Dr. Marissa Lim outlines a customer delight program for Ciudad Medical Zamboanga that includes establishing customer feedback surveys, a customer complaints center, and customer service training for staff to achieve goals of 90% survey returns, 100% complaint resolution, and trained staff. The program aims to increase customer satisfaction, retention, and loyalty through priority service, accessible information, and timely, courteous delivery to better serve all customers including patients, families, doctors, and coworkers. Key performance indicators and an implementation plan with timelines are provided.
Customer service architecture timeline
Customer service activities
Customer service questionnaire
Customer servicing
Customer service feedback
Source: Harvard Business Review : 7 steps to deliver better Customer Experience
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
There is a proven way to build your reputation and achieve 20% growth in business without spending anything on advertising or hours on social media and this course will show you how its done.
This is not a sales course but rather a true “service” based course presented by an Operations Exec with years of experience in managing successful customer service departments.
In this course you will learn how to build your business and your reputation by making simple changes that are easy to implement.
Delegates Will Learn:
Why proper service is critical
How to identify and provide excellent service
What’s in it for you, your departmenat and your organisation
By the end of this course you will have developed a personal action plan to implement in your business immediately and will be thinking very differently about how you go about your business.
If you are serious about building your business or developing your staff to do so for you or if you are open minded enough to examine and adopt additional methods to overcoming obstacles, Exceptional Customer Service is the course for you.
Martyn can show you those small but effective actions which can deliver a sustainable and unassailable advantage over your competitors.
About The Trainer
Martyn Jones has worked with many companies from FTSE100 giants to sole traders and from many different sectors including utilities, nuclear, legal, financial and travel. He has delivered this training for UCLAN and other business schools and with his informative style, enthusiastic, and vast experience he will enable delegates to take the principles of success and apply them to their organisations straight away. http://www.lancschamber.co.uk/training/exceptional-customer-service-course/
ReadySetPresent (Customer Service PowerPoint Presentation Content): 100+ PowerPoint presentation content slides. Knowing what your customer wants and needs is the number one factor to excellent customer service. Only by improving one’s customer service can your business develop. Customer Service PowerPoint Presentation Content slides include topics such as: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, 10+ slides on what to say and addressing excuses, 10+ slides on implementing a program and examining behaviors, 7 practical steps to customer service, 30 slides on performance standards and quality, looking to the future, Q& A’s, 5 slides on increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more!
Customer service architecture timeline
Customer service activities
Customer service questionnaire
Customer servicing
Customer service feedback
Source: Harvard Business Review : 7 steps to deliver better Customer Experience
Customer Service - Going beyond satisfaction. It is no longer enough to have merely satisfied customers. One has to look beyond satisfaction in order to retain customers in today's world.
There is a proven way to build your reputation and achieve 20% growth in business without spending anything on advertising or hours on social media and this course will show you how its done.
This is not a sales course but rather a true “service” based course presented by an Operations Exec with years of experience in managing successful customer service departments.
In this course you will learn how to build your business and your reputation by making simple changes that are easy to implement.
Delegates Will Learn:
Why proper service is critical
How to identify and provide excellent service
What’s in it for you, your departmenat and your organisation
By the end of this course you will have developed a personal action plan to implement in your business immediately and will be thinking very differently about how you go about your business.
If you are serious about building your business or developing your staff to do so for you or if you are open minded enough to examine and adopt additional methods to overcoming obstacles, Exceptional Customer Service is the course for you.
Martyn can show you those small but effective actions which can deliver a sustainable and unassailable advantage over your competitors.
About The Trainer
Martyn Jones has worked with many companies from FTSE100 giants to sole traders and from many different sectors including utilities, nuclear, legal, financial and travel. He has delivered this training for UCLAN and other business schools and with his informative style, enthusiastic, and vast experience he will enable delegates to take the principles of success and apply them to their organisations straight away. http://www.lancschamber.co.uk/training/exceptional-customer-service-course/
ReadySetPresent (Customer Service PowerPoint Presentation Content): 100+ PowerPoint presentation content slides. Knowing what your customer wants and needs is the number one factor to excellent customer service. Only by improving one’s customer service can your business develop. Customer Service PowerPoint Presentation Content slides include topics such as: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, 10+ slides on what to say and addressing excuses, 10+ slides on implementing a program and examining behaviors, 7 practical steps to customer service, 30 slides on performance standards and quality, looking to the future, Q& A’s, 5 slides on increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more!
A guide on how to train your customer service agents to adapt themselves to the changing times, that enables them to appreciate and be motivated to provide exceptional customer support.
Customer Service PowerPoint PPT Content Modern SampleAndrew Schwartz
163 slides include: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, what to say and addressing excuses, implementing a program and examining behaviors, 7 practical steps to customer service, performance standards and quality, looking to the future, Q& A's, increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more.
Delight occurs when service exceeds expectations consistently. Also, delighting your customers can become your competitive advantage. One of the challenges in every business is to make a competitive advantage which can not be copied by your competitors. They will be able to copy your products, services and may be pricing too but the only thing which they can’t copy is the experience you give to your customers while conducting business with them. Therefore, it is very essential that businesses start paying more attention to satisfy customers with the good experience. It does make sense to focus on delighting and keeping your customers intact.
The presentation unveils short notes about great customer service. For every business to grow, customer care services ought to be maximized so as to grow in terms of sales thus leading to high profitability levels, customer satisfaction and finally a brilliant reputation about the company will be developed.
A guide on how to train your customer service agents to adapt themselves to the changing times, that enables them to appreciate and be motivated to provide exceptional customer support.
Customer Service PowerPoint PPT Content Modern SampleAndrew Schwartz
163 slides include: understanding the basics of effective customer service, knowing customer wants and expectations, the 4 steps to super service, what to say and addressing excuses, implementing a program and examining behaviors, 7 practical steps to customer service, performance standards and quality, looking to the future, Q& A's, increasing customer satisfaction, the top ten customer complaints, the five most common customer requests, 4 steps to super service, how to's and more.
Delight occurs when service exceeds expectations consistently. Also, delighting your customers can become your competitive advantage. One of the challenges in every business is to make a competitive advantage which can not be copied by your competitors. They will be able to copy your products, services and may be pricing too but the only thing which they can’t copy is the experience you give to your customers while conducting business with them. Therefore, it is very essential that businesses start paying more attention to satisfy customers with the good experience. It does make sense to focus on delighting and keeping your customers intact.
The presentation unveils short notes about great customer service. For every business to grow, customer care services ought to be maximized so as to grow in terms of sales thus leading to high profitability levels, customer satisfaction and finally a brilliant reputation about the company will be developed.
Customer service and improving your small practiceAnukulMadaye
Customer service is a crucial element in the progression of a clinic or a medical practice. In an age where everything is digitized, customer service is a great way to keep the human element in healthcare. We have compiled some great ways for medical practice owners and clinics to provide better customer service.
New Ways to Improve the Patient Experience: Because it Begins Before the Fron...TraceByTWSG
This presentation will review strategic initiatives for revenue cycle leaders to further engage patients in their care experience – beginning before they enter the hospital’s front door. The session will present key strategies and related outcomes in patient satisfaction, staff performance, reimbursement and upfront patient collections.
• Ensure meaningful upfront encounters with Patient Access – at each and every encounter.
• Hardwire measurable standards throughout Patient Access teams.
• Reduce process time and eliminate duplication for quicker patient turnaround.
• Ensure consistent practices across hospital entities and among associates.
• Avoid financial harm through automated documentation.
• Protect staff through documentation integrity.
• Increase visibility of – and access to – critical patient touch points across the organization.
Leading the development of Texas Health’s Patient Access infrastructure, Patti Consolver and Scott Phillips oversee the centralized patient access intake center and the patient access departments for the system’s 13 wholly-owned hospitals.
DGTLmart (http://www.dgtlmart.com), is among the fastest growing digital solutions company offering services to clients across the globe and located in India. We are doing cutting edge work in the field of Digital Centre of Excellence creation offering end to end digital solutions, Online Reputation Management services, and other digital marketing services.
Check-In Kiosk Eval Class of 2014 Aslie (Ashlie) Burnett.docxspoonerneddy
Check-In Kiosk
Eval Class of 2014
Aslie (Ashlie) Burnett-Project Facilitator
Overview
Michael E. DeBakey Veterans Affairs Hospital has been a leader in quality care since the 1930s, by serving, honoring, providing care to the men and women who are America’s Veterans. We have upgraded the facility and enriched technology to better meet the needs of our veterans- we are now excited to introduce a first-ever check-in kiosk .
Reason for Action
Problem Statement
In 2014 MEVAMC had reduced usage of innovative technology and complaints of long lines and long wait times lead to external customer dissatisfaction.
Business Case
The delay affects the customer's gratification, institutional status in the waiting area of the hospital corrective actions from higher authorities in reply to client criticisms and puts extra pressure on internal clients.
3
Reason for Action
Aim/Goal: Within 90 days, MEDVAMC Emerging VA Leaders will introduce the self-check-in kiosk, increase users' understanding of its functional purpose and benefits, improve patient satisfaction by reducing wait time and improve the kiosk check-in by 20%.
Scope: The check-in process for patients
Start: When the patient arrive to the clinic
Stops: When the patient is called to the back to see a provider.
Constraints: limited knowledge of kiosk
Start with areas that have high number of repeat patients
Start with check in and payments, then add functions as desired
Use a greeter during initial rollout
Place the kiosks in an obvious location
Enable as many languages as you reasonably expect to use
System selectin
Freestanding kiosk and countertop kiosk
4
6 Ambassadors
3 Actors
4 Graphic designers
3 people from volunteer services
Sponsor (Adam Walmus, MEDVAMC Director (2014)
Valerie Williams, Education/ EVAL coordinator
Joycelyn Westbrook
Larry Wilkerson
Kendra Price-Mayes
Team member/ Project Facilitator: Aslie Burnett
Natalie Delahoussaye
Merisha Freeney
Gregory Austin
Karl Murray
Shauna Babers
Grant Lenued
Chakita James
Tonya Hackney
Katress King
Sharice Easterling
Diana Pham
Shirley Collins
Rickey Reed
Members from Volunteer services
Surveys: were done with 98 patients from the 100 surveyed cases to estimate self-check-in awareness level, check-in experience, successful check-ins, timeliness of check in process, and why they used the kiosk.
Kiosk Interactions Report: Displayed how many interactions vs. transactions
A team was formed to survey customers in three piolet areas: Dental, Dermatology, & Eye clinics.
The Current State
Based on the current state, out of 79 patient complaints the top dental complaints were dental eligibility and patient access/ wait time.
Based on the all employee survey the top complaints were low moral amongst dental personnel and staff shortage/ burnout
Voice of customer: SHEP survey’s, v-signal, and share your experience
Voice of customer: All employee survey’s
Low Moral -15%
Patient Access/Wait time-.
Unlock the Secrets to Optimizing Ambulatory Operations Efficiency and Change ...Health Catalyst
Today’s healthcare leaders are seeking technology solutions to optimize efficiencies and improve patient care. However, without effective change management and strategies in place, healthcare leaders struggle to strategically improve patient flow, space, to strategically improve patient flow, space, and schedule management, and implement daily huddles. The role of technology in supporting operational efficiency and change management initiatives is inevitable.
During this webinar, attendees will learn how to optimize Ambulatory Operational Efficiencies and Change Management. Attendees will also learn about the importance of visual management boards in enhancing clinic performance and insights into effective change management approaches.
Call-takers/dispatchers’ preparation and performance pre-determines the quality and ultimate effectiveness of the potentially lifesaving emergency services, therefore training is crucial. But all of the training in the world is useless if the call-taker/dispatcher isn’t being continuously monitored and reinforced for proper procedures.
Chair: Marko Nieminen, Director, Emergency Response Centre Administration, Finland
From meeting changing healthcare industry demands to
delivering care more collaboratively, you need new ways
to engage your patients and improve productivity. You also
need to streamline patient communications and improve
patient satisfaction, no matter what your specialty or
practice size. NextGen® Patient Portal can help you meet
these goals, safely and securely.
Similar to Customer Delight Presentation SPC - 2012 (20)
Recomendações da OMS sobre cuidados maternos e neonatais para uma experiência pós-natal positiva.
Em consonância com os ODS – Objetivos do Desenvolvimento Sustentável e a Estratégia Global para a Saúde das Mulheres, Crianças e Adolescentes, e aplicando uma abordagem baseada nos direitos humanos, os esforços de cuidados pós-natais devem expandir-se para além da cobertura e da simples sobrevivência, de modo a incluir cuidados de qualidade.
Estas diretrizes visam melhorar a qualidade dos cuidados pós-natais essenciais e de rotina prestados às mulheres e aos recém-nascidos, com o objetivo final de melhorar a saúde e o bem-estar materno e neonatal.
Uma “experiência pós-natal positiva” é um resultado importante para todas as mulheres que dão à luz e para os seus recém-nascidos, estabelecendo as bases para a melhoria da saúde e do bem-estar a curto e longo prazo. Uma experiência pós-natal positiva é definida como aquela em que as mulheres, pessoas que gestam, os recém-nascidos, os casais, os pais, os cuidadores e as famílias recebem informação consistente, garantia e apoio de profissionais de saúde motivados; e onde um sistema de saúde flexível e com recursos reconheça as necessidades das mulheres e dos bebês e respeite o seu contexto cultural.
Estas diretrizes consolidadas apresentam algumas recomendações novas e já bem fundamentadas sobre cuidados pós-natais de rotina para mulheres e neonatos que recebem cuidados no pós-parto em unidades de saúde ou na comunidade, independentemente dos recursos disponíveis.
É fornecido um conjunto abrangente de recomendações para cuidados durante o período puerperal, com ênfase nos cuidados essenciais que todas as mulheres e recém-nascidos devem receber, e com a devida atenção à qualidade dos cuidados; isto é, a entrega e a experiência do cuidado recebido. Estas diretrizes atualizam e ampliam as recomendações da OMS de 2014 sobre cuidados pós-natais da mãe e do recém-nascido e complementam as atuais diretrizes da OMS sobre a gestão de complicações pós-natais.
O estabelecimento da amamentação e o manejo das principais intercorrências é contemplada.
Recomendamos muito.
Vamos discutir essas recomendações no nosso curso de pós-graduação em Aleitamento no Instituto Ciclos.
Esta publicação só está disponível em inglês até o momento.
Prof. Marcus Renato de Carvalho
www.agostodourado.com
These simplified slides by Dr. Sidra Arshad present an overview of the non-respiratory functions of the respiratory tract.
Learning objectives:
1. Enlist the non-respiratory functions of the respiratory tract
2. Briefly explain how these functions are carried out
3. Discuss the significance of dead space
4. Differentiate between minute ventilation and alveolar ventilation
5. Describe the cough and sneeze reflexes
Study Resources:
1. Chapter 39, Guyton and Hall Textbook of Medical Physiology, 14th edition
2. Chapter 34, Ganong’s Review of Medical Physiology, 26th edition
3. Chapter 17, Human Physiology by Lauralee Sherwood, 9th edition
4. Non-respiratory functions of the lungs https://academic.oup.com/bjaed/article/13/3/98/278874
The prostate is an exocrine gland of the male mammalian reproductive system
It is a walnut-sized gland that forms part of the male reproductive system and is located in front of the rectum and just below the urinary bladder
Function is to store and secrete a clear, slightly alkaline fluid that constitutes 10-30% of the volume of the seminal fluid that along with the spermatozoa, constitutes semen
A healthy human prostate measures (4cm-vertical, by 3cm-horizontal, 2cm ant-post ).
It surrounds the urethra just below the urinary bladder. It has anterior, median, posterior and two lateral lobes
It’s work is regulated by androgens which are responsible for male sex characteristics
Generalised disease of the prostate due to hormonal derangement which leads to non malignant enlargement of the gland (increase in the number of epithelial cells and stromal tissue)to cause compression of the urethra leading to symptoms (LUTS
Title: Sense of Taste
Presenter: Dr. Faiza, Assistant Professor of Physiology
Qualifications:
MBBS (Best Graduate, AIMC Lahore)
FCPS Physiology
ICMT, CHPE, DHPE (STMU)
MPH (GC University, Faisalabad)
MBA (Virtual University of Pakistan)
Learning Objectives:
Describe the structure and function of taste buds.
Describe the relationship between the taste threshold and taste index of common substances.
Explain the chemical basis and signal transduction of taste perception for each type of primary taste sensation.
Recognize different abnormalities of taste perception and their causes.
Key Topics:
Significance of Taste Sensation:
Differentiation between pleasant and harmful food
Influence on behavior
Selection of food based on metabolic needs
Receptors of Taste:
Taste buds on the tongue
Influence of sense of smell, texture of food, and pain stimulation (e.g., by pepper)
Primary and Secondary Taste Sensations:
Primary taste sensations: Sweet, Sour, Salty, Bitter, Umami
Chemical basis and signal transduction mechanisms for each taste
Taste Threshold and Index:
Taste threshold values for Sweet (sucrose), Salty (NaCl), Sour (HCl), and Bitter (Quinine)
Taste index relationship: Inversely proportional to taste threshold
Taste Blindness:
Inability to taste certain substances, particularly thiourea compounds
Example: Phenylthiocarbamide
Structure and Function of Taste Buds:
Composition: Epithelial cells, Sustentacular/Supporting cells, Taste cells, Basal cells
Features: Taste pores, Taste hairs/microvilli, and Taste nerve fibers
Location of Taste Buds:
Found in papillae of the tongue (Fungiform, Circumvallate, Foliate)
Also present on the palate, tonsillar pillars, epiglottis, and proximal esophagus
Mechanism of Taste Stimulation:
Interaction of taste substances with receptors on microvilli
Signal transduction pathways for Umami, Sweet, Bitter, Sour, and Salty tastes
Taste Sensitivity and Adaptation:
Decrease in sensitivity with age
Rapid adaptation of taste sensation
Role of Saliva in Taste:
Dissolution of tastants to reach receptors
Washing away the stimulus
Taste Preferences and Aversions:
Mechanisms behind taste preference and aversion
Influence of receptors and neural pathways
Impact of Sensory Nerve Damage:
Degeneration of taste buds if the sensory nerve fiber is cut
Abnormalities of Taste Detection:
Conditions: Ageusia, Hypogeusia, Dysgeusia (parageusia)
Causes: Nerve damage, neurological disorders, infections, poor oral hygiene, adverse drug effects, deficiencies, aging, tobacco use, altered neurotransmitter levels
Neurotransmitters and Taste Threshold:
Effects of serotonin (5-HT) and norepinephrine (NE) on taste sensitivity
Supertasters:
25% of the population with heightened sensitivity to taste, especially bitterness
Increased number of fungiform papillae
ARTIFICIAL INTELLIGENCE IN HEALTHCARE.pdfAnujkumaranit
Artificial intelligence (AI) refers to the simulation of human intelligence processes by machines, especially computer systems. It encompasses tasks such as learning, reasoning, problem-solving, perception, and language understanding. AI technologies are revolutionizing various fields, from healthcare to finance, by enabling machines to perform tasks that typically require human intelligence.
Pulmonary Thromboembolism - etilogy, types, medical- Surgical and nursing man...VarunMahajani
Disruption of blood supply to lung alveoli due to blockage of one or more pulmonary blood vessels is called as Pulmonary thromboembolism. In this presentation we will discuss its causes, types and its management in depth.
Knee anatomy and clinical tests 2024.pdfvimalpl1234
This includes all relevant anatomy and clinical tests compiled from standard textbooks, Campbell,netter etc..It is comprehensive and best suited for orthopaedicians and orthopaedic residents.
NVBDCP.pptx Nation vector borne disease control programSapna Thakur
NVBDCP was launched in 2003-2004 . Vector-Borne Disease: Disease that results from an infection transmitted to humans and other animals by blood-feeding arthropods, such as mosquitoes, ticks, and fleas. Examples of vector-borne diseases include Dengue fever, West Nile Virus, Lyme disease, and malaria.
Lung Cancer: Artificial Intelligence, Synergetics, Complex System Analysis, S...Oleg Kshivets
RESULTS: Overall life span (LS) was 2252.1±1742.5 days and cumulative 5-year survival (5YS) reached 73.2%, 10 years – 64.8%, 20 years – 42.5%. 513 LCP lived more than 5 years (LS=3124.6±1525.6 days), 148 LCP – more than 10 years (LS=5054.4±1504.1 days).199 LCP died because of LC (LS=562.7±374.5 days). 5YS of LCP after bi/lobectomies was significantly superior in comparison with LCP after pneumonectomies (78.1% vs.63.7%, P=0.00001 by log-rank test). AT significantly improved 5YS (66.3% vs. 34.8%) (P=0.00000 by log-rank test) only for LCP with N1-2. Cox modeling displayed that 5YS of LCP significantly depended on: phase transition (PT) early-invasive LC in terms of synergetics, PT N0—N12, cell ratio factors (ratio between cancer cells- CC and blood cells subpopulations), G1-3, histology, glucose, AT, blood cell circuit, prothrombin index, heparin tolerance, recalcification time (P=0.000-0.038). Neural networks, genetic algorithm selection and bootstrap simulation revealed relationships between 5YS and PT early-invasive LC (rank=1), PT N0—N12 (rank=2), thrombocytes/CC (3), erythrocytes/CC (4), eosinophils/CC (5), healthy cells/CC (6), lymphocytes/CC (7), segmented neutrophils/CC (8), stick neutrophils/CC (9), monocytes/CC (10); leucocytes/CC (11). Correct prediction of 5YS was 100% by neural networks computing (area under ROC curve=1.0; error=0.0).
CONCLUSIONS: 5YS of LCP after radical procedures significantly depended on: 1) PT early-invasive cancer; 2) PT N0--N12; 3) cell ratio factors; 4) blood cell circuit; 5) biochemical factors; 6) hemostasis system; 7) AT; 8) LC characteristics; 9) LC cell dynamics; 10) surgery type: lobectomy/pneumonectomy; 11) anthropometric data. Optimal diagnosis and treatment strategies for LC are: 1) screening and early detection of LC; 2) availability of experienced thoracic surgeons because of complexity of radical procedures; 3) aggressive en block surgery and adequate lymph node dissection for completeness; 4) precise prediction; 5) adjuvant chemoimmunoradiotherapy for LCP with unfavorable prognosis.
New Directions in Targeted Therapeutic Approaches for Older Adults With Mantl...i3 Health
i3 Health is pleased to make the speaker slides from this activity available for use as a non-accredited self-study or teaching resource.
This slide deck presented by Dr. Kami Maddocks, Professor-Clinical in the Division of Hematology and
Associate Division Director for Ambulatory Operations
The Ohio State University Comprehensive Cancer Center, will provide insight into new directions in targeted therapeutic approaches for older adults with mantle cell lymphoma.
STATEMENT OF NEED
Mantle cell lymphoma (MCL) is a rare, aggressive B-cell non-Hodgkin lymphoma (NHL) accounting for 5% to 7% of all lymphomas. Its prognosis ranges from indolent disease that does not require treatment for years to very aggressive disease, which is associated with poor survival (Silkenstedt et al, 2021). Typically, MCL is diagnosed at advanced stage and in older patients who cannot tolerate intensive therapy (NCCN, 2022). Although recent advances have slightly increased remission rates, recurrence and relapse remain very common, leading to a median overall survival between 3 and 6 years (LLS, 2021). Though there are several effective options, progress is still needed towards establishing an accepted frontline approach for MCL (Castellino et al, 2022). Treatment selection and management of MCL are complicated by the heterogeneity of prognosis, advanced age and comorbidities of patients, and lack of an established standard approach for treatment, making it vital that clinicians be familiar with the latest research and advances in this area. In this activity chaired by Michael Wang, MD, Professor in the Department of Lymphoma & Myeloma at MD Anderson Cancer Center, expert faculty will discuss prognostic factors informing treatment, the promising results of recent trials in new therapeutic approaches, and the implications of treatment resistance in therapeutic selection for MCL.
Target Audience
Hematology/oncology fellows, attending faculty, and other health care professionals involved in the treatment of patients with mantle cell lymphoma (MCL).
Learning Objectives
1.) Identify clinical and biological prognostic factors that can guide treatment decision making for older adults with MCL
2.) Evaluate emerging data on targeted therapeutic approaches for treatment-naive and relapsed/refractory MCL and their applicability to older adults
3.) Assess mechanisms of resistance to targeted therapies for MCL and their implications for treatment selection
Ethanol (CH3CH2OH), or beverage alcohol, is a two-carbon alcohol
that is rapidly distributed in the body and brain. Ethanol alters many
neurochemical systems and has rewarding and addictive properties. It
is the oldest recreational drug and likely contributes to more morbidity,
mortality, and public health costs than all illicit drugs combined. The
5th edition of the Diagnostic and Statistical Manual of Mental Disorders
(DSM-5) integrates alcohol abuse and alcohol dependence into a single
disorder called alcohol use disorder (AUD), with mild, moderate,
and severe subclassifications (American Psychiatric Association, 2013).
In the DSM-5, all types of substance abuse and dependence have been
combined into a single substance use disorder (SUD) on a continuum
from mild to severe. A diagnosis of AUD requires that at least two of
the 11 DSM-5 behaviors be present within a 12-month period (mild
AUD: 2–3 criteria; moderate AUD: 4–5 criteria; severe AUD: 6–11 criteria).
The four main behavioral effects of AUD are impaired control over
drinking, negative social consequences, risky use, and altered physiological
effects (tolerance, withdrawal). This chapter presents an overview
of the prevalence and harmful consequences of AUD in the U.S.,
the systemic nature of the disease, neurocircuitry and stages of AUD,
comorbidities, fetal alcohol spectrum disorders, genetic risk factors, and
pharmacotherapies for AUD.
Report Back from SGO 2024: What’s the Latest in Cervical Cancer?bkling
Are you curious about what’s new in cervical cancer research or unsure what the findings mean? Join Dr. Emily Ko, a gynecologic oncologist at Penn Medicine, to learn about the latest updates from the Society of Gynecologic Oncology (SGO) 2024 Annual Meeting on Women’s Cancer. Dr. Ko will discuss what the research presented at the conference means for you and answer your questions about the new developments.
2. Satisfaction
-the contentment
one feels when
one has fulfilled a
desire, need or
expectation.
Delight
- is to take
great pleasure
or joy.
Loyalty
- Is having
the feeling of
allegiance.
4. To create a customer delight
program at Ciudad Medical
Zamboanga.
5. 1. Establish/strengthen customer
feedback to hospital (customer
satisfaction survey)
2. Customer complaints action center
3. In-house customer service training
(creating a courteous and caring
culture)
6. 90 percent return on
customer satisfaction survey
100% resolution of customer
complaints
100% training of staff
8. Key Success Indicators
-Customer satisfaction survey 90% return
-100% patient complaints resolution in 24
hours
-Customer Service training for 100% of staff
Critical Success Indicators
-Critical Mass of Satisfied patients
-Patient retention and loyalty
9. Maintain a well-published
accessible, transparent and simple to use
system of dealing with complaints about
quality of service provided.
OBJECTIVE ACTION DEPLOYMENT
PLAN
To encourage
Customers to give
feedback
•Revise Patient
Satisfaction Survey
Tool
-PSST available on
site and on line.
Develop best
practice complaints
procedures.
•Revise formal
complaints
procedures about
service provided
•-Patient Relations
Specialist/custom
er service
committee
10. Take a proactive approach in proceeding
information that is clear timely and accurate, is
available at all points of contact and meet the
requirements of people with specific needs
Ensure that the potential offered by information
technology is fully availed of and that the
information available on public service website
follows the guidelines on web publication.
Continue the drive for simplification of
Rules, Regulations, forms, information leaflets
and procedures.
11. OBJECTIVE ACTION DEPLOYMENT PLAN
User friendly ON-
LINE access to guide
health services
•Ensure Website is
kept current and
up-to-date
•Ensure relevant
publication is kept
up-to-date
Website of CMZ
printed on forms.
-Multimedia
platforms
12. Provide a priority lane for physically
challenged and senior citizen customers.
OBJECTIVE ACTION PLAN DEPLOYMENT PLAN
Ensure ACCESS to all
customers.
Ensure physical
access to all our
facilities/services
especially for those
with special needs.
Priority lanes at
ancillary
departments.(billing
section, Laboratory,
Radiology, etc..)
13. Timeliness and Courtesy
To deliver services with
courtesy, sensitivity and the minimum
delay, fostering a climate of mutual respect
between provider and customer.
Give contact names in all
communications to ensure ease of ongoing
transactions.
14. OBJECTIVE ACTION DEPLOYMENT PLAN
To deliver Services
promptly and ensure
ease of contact for
customers
Produce protocol
regarding service
delivery Time,
answering telephone
calls, email address,
etc.
-Quarterly Customer
Service Training (
training officer )
15. YEAR 1 YEAR 2 YEAR 3 REMARKS WITH
PERSONS-IN-
CHARGE
PLANNING January
10-20,
2013
Customer
service
committee
MASTER DESIGN
AND
DEVELOPMENT
PLAN
February
1-9,
2013
CSC
PRESENCE OF AN
INTEGRATED
CHECKLISTS
March
10, 2013
CSC
APPROVED BY TOP
MANAGEMENT
March
25, 2013
EXECOM
16. YEAR 1 YEAR 2 YEAR 3 REMARKS WITH
PERSONS-IN-
CHARGE
DEPLOYMENT April
2013
CSC
EDUCATION and
REINFORCEMENT
ON
April 15,
2013
MONITORING Q3, Q4 CSC
EVALUATION/CONT
INUAL
IMPROVEMENT
Q3, Q4
APPLY FOR PQA
17. Question: (Ms. Luzvisminda) = who are the
customers (define customers)?
Answer: (Mr. Edwin To) = based on
presentation customer is in-patient and their
families, out-patient and their families.
Suggestion of Dr. Joson: Expand the
definition of customer, but the priority is
patient.
Agreed definition of customer: In and Out
patients, Families of patients, Doctors, Other
departments (co-worker)
Editor's Notes
The evolution of customer service is being shaped by changing trends in business, consumers and the evolution of tehnology. Its influence as a strategic differentiator continues to grow. In fact, 86% of companies say customer experience is a top strategic priority. Since 2004, Ciudad Medical Zamboanga has initiated the patients’ satisfaction tool. However, it was not strictly implemented and its importance was not really being stressed out. As a result, there is no significant data that could serve as a basis for the improvement of health care services in CMZ.
These 3 simple words have a slightly different meaning, but all have a significant impact on the attitude and behaviors of customers.
When you create "WOW" you have planted a very special peg in the memory of the customer that is easy to recall. It creates the possibility of the customer telling the story about their "WOW" experience to many friends, associates and strangers. It creates the free advertising that you can't place a momentary value to.Customer delight brings customers coming back for more. It causes new customers to come. It takes to out of the realm of being the same as all the others and places you clearly at the top. It distinguishes you from the rest. It allows you to sell your product or service for more money than the competition. It allows you to make more return on your investment. It allows you to reward your employees.
