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Care in Medical Care

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Care in Medical Care Care in Medical Care Presentation Transcript

  • Service Excellence: Every Patient, Every Time The Care in Medical Care Written and Presented By: Xóchitl Ybarra, M.A.
  • Presentation Outline
    • What Patients Want From Physicians: Medical Treatment or Medical Care?
    • Patient Satisfaction In Today’s Competitive Health Care Environment
    • What Is Service Excellence?
    • Ideas for Excellence
    Service Excellence…Every Patient, Every Time.
  • What Patients Want From Physicians: Medical Treatment or Medical Care? Service Excellence…Every Patient, Every Time.
  • Medical Treatment or Medical Care?
    • Medical treatment is what the physician does for an illness.
    • A physician’s medical skills are a given (not questioned) by patients.
    • Medical care is what patients want to receive from the physician. A physician’s service approach is how patients choose a physician.
    • Medical care involves empathy, communication and being there for the patient as needed.
    Service Excellence…Every Patient, Every Time.
  • The Role of the Physician – In the Patient’s Eyes
    • Patients see physicians as their trusted guides through frightening and potentially life-changing experiences
    • Patient’s place confidence in physicians to feel safe and protected
    • Physician is voice of authority
    • Physician is a “life saver” (patient has strong sense of gratitude)
    Service Excellence…Every Patient, Every Time.
  • What Patients Want From Physicians
    • Patients want personal treatment (not to be treated like a case)
    • Patients want to be treated with interest and compassion
    • Patients want quality time with their physicians – not to be hurried along
    • Patients want physicians to follow through
    Service Excellence…Every Patient, Every Time.
  • What Patients Want From Physicians
    • Patients want physicians to take quality time (not to feel rushed) to explain procedures, risks, benefits, results, etc.
    • Patients want their privacy and dignity protected
    • Patients want culturally sensitive care (includes language and religious needs)
    • Patients want physicians to “be there” when they need them
    Service Excellence…Every Patient, Every Time.
  • Patient Satisfaction In Today’s Competitive Health Care Environment Service Excellence…Every Patient, Every Time.
  • Today’s Patient Satisfaction Landscape
    • Patient satisfaction has become a high priority for physicians across the country, because of its impact on:
    •  perceptions of quality of care
    •  patient loyalty/business growth
    •  a physician’s reputation
        • office staff satisfaction and retention
        • a physician’s bottom line
    Service Excellence…Every Patient, Every Time.
  • Today’s Patient Satisfaction Landscape
    • Satisfaction surveys are about perceptions
    • Patients are active consumers – they review “report cards” to make health care choices
    • Patients are currently participating nationally in federally-sponsored surveys (results are tied to reimbursement rates)
    Service Excellence…Every Patient, Every Time.
  • How You Can Captures Information to Use in Exceeding Patient Expectations, Securing Their Loyalty and Gaining Positive Referrals
    • Methodology
    • Hire: An outside vendor to conducts research
    • Surveys: Interview randomly selected discharged patients
    • Results: Ensure results are regularly available and shared among relevant
    • Survey Objectives
    • Identify areas of improvement and key process improvement initiatives
    • Focus initiatives on moving the “very good” responses into the “excellent” rating
    • Monitor successful implementation and effectiveness of improvement initiatives
    Service Excellence: Every Patient, Every Time
  • What Patients Feel Physicians Should Focus On
    • Demonstrating understanding and caring
    • Sensitive and understandable communication with patient and family
    • Quality of care
    • Doctor’s involving patient and family in decisions about their care
    • Understandable instructions or explanations of patient’s care, treatment options and/or tests
    • Overall teamwork of doctors, nurses and staff
    Service Excellence: Every Patient, Every Time
  • What Is Service Excellence? Service Excellence…Every Patient, Every Time.
  • Satisfaction vs. Excellent Experience
    • Satisfied patients perceive their experience was “just okay.” To a patient, an excellent experience happens when their expectations are exceeded.
    • Patients must be impressed to be loyal -- excellent customer service keeps patients coming back.
    • Patients consider two things in determining their loyalty: (1) excellent clinical skills (expectation), and (2) excellent customer service (the “wow” factor).
    • Expectations and what will happen during experience is thoroughly discussed. Expectations are always met.
    Service Excellence…Every Patient, Every Time.
  • Daily Service Excellence Is A Win-Win …
    • Excellent customer service leads to happy and less anxious patients, which translates into better healing.
    • Less anxious patients are: more cooperative, more likely to experience positive results, more loyal, and less likely to express complaints.
    • A service excellence approach can result in 25% less work for health care staff (patients are less demanding and complain less).
    Service Excellence…Every Patient, Every Time.
  • A Patients’ Emotional Needs Are…
    • Customer-friendly environment/processes
    • Personal treatment
    • Compassionate and caring staff
    • Respect for personal dignity
    • Respect for privacy
    • Respect for cultural and spiritual preferences
    Service Excellence…Every Patient, Every Time.
  • A Patients’ Emotional Needs Are…
    • Understandable explanations about their care/treatment
    • Ability to be involved in decision-making (e.g., treatment/surgery options and medication options)
    • Family and friends are kept informed
    • If/when problems arise, someone is there to help resolve them
    Service Excellence…Every Patient, Every Time.
  • Ideas for Excellence Service Excellence…Every Patient, Every Time.
    • Develop a Compassionate Communication Approach
    Service Excellence…Every Patient, Every Time.
    •  Always acknowledge the patient (make eye contact, address patient by name, smile and use gentle voice tones)
    •  Introduce yourself (provide background)
    •  Sit down to speak with the patient (if possible), especially if bad news is to be delivered
    •  Use verbal or non-verbal cues that communicate compassion (facial expressions)
    Service Excellence…Every Patient, Every Time. Compassionate Communication Fosters Positive Patient Interactions
    •  Use layman’s terms (avoid medical jargon)
    •  Respect patient’s privacy – don’t assume they want family/friends to hear medical information…always ask before speaking
    •  Explain what’s going on, e.g., results of tests and/or prognosis
    •  Always ask if there’s anything else you can do or if patient has more questions
    •  Follow through
    Service Excellence…Every Patient, Every Time. Compassionate Communication Fosters Positive Patient Interactions
  • Service Excellence: Every Patient, Every Time Written and Presented By: Xóchitl Ybarra, M.A.