project charter is all about the patient satisfaction which includes process measure, outcome measure and balancing measure.

1. Project
Charter
On
Patient
Satisfaction
SUBMITTED BY-
SANSKRITI JAISWAL

2. BACKGROUND
• Patient satisfaction is the extent to which
patients are happy with their health care, both
inside and outside of the doctors office.
• The study has been made in a tertiary care
hospital in Delhi.
• Patient satisfaction is an indicator that should be
indispensable to the assessment of the quality of
care in the hospital.

3. AIM
To increase patient satisfaction from 60%
to 80% within 3 months (May 2019-
July 2019)

4. SCOPE
• A patient’s expression of satisfaction or
dissatisfaction is the judgment on the quality
of hospital care in all of its aspects.
• It is a highly desirable outcome of clinical
care in the hospital
• All the services rendered to patient from
admission to discharge will be focused.

5. MEASURES

6. OUTCOME MEASURE
• Increased patient satisfaction
• Customer service excellence.
• Increased clinical outcomes
• High number of patient retention
• Less number of medical malpractice claims
• Timely, efficient and patient centered delivery of
quality of care.

7. PROCESS MEASURE
• Evaluate entire care teams and not just individual
providers.
• Measure communication devices and electronic
feedback system that alert staff in real time.
• Use healthcare analytics to understand and act on
data
• Measure employee meeting targets.
• Measure TAT for every process i.e. from admission
to discharge.
• Evaluate responsiveness of hospital staff
• Focus on medication and pain management.

8. BALANCING MEASURE
• Patient feedback isn’t credible because patients
lack formal medical training
• Patient experience measures could be
confounded by factors not directly associated
with the quality of processes.
• Patient experience measures may reflect
fulfillment of patient’s a prior desires oe
expectations ( e.g. request of certain drug
regardless of its benefits)

11. TEAM
• Public Relation officer/ Assistant Public relation
Officer.
• Medical Superintendent
• Nursing Superintendent
• Quality Head
• HOD Of The Departments

12. THANK YOU…