1. TARGETING PATIENTS’
SATISFACTION A
PERSPECTIVE IN HEALTH
CARE SECTOR
Dr.M.D.Ambekar

2. Patient’s Satisfaction
You
can not
satisfy every
one at all
time.

3. Patients’ Satisfaction
 Team
work of every
one in the chain
 One improper link
makes poor level of
satisfaction

4. STAFF
 Right
person for right
job
 Communication skills
 Compassionate.
 Soft Spoken
 Receptive &
Observant.
 Willing to accept
responsibilities.

5. Staff training
 Groom
the staff as per
your requirements.
 The agency may do it,

BUT
 You need to discuss
your system with them
before training.
 Do
not make you staff
Lakir ke phakir

6. Staff training
 Invest
in staff
training do not take
it as expense.
 Responsibility
allocation big or
small set up no
matter.

7. Measures for knowing
Satisfaction
 Appointments
 Waiting
Area
 Staff
 Housekeeping
 Doctor
& Knowledge
 Tone of speech.
 Social commitments
important in smaller
towns.

8. Patients’ Satisfaction



If the 1980s was the
decade of
reimbursement
strategies
1990s was the decade of
building quality
assurance
present decade may be
remembered as the time
of "patient satisfaction
and throughput

9. What makes patients to visit
you again
 YOUR
SKILL IS
BASIC
 Attitude
 Interactive
skills
 Well mannered staff
 Cheerfulness of the
hospital
 Amount of attention
paid to personal needs
of the patient

10. What makes patients to visit
you again
 Degree
to which
patients were
counseled for his or
her problem & likely
surgical out come
 Empathetic attitude of
the staff

11. Agitation of patient
 Patients
are more
agitating about attitude
of the staff

12. Patient’s satisfaction
 It’s
an ongoing
process & not the end
as there is always
room at the top
 Keep on improving
your services.

13. Total Quality Management
 TQM
is very
important
 Identify patients needs
 Offer more than their
expectation
 Charges should be
reasonable

14. COMMITMENTS
 Be
confidant enough
not to look snobbish.
 No extra commitments
where you are not sure
about results.

15. POLICY
 No
deception in
charges or any other
matter ( SICS/ Phaco)
 It should never be too
greedy about money.
 many of you may not
accept this

16. System running
 Never
project any
administrative system
failure patient may
feel sense of neglect
makes him or her
more agitate.

17. Do & Don'ts




Never do any other
activity while talking to
patients.
No phone calls during you
see patients.
At smaller towns you are
judged in society by your
behavior.
Never call patient to ask
“Why you did not come
for surgery”

18. Do & Don'ts
 Be
patients with
patients.
 Be friendly
 Keep your time
commitment.
 Communicate when
needed.