© WHITE MEMORIAL MEDICAL CENTERModule 2
Service Excellence: Every
Patient, Every Time
The Care in Medical Care
Written and...
© WHITE MEMORIAL MEDICAL CENTERModule 2
Presentation Outline
• What Patients Want From Physicians: Medical
Treatment or Me...
© WHITE MEMORIAL MEDICAL CENTERModule 2
What Patients Want From
Physicians: Medical Treatment or
Medical Care?
Service Exc...
© WHITE MEMORIAL MEDICAL CENTERModule 2
Medical Treatment or Medical Care?
• Medical treatment is what the
physician does ...
© WHITE MEMORIAL MEDICAL CENTERModule 2
The Role of the Physician – In the Patient’s Eyes
 Patients see physicians as the...
© WHITE MEMORIAL MEDICAL CENTERModule 2
What Patients Want From Physicians
• Patients want personal treatment (not to be
t...
© WHITE MEMORIAL MEDICAL CENTERModule 2
What Patients Want From Physicians
• Patients want physicians to take quality time...
© WHITE MEMORIAL MEDICAL CENTERModule 2
Patient Satisfaction In Today’s
Competitive Health Care Environment
Service Excell...
© WHITE MEMORIAL MEDICAL CENTERModule 2
Today’s Patient Satisfaction Landscape
Patient satisfaction has become a high prio...
© WHITE MEMORIAL MEDICAL CENTERModule 2
Today’s Patient Satisfaction Landscape
• Satisfaction surveys are about
perception...
© WHITE MEMORIAL MEDICAL CENTERModule 2
How You Can Captures Information to Use in Exceeding Patient
Expectations, Securin...
© WHITE MEMORIAL MEDICAL CENTERModule 2
What Patients Feel Physicians Should Focus On
• Demonstrating understanding and ca...
© WHITE MEMORIAL MEDICAL CENTERModule 2
What Is Service Excellence?
Service Excellence…Every Patient, Every Time.
© WHITE MEMORIAL MEDICAL CENTERModule 2
Satisfaction vs. Excellent Experience
• Satisfied patients perceive their experien...
© WHITE MEMORIAL MEDICAL CENTERModule 2
Daily Service Excellence Is A Win-
Win…
• Excellent customer service leads to happ...
© WHITE MEMORIAL MEDICAL CENTERModule 2
A Patients’ Emotional Needs Are…
• Customer-friendly environment/processes
• Perso...
© WHITE MEMORIAL MEDICAL CENTERModule 2
A Patients’ Emotional Needs Are…
• Understandable explanations about their
care/tr...
© WHITE MEMORIAL MEDICAL CENTERModule 2
Ideas for Excellence
Service Excellence…Every Patient, Every Time.
© WHITE MEMORIAL MEDICAL CENTERModule 2
Develop a Compassionate
Communication Approach
Service Excellence…Every Patient, E...
© WHITE MEMORIAL MEDICAL CENTERModule 2
 Always acknowledge the patient (make eye
contact, address patient by name, smile...
© WHITE MEMORIAL MEDICAL CENTERModule 2
 Use layman’s terms (avoid medical jargon)
 Respect patient’s privacy – don’t as...
© WHITE MEMORIAL MEDICAL CENTERModule 2
Service Excellence: Every
Patient, Every Time
Written and Presented By:
Xóchitl Yb...
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Care in Medical Care

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Care in Medical Care

  1. 1. © WHITE MEMORIAL MEDICAL CENTERModule 2 Service Excellence: Every Patient, Every Time The Care in Medical Care Written and Presented By: Xóchitl Ybarra, M.A.
  2. 2. © WHITE MEMORIAL MEDICAL CENTERModule 2 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.
  3. 3. © WHITE MEMORIAL MEDICAL CENTERModule 2 What Patients Want From Physicians: Medical Treatment or Medical Care? Service Excellence…Every Patient, Every Time.
  4. 4. © WHITE MEMORIAL MEDICAL CENTERModule 2 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.
  5. 5. © WHITE MEMORIAL MEDICAL CENTERModule 2 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.
  6. 6. © WHITE MEMORIAL MEDICAL CENTERModule 2 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.
  7. 7. © WHITE MEMORIAL MEDICAL CENTERModule 2 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.
  8. 8. © WHITE MEMORIAL MEDICAL CENTERModule 2 Patient Satisfaction In Today’s Competitive Health Care Environment Service Excellence…Every Patient, Every Time.
  9. 9. © WHITE MEMORIAL MEDICAL CENTERModule 2 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.
  10. 10. © WHITE MEMORIAL MEDICAL CENTERModule 2 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.
  11. 11. © WHITE MEMORIAL MEDICAL CENTERModule 2 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
  12. 12. © WHITE MEMORIAL MEDICAL CENTERModule 2 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
  13. 13. © WHITE MEMORIAL MEDICAL CENTERModule 2 What Is Service Excellence? Service Excellence…Every Patient, Every Time.
  14. 14. © WHITE MEMORIAL MEDICAL CENTERModule 2 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.
  15. 15. © WHITE MEMORIAL MEDICAL CENTERModule 2 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.
  16. 16. © WHITE MEMORIAL MEDICAL CENTERModule 2 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.
  17. 17. © WHITE MEMORIAL MEDICAL CENTERModule 2 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.
  18. 18. © WHITE MEMORIAL MEDICAL CENTERModule 2 Ideas for Excellence Service Excellence…Every Patient, Every Time.
  19. 19. © WHITE MEMORIAL MEDICAL CENTERModule 2 Develop a Compassionate Communication Approach Service Excellence…Every Patient, Every Time.
  20. 20. © WHITE MEMORIAL MEDICAL CENTERModule 2  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
  21. 21. © WHITE MEMORIAL MEDICAL CENTERModule 2  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
  22. 22. © WHITE MEMORIAL MEDICAL CENTERModule 2 Service Excellence: Every Patient, Every Time Written and Presented By: Xóchitl Ybarra, M.A.

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