated to have medication at least 80% of the measurement period. (Refilled late)Gaps in Therapy The percentage of patients receiving medication for dyslipidemia who experience a significant gap in therapy (>30 days). (refill missed)Suboptimal Control or Treatment The percentage of patients with persistent asthma who were dispensed more than five canisters of a short beta-2 agonist over a 3 months period. (Poor control)High-Risk Medications The percentage of patients over the age of 65 years who received one or more prescriptions for a high-risk medication. (Inappropriate use)
  • The Pharmacy Quality AllianceA collaboration of association and industryrepresentatives.Reflect AdherenceAppropriate use of medicationAssess effects of pharmacist on patient carePatient Satisfaction
  • Patient SatisfactionKey CharacteristicsRelationship to other outcomesApproaches to measuring patient satisfaction
  • Patient Quality IndicatorsInternal Stakeholders:- Stakeholders are people who have a vested interest in the company. They are all effected by wages and job stability..External Stakeholders:- They are involved with the company but not employed directly by
  • Table 12-2: Examples of PharmacyStakeholdersPharmacy type External Internal Stakeholders StakeholdersCommunity Patients and family Pharmacists Physicians and Technicians nurses Clerks Pharmacy benefit Others employees managers Third-party PayersHospital Other customers Patients Pharmacy staff Third-party payers Physicians and Auditors nurses Patient family and Hospital friends Managers Others hospital
  • Conceptualization of Pt. SatisfactionDeveloped by Schommer and Kucukarslan.Describe Four Service- RelatedConceptualization of Pt. Satisfaction.Pharmacy Organizations:-Community pharmacyClinic Pharmaciesuse conceptualization approach to addressor assess patient satisfaction.
  • Four Service –Related ConceptualizationPerformance Evaluation:Refers to the determination of satisfaction withcharacteristics of a Particular Service orPhysical environment. E.g. Interaction with the Pharmacist orLocation of the pharmacy
  • Four Service –Related ConceptualizationAffect Based Assessment:-Refers to the emotional reaction such aspleasure or displeasure of a consumer mayexperience as a result of the service.
  • Four Service –Related ConceptualizationDisconfirmation of Expectation:A Psychological process in which consumersevaluate gap between their expectationsregarding a service, and their perceptions ofthe actual experiment of the service.
  • Four Service –Related ConceptualizationEquity Bases Assessment:-Refers to a consumer’s perception of fairnessin the provision of services including inputsand outcomes generally based oncomparison to another individuals serviceexpansion.
  • Table 12-3: Conceptualization of Patient SatisfactionConceptualization Focus Strengths WeaknessesPerformance Salient Can Evaluate Characteristics are selected by theEvaluation specific inquirer/researcher, which might limit Characteristics of characteristics of a patients in their expression of service service concerns, the process of evaluation is not assessed; the measure might be invalid if the service is ambiguous to respondentsDisconfirmation Cognitive Appraisal Provides an Standardization of key variables andof Expectations of a service understanding of processes has not been achieved; experience the psychological results are sensitive to the type and process of service level of the expectations used for the evaluation studyAffect-Based Emotional response Allows the Provides a limited view of consumerAssessment to a service and investigation of the evaluation of services; might be resultant consumer emotional applicable to discrete service actions responses to encounters but not to long-term services; evaluations particularly useful when consumer expectations are not formed or used for service EvaluationEquity-Based Fairness in what is Allows Assumes that fairness is the keyAssessment gained compared investigation of the determinant of patient satisfaction; few with what it cost the relationship examples of measures for pharmacy consumer between inputs and are available; measures are cognitively outputs of complex for respondents consumer and provider
  • Conceptualization of Patient SatisfactionA Pharmacy Organization such as: Community Pharmacies Clinic Pharmacies May address one or more of these conceptualizations when assessing patient satisfaction.
  • Conceptualization of Patient SatisfactionDepends on the question theOrganization’s attempts to answer inregards to pt. satisfaction. E.g. What are our pt’s feelingsregarding our service to them?
  • Conceptualization of Patient SatisfactionThe Type of conceptualization useddepends on the target or the objective ofthe organization and the resultsexpected.
  • ECHO MODELECONOMICCLINICALHUMANISTIC
OUTCOMESMul$modal
approach
to
evalua$ng
value
and
quality
of
a
healthcare
good,
product,
or
service
  • ECONOMIC APPROACH DIRECT
COSTS  Costs
associated
with
paying
for
medical
care INDIRECT
COSTS  Result
from
morbidity
and
mortality INTANGIBLE
COSTS  Nonfinancial
outcomes;
cannot
be
expressed
 in
monetary
terms
  • CLINICALTherapeutic Outcomes Mortality Blood pressure measures Blood Glucose
  • HUMANISTIC Sociobehavior al outcomes  Medication adherence  Patient Knowledge