2. FactsFacts
• Patients are generally confident in thePatients are generally confident in the
clinical knowledge and expertise of staffclinical knowledge and expertise of staff
• Patients want caring attention from eachPatients want caring attention from each
and every health care providerand every health care provider
• Patients want their questions answeredPatients want their questions answered
honestly and completelyhonestly and completely
3. Patients’ DesiresPatients’ Desires
• Patients want treated with respectPatients want treated with respect
• Patients EXPECT staff to use “TLC”Patients EXPECT staff to use “TLC”
• PatientsPatients demanddemand
treatment astreatment as
human beingshuman beings
NOT as theNOT as the
diseasesdiseases
they havethey have
4. Patient CharacteristicsPatient Characteristics
• Overwhelmed with new diagnosisOverwhelmed with new diagnosis
• Confused with procedures, testsConfused with procedures, tests
• Frightened about outcomesFrightened about outcomes
• Feeling helpless, hopelessFeeling helpless, hopeless
• Feeling out of control ofFeeling out of control of
their livestheir lives
5. Goals of OrganizationGoals of Organization
• PATIENT SATISFACTION should be thePATIENT SATISFACTION should be the
driving force in all patient encountersdriving force in all patient encounters
• All personnel are teammates in achievingAll personnel are teammates in achieving
that satisfactionthat satisfaction
• Work within your particular environment toWork within your particular environment to
make patient feel most comfortablemake patient feel most comfortable
6. Satisfaction Begins with YouSatisfaction Begins with You
• Warmly welcome the patient. Make them feel “at home”Warmly welcome the patient. Make them feel “at home”
• Treat each patient as most important person in the roomTreat each patient as most important person in the room
• Ask them, don’t assume, what they wantAsk them, don’t assume, what they want
– Offer options. This makes patient feel more “in control”Offer options. This makes patient feel more “in control”
• SmileSmile
– Look strongly into their faceLook strongly into their face
– Smile UNTIL they smile backSmile UNTIL they smile back
– Make Eye contactMake Eye contact
• Be politeBe polite
– Use “please” and “thank you”Use “please” and “thank you”
– Ask “May I…..”Ask “May I…..”
– Make small talkMake small talk
– Find a common denominator and remember it from visit to visitFind a common denominator and remember it from visit to visit
7. ALWAYS REMEMBERALWAYS REMEMBER
• Do Not TalkDo Not Talk ATAT OROR TOTO the patientthe patient
•ConverseConverse WITHWITH the patientthe patient
8. Don’t argue with patientsDon’t argue with patients
• APOLOGIZE---even if it’s not your fault!APOLOGIZE---even if it’s not your fault!
9. Tips for Improving PatientTips for Improving Patient
SatisfactionSatisfaction
• In public areas, avoid mentioning patient nameIn public areas, avoid mentioning patient name
and diagnosis in same sentenceand diagnosis in same sentence
• Stick to what you’re qualified to doStick to what you’re qualified to do
• Don’t criticize co-workers in front of patientDon’t criticize co-workers in front of patient
• Stay as positive as possibleStay as positive as possible
• Be sensitive to patients’ feelingsBe sensitive to patients’ feelings
• Always search for something extra you can doAlways search for something extra you can do
• Don’t use terms like “sweetie” and “dear”Don’t use terms like “sweetie” and “dear”
10. How to WOW Your PatientHow to WOW Your Patient
• Ask them, don’t assume, what they wantAsk them, don’t assume, what they want
• Keep area clean. Patients equate theirKeep area clean. Patients equate their
environment to the service they getenvironment to the service they get
• Keep patients informed if delays happenKeep patients informed if delays happen
• Add humor when appropriateAdd humor when appropriate
• Individualize your service for each patientIndividualize your service for each patient
• Make follow-up appointments at patient’sMake follow-up appointments at patient’s
convenienceconvenience
11. Change Your AttitudeChange Your Attitude
• Everything you do and say should beEverything you do and say should be
YOUR “Signature of CARE”YOUR “Signature of CARE”
