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Customer Satisfaction vs Patient Safety
This document outlines the clinical journey and experiences of Dr. Robertus Arian, a plastic surgeon, emphasizing the significance of patient safety and customer satisfaction in hospital management. It discusses the evolution of Indonesian healthcare laws, the gaps in medical education, and the importance of effective collaboration among healthcare professionals. Additionally, it highlights the characteristics of intelligent health consumers and the role of patients' experiences in defining healthcare quality.
Customer Satisfaction vs Patient Safety
- 1. #bedahplastikntt @robertusarian arian9677@gmail.com @eanplastic CustomerSatisfaction and Patient Safety How Hospital Management Shapes My Clinical Practice Robertus Arian Datusanantyo (EAN) Plastic Surgeon
- 2. #bedahplastikntt @robertusarian arian9677@gmail.com @eanplastic MyClinical Journey 2 2007 - 2008 RSUD Sekayu, Kab. Musi Banyuasin Dokter PTT 2009 - 2015 RS Panti Rapih, Yogyakarta Dokter Jaga Ruangan – IGD, Kepala IGD, Tim Akreditasi, Tim Revolusi KIA NTT / sister hospital 2011 - 2012 Klinik Panti Rahayu Kelor, Gunung Kidul Pelaksana Harian Direktur 2012 - 2015 Universitas Gadjah Mada Pasca Sarjana IKM – Magister Manajemen Rumah Sakit 2015 - 2020 RSUD Dr. Soetomo, Surabaya Residen Bedah Plastik 2020 - present RSUD Prof. Dr. W. Z. Johannes, RS St. Carolus Borromeus, RS Leona - Kupang, NTT Dokter spesialis bedah plastik
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- 4. #bedahplastikntt @robertusarian arian9677@gmail.com @eanplastic Revolutionsof Indonesian Hospital 4 2005 - Introduction of Patient Safety; ASKESKIN 2006 - UU Praktek Kedokteran 2009 – UU Kesehatan dan UU Rumah Sakit 2014 - ASKES berubah menjadi BPJS Kesehatan 2023 - UU OBL Kesehatan 2012 – Sistem BARU Akreditasi RS berlaku 2008 – Kasus Prita Mulyasari vs RS Omni International, Tangerang 2020 – Pandemi COVID19
- 5. #bedahplastikntt @robertusarian arian9677@gmail.com @eanplastic Gapsin Medical Education • Administration work • Financing healthcare • Legal consequences • Career paths • Quality: satisfaction, indicators • Screw in enermous machine 5
- 6. #bedahplastikntt @robertusarian arian9677@gmail.com @eanplastic 6 Customervs Patient Quality Patient Safety Collaboration
- 7. #bedahplastikntt @robertusarian arian9677@gmail.com @eanplastic Customervs Patient It’s not the strongest nor the most intelligent of the species that survive; it is the one most adaptable to change. - Charles Darwin Never forget that only dead fish swim with the stream. - Malcolm Muggeridge 7
- 8. #bedahplastikntt @robertusarian arian9677@gmail.com @eanplastic Customervs Patient External Customer: - Pembeli - End user Internal Customer: - Pemilik proses selanjutnya 8
- 9. #bedahplastikntt @robertusarian arian9677@gmail.com @eanplastic IntelligentHealth Consumer Behavior 1. They seek reliable sources of information. 2. They maintain a healthy lifestyle. 3. They select practitioners with great care. 4. They undergo appropriate screening tests and, when illness strikes, use self-care and professional care as needed. 5. They communicate effectively. 6. When a health problem arises, they take an active role in its management. 7. They understand the logic of science and why scientific testing is needed to test and to determine which theories and practices are valid. 8. They are wary of treatments that lack scientific support and a plausible rationale. 9. They are familiar with the economic aspects of health care. 10. They report frauds, quackery, and other wrongdoing to appropriate agencies and law enforcement officials. 9
- 10. #bedahplastikntt @robertusarian arian9677@gmail.com @eanplastic InternalCustomer - Illustration Emergency Department Setting: - Specialist / consultant - Ward physician - Nurse - Radiology technician - Other unit: OR / HD / ICU / CICU, etc. 10
- 11. #bedahplastikntt @robertusarian arian9677@gmail.com @eanplastic Patients'experiences should be the fundamental source of the definition of "quality." - Donald M. Berwick 11
- 12. #bedahplastikntt @robertusarian arian9677@gmail.com @eanplastic Quality12 Konsep Berwick Setinggi apapun pelayanan “berkualitas” yang kita klaim, tidak ada maknanya bila tidak “dialami” oleh pasien. Klinisi, minimal berpikir sebagai bagian dari sistem mikro: berhubungan langsung dengan pasien sekaligus memberi umpan balik ke organisasi.
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- 14. #bedahplastikntt @robertusarian arian9677@gmail.com @eanplastic Partof Team 14 • Innovator • Worker • Monitor/Evaluator • Resource Investigator • Completer • Free Rider
- 15. #bedahplastikntt @robertusarian arian9677@gmail.com @eanplastic 15 Collaborationin health care: - Reducing preventable adverse drug reaction - Decreasing morbidity and mortality rate - Optimising medication dosage - Reducing extra work - Increasing job satisfaction (Bosch and Mansell, 2015)
- 16. #bedahplastikntt @robertusarian arian9677@gmail.com @eanplastic TakeHome Messages • Gaps between medical education and medical practice: hospital. • Adapt to survive. • Management cycle is similar to clinical steps and reasoning. • Management IS part of clinical practice. 16
- 17. #bedahplastikntt @robertusarian arian9677@gmail.com @eanplastic dr.Robertus Arian D. (EAN), M.P.H.,M.Ked.Klin.,Sp.B.P.R.E. Dokter Spesialis Bedah Plastik Rekonstruksi & Estetik RSUD Prof. Dr. W. Z. Johannes; RS St. Carolus Borromeus; RS Leona WA: +62 818 04 245 382; Instagram: @eanplastic; E-mail: arian9677@gmail.com; #bedahplastikntt; Presentations: http://bit.ly/ean_slideshare 17