2. Patient Satisfaction is the strongest
determinant of hospital Functioning
Patient Satisfaction depends on workers
motivation, dedication and duty towards
patient
Healthcare institution are primarily patient centric
Patients Are the foundation of our Medical Practise,So it is obivious that they must be satisfied while in or out at the hospital
Ultimate goal of the hospital is not only to satisfy and cared for patient and families but also to have a positive outcome of hospital staff and community
Patient Satisfaction depends on workers motivation, dedication and duty towards patient
Types of Customer
Difficult to deal with –Demanding ,Annoying, Unrealistic
Desirable-Pleasant ,Easygoing
Other
Quality of care-The quality patient experience dosent happen by accident its by practice.
Better Communication-If we don’t communicate our caring patients and families think that we are not caring
Challenge for healthcare
Quality of care
Often long term duration of interaction
Heightened Emotional Levels-Managing anxiety, fear, pain
Public and private sector competence
Better Communication
Perception-customers satisfaction on the service and the quality of the service deliverd (based on previous experinece)
Patient when he enters the hospital and have some expectation
perception
Expectaions
At entry-correct diagnosis, adequate care, prompt treatment, adequate facilities
Perception
Patient owns experience
Experience of relatives or friends
Word of mouth
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Financial Scheme
Satisfaction
Patient is satisfied when the expectations level attained
Or based on the past experience in the same or other hospital
Socio Economic Status
Health status of the patient
Role of Professionals
Understand the importance of patient and patient care
Involvement in Healthcare
Maintains what is perceived to be good and improve what needs improving
Develop team work culture