The document intend to promote client satisfaction with care

1. CUSTOMER CARE:A
TOOL TO QUALITY
IMPROVEMENT
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2. Outline
i. Introduction
ii. Definitions &types
iii. Why quality improvement
iv. Why customer satisfaction/ promise
v. Gap between promise/current situation
vi. Basic needs of customers/healthcare
vii. Communicating effectively
viii.Need for informed care
ix. Gaining feedback from customers
x. Institutional benefits of good customer care
xi. Conclusion/recommendation
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3. Introduction #1
Provision of quality health care is one
of the top priority in the National
Health Policy.
While hospitals are performing a
valuable service to the public,
stakeholders, including the public
itself, are unsatisfied and
complaining.
Media reports, always portray negative
publicity and image regarding health
care providers.
This is because the services provided
are not focused on the client’s
expectations and the services are not
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4. Introduction #2
Surveys on customer satisfaction
done elsewhere found un-met
non-health expectations such as
dignity, basic human needs, human
rights, prompt attention in care,
treatment, confidentiality,
communication and autonomy are
contributing factors to customer
blames and complains.
We hope this presentation will
enlighten us and other hospital staff
on how we can improve Quality of our
services through good customer care.
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5. Introduction #3
It should be kept in mind
that to achieve quality
improvement is a process
and it requires staff positive
attitude.
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6. ARE YOU A POSITIVE OR
NEGATIVE THINKER?
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7. Who Is A Customer?
Customers to us are people who
receive healthcare services.
Every patient, family member,
visitors, cooperate representative
and co-worker are all our
customers.
Quality - The Standard of
something as measured against
other things of a similar kind; the
degree of excellence.
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8. Quality Health Care
Means doing the right thing, at
the right time, in the right way for
the right person and having the
best possible results.
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9. Why Quality Improvement
Safety – avoiding injuries to patients from the care that is intended
to help them.
Effective – Providing services based on scientific knowledge to all
who could benefit and refraining from providing services to those
not likely.
Patient-centered – Providing services that is respectful of and
responsive to individual patient preferences, needs and values.
Timely – reducing waits and sometimes delays for both those who
receive and those who give care.
Avoid unnecessarily long waits for registration, payments,
consultations, lab results, surgery etc.
Eliminate processes that don’t add value to employees, patients or
your workflow.
Efficient – avoiding waste, including waste of equipment, supplies,
ideas and energy. (achieved through 5S)
Equitable – Providing care that does not vary in quality because of
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10. Types of Customers
They are two types:
1. External Customers:
Patients/Clients/Community receiving
services
2. Internal customers: Health workers
within the Institution including
administrators.
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11. Why Customer Satisfaction? #1
Customers are a focus of any
quality service.
Efforts to deliver customer
oriented services is a key to any
quality care.
Services that do not meet
customer needs/expectations fail.
To provide quality services we
need to better understand our
customer needs. 11

12. Why Customer Satisfaction?
#2
Quality care provision is our
promise to the public.
We need to understand our
customers so that we can
anticipate their needs and
expectations.
A blame free environment leads
to improved transparency,
improved systems and, ultimately 12

13. Basic Needs of Customers
Need to feel in control
Need to feel that their actions are
directed toward their goals
Want to be treated fairly and
appropriately
Want to know what is happening and
why
Want to feel safe and secure
Want to feel important, recognized
and appreciated 13

14. What Matters Most To
Healthcare Customers
Empathy
Showing compassion
Courtesy and respect
Dignity: privacy,
confidentiality
Responsiveness of
hospital staff
Learn to apologize in case
of delayed services for
whatever the reason.
Good customer service-
reception & communication
Information
Building trust
Explanation in easy to
understand terms from
healthcare workers
Pain relief
Clean/Safe environment
(5S&IPC)
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15. Communicating Effectively
We can achieve customer satisfaction by
using the following communication tips:
i. Establish rapport
ii. Listen attentively
iii. Ask questions to check understanding
iv. Answer the way you’re asked
v. Reflecting
vi. Clarifying
vii. Using non-verbal
viii. Don’t judge
ix. Don’t use jargon
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16. The Importance For Informed
Care
Builds good interpersonal
relationship
Prepares patient/client
psychologically and physically
Eliminates complains
Promotes patients satisfaction
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17. How Do We Know Whether Our
Customers Are Satisfied Or Not?
To provide services that are customer
oriented we need to develop habit of
gaining feedback from our customers.
1. Survey Questionnaires
2. Interview – exit
3. Suggestion box
4. Focus Group Discussion
5. Community Forum
6. Key Informants
7. Community members of health committees
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18. Why Gain Feedback From
Customers?
i. Understand customer’ needs
ii. Feedback enhances customer loyalty and
customers will recommend institution to
others.
iii. Feedback can tell you things you may not
know, including human factors such as
staff behavior.
iv.Feedback can be used to analyze
performance.
v. Customers feel valued
vi.Promotes a sense of responsive customer
service within the organization
vii.Promotes contact, communication and
improve relationship with customers
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19. Institutional Benefits of Good
Customer Care
a. Increased Efficiency
b. Employee Motivation
c. Customer loyalty - Customers recommend
services to others
d. Enhance public image – and provides
protection if there is a slip-up in customer
service
e. More effective workforce – satisfied customers
create a positive working environment
f. Staff who deliver good customer service receive
their customers’ appreciation and are further
motivated to offer good customer service
g. Good customer care contributes to customer
retention.
h. Reduced Employee Turnover 19

20. Conclusion
Understanding our customers and
improving our services must be a
priority throughout our care
provision.
MATHEW 7:12
“ Do for others what you would
like them do for you.”
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21. THANK YOU
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