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Care in Medical Care
- 1. © WHITE MEMORIAL MEDICAL CENTERModule 2
Service Excellence: Every
Patient, Every Time
The Care in Medical Care
Written and Presented By:
Xóchitl Ybarra, M.A.
- 2. © WHITE MEMORIAL MEDICAL CENTERModule 2
Presentation Outline
• What Patients Want From Physicians: Medical
Treatment or Medical Care?
• Patient Satisfaction In Today’s Competitive
Health Care Environment
• What Is Service Excellence?
• Ideas for Excellence
Service Excellence…Every Patient, Every Time.
- 3. © WHITE MEMORIAL MEDICAL CENTERModule 2
What Patients Want From
Physicians: Medical Treatment or
Medical Care?
Service Excellence…Every Patient, Every Time.
- 4. © WHITE MEMORIAL MEDICAL CENTERModule 2
Medical Treatment or Medical Care?
• Medical treatment is what the
physician does for an illness.
• A physician’s medical skills are a
given (not questioned) by patients.
• Medical care is what patients want
to receive from the physician. A
physician’s service approach is
how patients choose a physician.
• Medical care involves empathy,
communication and being there for
the patient as needed.
Service Excellence…Every Patient, Every Time.
- 5. © WHITE MEMORIAL MEDICAL CENTERModule 2
The Role of the Physician – In the Patient’s Eyes
Patients see physicians as their trusted
guides through frightening and potentially life-
changing experiences
Patient’s place confidence in physicians to
feel safe and protected
Physician is voice of authority
Physician is a “life saver” (patient has strong
sense of gratitude)
Service Excellence…Every Patient, Every Time.
- 6. © WHITE MEMORIAL MEDICAL CENTERModule 2
What Patients Want From Physicians
• Patients want personal treatment (not to be
treated like a case)
• Patients want to be treated with interest and
compassion
• Patients want quality time with their physicians
– not to be hurried along
• Patients want physicians to follow through
Service Excellence…Every Patient, Every Time.
- 7. © WHITE MEMORIAL MEDICAL CENTERModule 2
What Patients Want From Physicians
• Patients want physicians to take quality time
(not to feel rushed) to explain procedures, risks,
benefits, results, etc.
• Patients want their privacy and dignity protected
• Patients want culturally sensitive care (includes
language and religious needs)
• Patients want physicians to “be there” when
they need them
Service Excellence…Every Patient, Every Time.
- 8. © WHITE MEMORIAL MEDICAL CENTERModule 2
Patient Satisfaction In Today’s
Competitive Health Care Environment
Service Excellence…Every Patient, Every Time.
- 9. © WHITE MEMORIAL MEDICAL CENTERModule 2
Today’s Patient Satisfaction Landscape
Patient satisfaction has become a high priority
for physicians across the country, because of
its impact on:
perceptions of quality of care
patient loyalty/business growth
a physician’s reputation
office staff satisfaction and retention
a physician’s bottom line
Service Excellence…Every Patient, Every Time.
- 10. © WHITE MEMORIAL MEDICAL CENTERModule 2
Today’s Patient Satisfaction Landscape
• Satisfaction surveys are about
perceptions
• Patients are active consumers –
they review “report cards” to
make health care choices
• Patients are currently
participating nationally in
federally-sponsored surveys
(results are tied to
reimbursement rates)
Service Excellence…Every Patient, Every Time.
- 11. © WHITE MEMORIAL MEDICAL CENTERModule 2
How You Can Captures Information to Use in Exceeding Patient
Expectations, Securing Their Loyalty and Gaining Positive Referrals
Methodology
• Hire: An outside vendor to conducts
research
• Surveys: Interview randomly selected
discharged patients
• Results: Ensure results are regularly
available and shared among relevant
Survey Objectives
• Identify areas of improvement and key
process improvement initiatives
• Focus initiatives on moving the “very
good” responses into the “excellent”
rating
• Monitor successful implementation and
effectiveness of improvement initiatives
Service Excellence: Every Patient, Every Time
- 12. © WHITE MEMORIAL MEDICAL CENTERModule 2
What Patients Feel Physicians Should Focus On
• Demonstrating understanding and caring
• Sensitive and understandable communication with
patient and family
• Quality of care
• Doctor’s involving patient and family in decisions
about their care
• Understandable instructions or explanations of
patient’s care, treatment options and/or tests
• Overall teamwork of doctors, nurses and staff
Service Excellence: Every Patient, Every Time
- 13. © WHITE MEMORIAL MEDICAL CENTERModule 2
What Is Service Excellence?
Service Excellence…Every Patient, Every Time.
- 14. © WHITE MEMORIAL MEDICAL CENTERModule 2
Satisfaction vs. Excellent Experience
• Satisfied patients perceive their experience was “just
okay.” To a patient, an excellent experience happens
when their expectations are exceeded.
• Patients must be impressed to be loyal -- excellent
customer service keeps patients coming back.
• Patients consider two things in determining their loyalty:
(1) excellent clinical skills (expectation), and (2) excellent
customer service (the “wow” factor).
• Expectations and what will happen during experience is
thoroughly discussed. Expectations are always met.
Service Excellence…Every Patient, Every Time.
- 15. © WHITE MEMORIAL MEDICAL CENTERModule 2
Daily Service Excellence Is A Win-
Win…
• Excellent customer service leads to happy and
less anxious patients, which translates into better
healing.
• Less anxious patients are: more cooperative,
more likely to experience positive results, more
loyal, and less likely to express complaints.
• A service excellence approach can result in 25%
less work for health care staff (patients are less
demanding and complain less).
Service Excellence…Every Patient, Every Time.
- 16. © WHITE MEMORIAL MEDICAL CENTERModule 2
A Patients’ Emotional Needs Are…
• Customer-friendly environment/processes
• Personal treatment
• Compassionate and caring staff
• Respect for personal dignity
• Respect for privacy
• Respect for cultural and spiritual preferences
Service Excellence…Every Patient, Every Time.
- 17. © WHITE MEMORIAL MEDICAL CENTERModule 2
A Patients’ Emotional Needs Are…
• Understandable explanations about their
care/treatment
• Ability to be involved in decision-making (e.g.,
treatment/surgery options and medication
options)
• Family and friends are kept informed
• If/when problems arise, someone is there to
help resolve them
Service Excellence…Every Patient, Every Time.
- 18. © WHITE MEMORIAL MEDICAL CENTERModule 2
Ideas for Excellence
Service Excellence…Every Patient, Every Time.
- 19. © WHITE MEMORIAL MEDICAL CENTERModule 2
Develop a Compassionate
Communication Approach
Service Excellence…Every Patient, Every Time.
- 20. © WHITE MEMORIAL MEDICAL CENTERModule 2
Always acknowledge the patient (make eye
contact, address patient by name, smile and
use gentle voice tones)
Introduce yourself (provide background)
Sit down to speak with the patient (if possible),
especially if bad news is to be delivered
Use verbal or non-verbal cues that
communicate compassion (facial expressions)
Service Excellence…Every Patient, Every Time.
Compassionate Communication Fosters
Positive Patient Interactions
- 21. © WHITE MEMORIAL MEDICAL CENTERModule 2
Use layman’s terms (avoid medical jargon)
Respect patient’s privacy – don’t assume they
want family/friends to hear medical
information…always ask before speaking
Explain what’s going on, e.g., results of tests
and/or prognosis
Always ask if there’s anything else you can
do or if patient has more questions
Follow through
Service Excellence…Every Patient, Every Time.
Compassionate Communication Fosters
Positive Patient Interactions
- 22. © WHITE MEMORIAL MEDICAL CENTERModule 2
Service Excellence: Every
Patient, Every Time
Written and Presented By:
Xóchitl Ybarra, M.A.