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Hanna Nazar
HR Executive
 Patient Satisfaction is the strongest
determinant of hospital Functioning
 Patient Satisfaction depends on workers
motivation, dedication and duty towards
patient
Points
Reception
Counter
Emergency
/Casuality
Admission
Counter
Indoor
Services.
Other
Departments
Satisfied
Patients
Revisit
Higher
Expectatio
ns
Expectation
Level
Attained -
satisfied
Good
Perception
Goal
Attained
Customer satisfaction

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Customer satisfaction

Editor's Notes

  1. 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
  2. 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
  3. 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 Advertisement 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
  4. 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