This document discusses the importance of patient satisfaction and outlines strategies for clinics to implement a strong patient service culture. It recommends (1) hiring and training staff who treat patients well, (2) establishing efficient processes and workflows, and (3) creating an ambience in the clinic that prioritizes patient comfort. Regularly measuring patient satisfaction and addressing complaints is key to building loyalty and referrals from happy patients.
Patient Satisfaction deals with how patients evaluate the quality of their healthcare experience. It is mainly assessed by conducting Patient Satisfaction Surveys using Healthcare Survey Software to determine the high quality of care, in addition to numerous other dimensions of quality, such as relevance to need, effectiveness, and efficiency.
The presentation describes in brief the patients need, expectations and how to develop the patient care and feedback system to obtain maximum patient satisfaction.
Mastering the HCAHPS by providing patients more than customer service, engage them in a customer experience. The audience was doctors and nurses, but the lessons apply to all hospital staff.
Patient Satisfaction deals with how patients evaluate the quality of their healthcare experience. It is mainly assessed by conducting Patient Satisfaction Surveys using Healthcare Survey Software to determine the high quality of care, in addition to numerous other dimensions of quality, such as relevance to need, effectiveness, and efficiency.
The presentation describes in brief the patients need, expectations and how to develop the patient care and feedback system to obtain maximum patient satisfaction.
Mastering the HCAHPS by providing patients more than customer service, engage them in a customer experience. The audience was doctors and nurses, but the lessons apply to all hospital staff.
Do you want bad patient relations? Do you want to lose patients? Do you want to fail your patient satisfaction surveys? Do you want a non professional image? Do you want to reduce the number of new patient referrals? Do you want to demonstrate poor quality care? Do you want to jeopardize participation in healthcare plans?
We can Help you :)
General practice in Medicine needs to consider aspects of customer service in its day to day functions. This presentation to front office and administration staff highlights aspects of customer service that are relevant to medical practice.
Abstract
To assess the patient satisfaction level in emergency
department of a level 1Trauma Centre in India.
Shallu Chauhan, Dr.Deepak AgrawaL.
JPN Apex Trauma Centre, All India Institute of Medical Sciences, New Delhi-110029, India
Introduction
Patient satisfaction is an important indicator of the quality of care and service delivery in the
emergency department (ED). The objective of this study was to evaluate patient satisfaction
level in the E.D. of a level 1 Trauma Centre,AIIMS,New Delhi.To determine the effects of
actual waiting time,perception of waiting time,information delivery and expressive quality on
patient satisfaction.
Methods
This study was carried out for 2 months during all shifts mostly for those patients who triaged
as green.We made two groups:1) control group{ not explained anything to the patient} and
2) test group{patient explained for time management & treatment}. Patients/relatives were
asked to complete the questionnaire prior to discharge. For the first month, eight questions
were based on descripitve information were distributed to the control group { questions
including explanation of procedures to the patient,communication of staffs,problems faced
by patient/relatives, and overall patient satisfaction level}.Then, following second month
another study questionnaire included 11 questions based on a Likert scale concerning
waiting time{ie,overall time management,waiting for X-ray or C.T,scan,review by doctor, for
discharge & treatment},promptness & behaviour of staff and cleaniness of hospital given to
the test group.
Observation
Ninety patients who attended our ED were included in this study.The perception that waiting
times for placebo injection & T/t were less than expected was associated with a positive
overall satisfaction rating for the ED encounter[p is 0.033] as compared to actual waiting
time.Actual waiting time were not predictive of overall patient satisfaction. The highest
satisfaction rates were observed in cleaniness of hospital in both the groups and most of them
rated it as very good. For overall treatment, in control group 34% rated as poor & fair and
67% rated as good and very good,whereas in test group only 22% rated as poor and fair
but78% rated as very good and excellent.At the same time,both the groups were rated as
good for overall time management but they were not satisfy with the time taken by doctor
to review the reports and 33% rated as fair in control group and 22% rated as fair in test
goup.The assigned waiting time for particular physician to review a report was 60minutes
but average time taken to consult a particular physician was >60mins which mostly occur
in control group.The overall satisfaction rate was dependent on the mean waiting time. The
highest waiting time for a low rate of satisfaction of patient was 180minutes and for very
good level of satisfaction was just 15minutes. In control group,30% and 17% of patients
rated as fair and poor
Patient Experience Defined. Patient experience encompasses the range of interactions that patients have with the health care system, including their care from health plans, and from doctors, nurses, and staff in hospitals, physician practices, and other health care facilities.
Importance of Measuring Patient SatisfactionZonkaFeedback
Patient Satisfaction is an important metric to measure overall healthcare quality. With the help of Patient Satisfaction Surveys, constant measuring of Patient Satisfaction and improving Patient Experience can be achieved. It is a valuable tool to capture Patient Feedback without much effort.
https://www.zonkafeedback.com/blog/importance-of-measuring-patient-satisfaction
An introductory overview of the basic concepts of Healthcare Quality, a starter for beginners.
Prepared in 2014 for the new staff of the Quality Management Department in King Saud University Medical City in Riyadh as a part of their capacity building plan.
Acknowledgments:
*Dr. Magdy Gamal Yousef, MBBCh, MS, CPHQ - for his contribution in the scientific content
**Ms. Maram Baksh, MS, CPHQ - for the design of the full HCQ capacity building plan in KSUMC
“ We are the best !”
Why we continue to fool ourselves
Only 1 of 20 unhappy patients bother to complain.
Others walk out of your clinic and tell ten others about their bad experience.
slsmls.org
Do you want bad patient relations? Do you want to lose patients? Do you want to fail your patient satisfaction surveys? Do you want a non professional image? Do you want to reduce the number of new patient referrals? Do you want to demonstrate poor quality care? Do you want to jeopardize participation in healthcare plans?
We can Help you :)
General practice in Medicine needs to consider aspects of customer service in its day to day functions. This presentation to front office and administration staff highlights aspects of customer service that are relevant to medical practice.
Abstract
To assess the patient satisfaction level in emergency
department of a level 1Trauma Centre in India.
Shallu Chauhan, Dr.Deepak AgrawaL.
JPN Apex Trauma Centre, All India Institute of Medical Sciences, New Delhi-110029, India
Introduction
Patient satisfaction is an important indicator of the quality of care and service delivery in the
emergency department (ED). The objective of this study was to evaluate patient satisfaction
level in the E.D. of a level 1 Trauma Centre,AIIMS,New Delhi.To determine the effects of
actual waiting time,perception of waiting time,information delivery and expressive quality on
patient satisfaction.
Methods
This study was carried out for 2 months during all shifts mostly for those patients who triaged
as green.We made two groups:1) control group{ not explained anything to the patient} and
2) test group{patient explained for time management & treatment}. Patients/relatives were
asked to complete the questionnaire prior to discharge. For the first month, eight questions
were based on descripitve information were distributed to the control group { questions
including explanation of procedures to the patient,communication of staffs,problems faced
by patient/relatives, and overall patient satisfaction level}.Then, following second month
another study questionnaire included 11 questions based on a Likert scale concerning
waiting time{ie,overall time management,waiting for X-ray or C.T,scan,review by doctor, for
discharge & treatment},promptness & behaviour of staff and cleaniness of hospital given to
the test group.
Observation
Ninety patients who attended our ED were included in this study.The perception that waiting
times for placebo injection & T/t were less than expected was associated with a positive
overall satisfaction rating for the ED encounter[p is 0.033] as compared to actual waiting
time.Actual waiting time were not predictive of overall patient satisfaction. The highest
satisfaction rates were observed in cleaniness of hospital in both the groups and most of them
rated it as very good. For overall treatment, in control group 34% rated as poor & fair and
67% rated as good and very good,whereas in test group only 22% rated as poor and fair
but78% rated as very good and excellent.At the same time,both the groups were rated as
good for overall time management but they were not satisfy with the time taken by doctor
to review the reports and 33% rated as fair in control group and 22% rated as fair in test
goup.The assigned waiting time for particular physician to review a report was 60minutes
but average time taken to consult a particular physician was >60mins which mostly occur
in control group.The overall satisfaction rate was dependent on the mean waiting time. The
highest waiting time for a low rate of satisfaction of patient was 180minutes and for very
good level of satisfaction was just 15minutes. In control group,30% and 17% of patients
rated as fair and poor
Patient Experience Defined. Patient experience encompasses the range of interactions that patients have with the health care system, including their care from health plans, and from doctors, nurses, and staff in hospitals, physician practices, and other health care facilities.
Importance of Measuring Patient SatisfactionZonkaFeedback
Patient Satisfaction is an important metric to measure overall healthcare quality. With the help of Patient Satisfaction Surveys, constant measuring of Patient Satisfaction and improving Patient Experience can be achieved. It is a valuable tool to capture Patient Feedback without much effort.
https://www.zonkafeedback.com/blog/importance-of-measuring-patient-satisfaction
An introductory overview of the basic concepts of Healthcare Quality, a starter for beginners.
Prepared in 2014 for the new staff of the Quality Management Department in King Saud University Medical City in Riyadh as a part of their capacity building plan.
Acknowledgments:
*Dr. Magdy Gamal Yousef, MBBCh, MS, CPHQ - for his contribution in the scientific content
**Ms. Maram Baksh, MS, CPHQ - for the design of the full HCQ capacity building plan in KSUMC
“ We are the best !”
Why we continue to fool ourselves
Only 1 of 20 unhappy patients bother to complain.
Others walk out of your clinic and tell ten others about their bad experience.
slsmls.org
The doctor -patient relationship is complex one. A lot of factors come into play. These are to do with doctor's own personality, family background, workload, work environment etc. Also matter the patient's background, education, etc
Mostly it is to do with workload and to some extent the patient's repeated silly questions which needs common sense and not medical knowledge to answer. When confronted with such situations just nod your head rather then give a rude reply. In my opinion rudeness should be avoided at all cost.
The Phones is the Cash Register of Your Practice!OptiCall
Slides from our webinar on March 24th @ 4PM EST, an educational webinar discussing the importance of proper phone call handling, and how it can affect your practice both positively and negatively.
Presented by Bill Mercier - President of OptiCall - who will share with you key stats on slippage, the cost your practice pays for leaky phones, and ways to fix it. He will also provide customer service and phone training tips, outline the anatomy of a proper phone call, and ultimately showcase how this all adds up to converting more calls to consults.
If you like money, and don't want to see your practice waste it, then you owe it to your bottom line to check it out!
What we will discuss:
Understand phone issues the typical practice faces today
The cost of proper (and improper) call handling
Training for a “Customer Service Mindset”
The anatomy of a proper elective medical sales phone call
How to set your practice up for phone success
Here's a collection of some of my LinkedIn Posts on the Coronavirus Pandemic.
I don't claim to be an expert - but do try to think logically as a doctor, and use my common sense to reason !
How MICE ( Medical Innovation, Creativity , Innovation and Entrepreneurship) labs is helping medical students to think out of the box at JJ Hospital by allowing them to tinker
MANAGEMENT OF ATRIOVENTRICULAR CONDUCTION BLOCK.pdfJim Jacob Roy
Cardiac conduction defects can occur due to various causes.
Atrioventricular conduction blocks ( AV blocks ) are classified into 3 types.
This document describes the acute management of AV block.
Tom Selleck Health: A Comprehensive Look at the Iconic Actor’s Wellness Journeygreendigital
Tom Selleck, an enduring figure in Hollywood. has captivated audiences for decades with his rugged charm, iconic moustache. and memorable roles in television and film. From his breakout role as Thomas Magnum in Magnum P.I. to his current portrayal of Frank Reagan in Blue Bloods. Selleck's career has spanned over 50 years. But beyond his professional achievements. fans have often been curious about Tom Selleck Health. especially as he has aged in the public eye.
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Introduction
Many have been interested in Tom Selleck health. not only because of his enduring presence on screen but also because of the challenges. and lifestyle choices he has faced and made over the years. This article delves into the various aspects of Tom Selleck health. exploring his fitness regimen, diet, mental health. and the challenges he has encountered as he ages. We'll look at how he maintains his well-being. the health issues he has faced, and his approach to ageing .
Early Life and Career
Childhood and Athletic Beginnings
Tom Selleck was born on January 29, 1945, in Detroit, Michigan, and grew up in Sherman Oaks, California. From an early age, he was involved in sports, particularly basketball. which played a significant role in his physical development. His athletic pursuits continued into college. where he attended the University of Southern California (USC) on a basketball scholarship. This early involvement in sports laid a strong foundation for his physical health and disciplined lifestyle.
Transition to Acting
Selleck's transition from an athlete to an actor came with its physical demands. His first significant role in "Magnum P.I." required him to perform various stunts and maintain a fit appearance. This role, which he played from 1980 to 1988. necessitated a rigorous fitness routine to meet the show's demands. setting the stage for his long-term commitment to health and wellness.
Fitness Regimen
Workout Routine
Tom Selleck health and fitness regimen has evolved. adapting to his changing roles and age. During his "Magnum, P.I." days. Selleck's workouts were intense and focused on building and maintaining muscle mass. His routine included weightlifting, cardiovascular exercises. and specific training for the stunts he performed on the show.
Selleck adjusted his fitness routine as he aged to suit his body's needs. Today, his workouts focus on maintaining flexibility, strength, and cardiovascular health. He incorporates low-impact exercises such as swimming, walking, and light weightlifting. This balanced approach helps him stay fit without putting undue strain on his joints and muscles.
Importance of Flexibility and Mobility
In recent years, Selleck has emphasized the importance of flexibility and mobility in his fitness regimen. Understanding the natural decline in muscle mass and joint flexibility with age. he includes stretching and yoga in his routine. These practices help prevent injuries, improve posture, and maintain mobilit
Prix Galien International 2024 Forum ProgramLevi Shapiro
June 20, 2024, Prix Galien International and Jerusalem Ethics Forum in ROME. Detailed agenda including panels:
- ADVANCES IN CARDIOLOGY: A NEW PARADIGM IS COMING
- WOMEN’S HEALTH: FERTILITY PRESERVATION
- WHAT’S NEW IN THE TREATMENT OF INFECTIOUS,
ONCOLOGICAL AND INFLAMMATORY SKIN DISEASES?
- ARTIFICIAL INTELLIGENCE AND ETHICS
- GENE THERAPY
- BEYOND BORDERS: GLOBAL INITIATIVES FOR DEMOCRATIZING LIFE SCIENCE TECHNOLOGIES AND PROMOTING ACCESS TO HEALTHCARE
- ETHICAL CHALLENGES IN LIFE SCIENCES
- Prix Galien International Awards Ceremony
These lecture slides, by Dr Sidra Arshad, offer a quick overview of physiological basis of a normal electrocardiogram.
Learning objectives:
1. Define an electrocardiogram (ECG) and electrocardiography
2. Describe how dipoles generated by the heart produce the waveforms of the ECG
3. Describe the components of a normal electrocardiogram of a typical bipolar leads (limb II)
4. Differentiate between intervals and segments
5. Enlist some common indications for obtaining an ECG
Study Resources:
1. Chapter 11, Guyton and Hall Textbook of Medical Physiology, 14th edition
2. Chapter 9, Human Physiology - From Cells to Systems, Lauralee Sherwood, 9th edition
3. Chapter 29, Ganong’s Review of Medical Physiology, 26th edition
4. Electrocardiogram, StatPearls - https://www.ncbi.nlm.nih.gov/books/NBK549803/
5. ECG in Medical Practice by ABM Abdullah, 4th edition
6. ECG Basics, http://www.nataliescasebook.com/tag/e-c-g-basics
Title: Sense of Smell
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 primary categories of smells and the concept of odor blindness.
Explain the structure and location of the olfactory membrane and mucosa, including the types and roles of cells involved in olfaction.
Describe the pathway and mechanisms of olfactory signal transmission from the olfactory receptors to the brain.
Illustrate the biochemical cascade triggered by odorant binding to olfactory receptors, including the role of G-proteins and second messengers in generating an action potential.
Identify different types of olfactory disorders such as anosmia, hyposmia, hyperosmia, and dysosmia, including their potential causes.
Key Topics:
Olfactory Genes:
3% of the human genome accounts for olfactory genes.
400 genes for odorant receptors.
Olfactory Membrane:
Located in the superior part of the nasal cavity.
Medially: Folds downward along the superior septum.
Laterally: Folds over the superior turbinate and upper surface of the middle turbinate.
Total surface area: 5-10 square centimeters.
Olfactory Mucosa:
Olfactory Cells: Bipolar nerve cells derived from the CNS (100 million), with 4-25 olfactory cilia per cell.
Sustentacular Cells: Produce mucus and maintain ionic and molecular environment.
Basal Cells: Replace worn-out olfactory cells with an average lifespan of 1-2 months.
Bowman’s Gland: Secretes mucus.
Stimulation of Olfactory Cells:
Odorant dissolves in mucus and attaches to receptors on olfactory cilia.
Involves a cascade effect through G-proteins and second messengers, leading to depolarization and action potential generation in the olfactory nerve.
Quality of a Good Odorant:
Small (3-20 Carbon atoms), volatile, water-soluble, and lipid-soluble.
Facilitated by odorant-binding proteins in mucus.
Membrane Potential and Action Potential:
Resting membrane potential: -55mV.
Action potential frequency in the olfactory nerve increases with odorant strength.
Adaptation Towards the Sense of Smell:
Rapid adaptation within the first second, with further slow adaptation.
Psychological adaptation greater than receptor adaptation, involving feedback inhibition from the central nervous system.
Primary Sensations of Smell:
Camphoraceous, Musky, Floral, Pepperminty, Ethereal, Pungent, Putrid.
Odor Detection Threshold:
Examples: Hydrogen sulfide (0.0005 ppm), Methyl-mercaptan (0.002 ppm).
Some toxic substances are odorless at lethal concentrations.
Characteristics of Smell:
Odor blindness for single substances due to lack of appropriate receptor protein.
Behavioral and emotional influences of smell.
Transmission of Olfactory Signals:
From olfactory cells to glomeruli in the olfactory bulb, involving lateral inhibition.
Primitive, less old, and new olfactory systems with different path
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.
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
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.
Explore natural remedies for syphilis treatment in Singapore. Discover alternative therapies, herbal remedies, and lifestyle changes that may complement conventional treatments. Learn about holistic approaches to managing syphilis symptoms and supporting overall health.
4. Happy patients
Happy patients are loyal
Will refer other patients to you
They help you perform even better by
giving you professional satisfaction
Great emotional income - if your patients
are happy, you will be happy too !
5. Why we continue to fool ourselves
• Only 1 of 20 unhappy patients bother to
complain.
• Others walk out of
your clinic and
tell 10 others about their
bad experience.
• Complain online
Poor ratings cause harm
• Google yourself !
6. Build a Patient Service Culture in
your Clinic’s DNA
You cannot do it yourself !
Need to ensure your staff treats your
patients well
Create magic with
Right people
Right processes
Right environment
7. Staff – your most valuable
investment
• Employ the right people - hire for attitude
• Pay them well . Losing even one patient because
your receptionist was rude can be expensive !
• Train them. Respect them. Appreciate them
• Employ enough staff – multi-tasking is tedious
and dangerous too
• Make sure your staff works well as a team
• Do not shout at them in front of your
patients
• Working in a doctor’s clinic is difficult.
Help them to do their best
8. Staff – your most valuable
investment
How well does your staff treat your
patients when you are not in the clinic ?
If you treat your staff well, they will treat
your patients well !
9. Processes to improve workflow
• Doctors are good at following clinical
flowcharts - we need to implement flowcharts
for improving workflow in the clinic !
• Need processes which the staff can follow
How to answer the phone
How to greet a new patient
How to help them fill up a form
Doctors usually create bottlenecks !
10.
11. Clinic ambience
• Do not pinch pennies ! Would you be
happy sitting in your waiting room ?
• Is drinking water / tea available ?
• Rest rooms should be spic and span
• Play patient education videos while your
patients are waiting
• Do not overbook - respect your patient’s
time
12. Invest in technology
Automate processes
Online appointment booking
Reminder SMSes to reduce “noshows”
Learn from dentists and vets !
EMRs ( Electronic Medical Records)
Email test results to patients !
13. Telephone etiquette
How well is the phone answered ?
This is your clinic’s public face !
Answer phone within 3 rings
Establish a maximum holding time
Designate a time to return
patient telephone calls
Emails
Mobile
14. Simple to do – but not easy !
Need to understand your patient’s wants,
needs and desires
Ask your patients for help !
We can learn a lot from the hospitality
industry which puts customers first
15. Measure patient satisfaction !
“You get what you measure.”
• Comment cards
– It was easy to get an appointment.
– I was greeted in a friendly manner.
– My doctor answered all my questions.
– I would recommend this practice to friends.
• Telephone calls after their visit.
• Internet surveys by email
• Feedback form on the website
• Mystery shoppers
16. “The patient will never care how
much you know, until they know
how much you care !”
Doctors take pride in their
professional competence
Patients have no way of
judging this. Assume all
doctors are technically
competent !
Judge you by your behaviour
17. The 10 Commandments for your
staff
The patient is never an interruption - the
patient is your work. Everything else can
wait !
Greet every patient with a friendly smile.
Call patients by their name.
For patients, all staff members are as
important as the doctor !
Never argue with a patient. Be a good
listener.
18. The 10 Commandments for your
staff
Don’t say, "I don't know.” Say “ I will find out”.
The patient pays your salary - treat him like your
boss !
Choose positive words
Brighten every patient's day. This will make your
own life happier.
Always go the extra mile. Exceeding patient
expectations is the best way of keeping your
patients loyal!
19. Dealing with unhappy patients
• Dissatisfaction = Mismatch between
Expectation and Reality
• Satisfied patients will tell three other
people
• Dissatisfied patients will tell 20 others.
• However, if you can satisfy an unhappy
patient, he will tell at least 50 others, and
become your most valuable ally !
20. How to handle angry patients!
RAPSAND
• R = Re-establish rapport ( empathy)
• A = Agreement ( get the patient to say Yes)
• P = Problem ( define this)
• S = Solution
• A = Ask Permission ( is the patient happy with
the solution you have offered ?)
• N = Next step ( Follow up)
• D = Document
21. Commonest complaints patients
have about doctors
Doctor did not explain properly
Not enough time with the doctor
Unnecessary long wait time
Billing mistakes
Rude staff
Lack of transparency about
costs