PATIENT FEEDBACK.pptx

1. PATIENT SATISFACTION
AND
QUALITY IN HEALTH CARE

2. •
What is patient satisfaction
- and what can we do about it?
Patient satisfaction
The degree to which the individual regards the health care
service or product or the manner in which it is delivered by
the provider as useful, effective, or beneficial.

3. Evolution of patient-centredness
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Increased lay knowledge and self-help
Increased awareness of professional falliability and
diagnostic uncertainty
Rise in scepticism about medicine/science
Awareness of wider influences on health
Shift in focus from acute to chronic conditions
Wide variation in clinical practice
Pressure to increase accountability
Pressure to democratise public health systems
Shift from objective to subjective medicine
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4. TOTALQUALITYMANAGEMENT

5. Why is patient satisfaction
important?
• Public accountability
• Quality improvement
– Macro-level:
• system performance management
• benchmarking
• competition/contestability through markets
– Micro-level:
• feedback to professionals and managers
• acceptability of processes / social model of health

6. Client Centered Health Care
Client centered approach often require
a shift in attitude
In client centered care, client (patient)
customers are first and foremost (total quality
management)
To ensure client safety and maintain quality of
care
Explain range of methods available
Discuss the efficacy & adverse effect of
treatments method

7. DOCTOR
CUSTOMER(PATIENT)
NURSE&TECHNICIAN
NURSE&TECHNICIAN
DOCTOR
CUSTOMER(PATIENT)
IMPORTANCE
IMPORTANCE
TRADITIONALMANAGEMENT TOTALQUALITYMANAGEMENT
THE INVERTED PYRAMID OF CONTROL

8. What Do Patients Want?
➢ Respect and recognition
Patients to be treated with respect and friendliness
➢ Understanding
Patients value individualized service and prefer provider
who try to understand the real situation
➢ Emphatic Listening
Five levels of Listening
1. Ignoring
2. Pretending
3. Selective listening
4. Attentive listening
5. Emphathic listening: the highest form of listening.
➢ Complete and accurate information
Patients want complete & accurate information about their
disease, treatment and outcome

9. Technical competence
• Patients want to know technical
competence of providers
Access
• A convenient action and prompt service
are needed
Fairness
• Patients want provider to offer thorough
explanations and examination to everyone alike
Results
• A quality product or service at a fair price
• Satisfaction

10. ■ Patients’ rights and providers' needs
Patients’rights
➢Informationaboutthedisease
➢Access to all service delivery systems and healthcare
providers
➢Choiceofadopting,switchingordiscontinuing methods
➢Safelyin practiceoftreatments
➢Privacyduringdiscussion&physicalexamination
➢Confidentiality ofall personalinformation
➢To be treated with dignity courtesy , considerationand
attentiveness
➢Comfortwhilereceiving treatment
➢Continuityofcareforaslongastheclient desire
➢Toexpress their opinionabout thequalityofservicesreceive

11. ➢
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Training ontechnicalandcommunicationskill
Informationontechnicalissue,updatedregularly
Infrastructure,includingappropriatephysicalfacilitiesand
efficient organization
Supplyofpropermedicine
Guidancefromservice guidelines ,checklistandsupervision
Backupfromotherprovidersandlevelofcare
Respect and recognition from co-workers, managers, clients
andcommunity
Encouragementtoprovidegoodqualityofcare
Feedback from managers to supervisors,other service
providerandpatient
Self-expression so that managers consider their views when
makingdiscussion.
Providers’ needs

12. A theoretical model of patient
satisfaction
Expectations
Disconfirmation
Satisfaction
Emotions
Attribution
of cause
Equity
Perceived attribute
performance
COGNITIVE
AFFECTIVE

13. CONCEPTUAL MODEL
Socio-Economic
Factors of Patients
Education
Occupation
Income
Utilization of
Hospital
SATISFACTION
OF PATIENTS
Good
Interpersonal
Relationship
Prompt and
Efficient
Treatment
Amenities of
Adequate Quality
Patient's Choice
Revenue

14. FACTORS INFLUENCING PATIENT SATISFACTION
PATIENT
SATISFACTION
Quality
& Competency of
providers
Availability & Skill
of Health Care
Providers
Information
&
Explanatio
n
Interpersonal
Relation
Waiting
Time
Financial Expense
(Out of Pocket)
Fairness
Safety
Security
Convenient
of Service
Effectiveness of Care
Appropriateness of Care
Continuity of Care
Pleasant
Surroundings Amenities
Supporting
Machine &
Equipments
Material
&
Drug Supplies
Efficiency
of Outcome

15. Quality Health Care
Quality health care consists of proper performance according
to the standard of intervention of that are known to be safe, that are
affordable to society and in question and that have the ability to
produce an impact on mortality ,morbidity and malnutrition.
Quality means offering the greatest health benefits, with the
least health risk, to the greatest number of people, given to the
available resources
Benefit of good quality
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Safety & effectiveness
Client satisfaction
Job satisfaction for providers
Better program reputation and competitiveness
Expanded access to services

16. Quality definitions - general
1. Doing the right thing
On the right rime
In the right way At the right
place On the first time
2. Aiming to Excellency toward the customer
3. The ability of “surprise” the customer

17. Definitions 1
QC – Quality Control –
assessment (evaluation) of the level
of existing performance – measuring.
QA – Quality Assurance –
activity of bridge – the gap between
observed quality & expected quality.

18. Definitions 2
TQM – Total Quality Management.
CQI – Continuous Quality Improvement
- prospective continuous process
involving all staff, that leads to higher
performance, outputs & outcomes.

19. ▪ Provider Perspective ( Service Oriented )
- Safety
- Effectives
- Technical Competence
▪ Administrator Perspective ( Target Oriented )
- Technical Competence
- Effectives
- Efficiency
- Accessibility
▪ Patients Perspective ( Satisfaction Oriented )
- Safety
- Effectives
- Efficiency
- Accessibility
- Inter Personal Relation
- Continuity
- Amenities
Quality means different things to different people
Patient
Provider Administrator

20. Customer Satisfaction
Complaints
Management
Monthly
Feedback
Customer Service
Level Trending Surveys
Complaints Trending
& Analysis Report by
DQM on Quarterly basis
Compilation of Feedback
By Communications
Department
Customer Service level
Trending survey Conducted on
Quarterly Basis by
Corporate Affairs
Discussion at Monthly
Feedback Meeting with CEO
Implementation Of action
plans by Departments
Implementation Of action
plans by Departments
Process owners present action plans / results at Management Meeting
Process owners present action plans / results at Management Meeting
Process owners present action plans / results at Management Meeting
review

21. Methodology for survey
a. The structured questionnaires (feed back
forms)
b. Discharge interviews
c. Suggestion/Complaint boxes
d. Periodic meetings with the public
Evaluation Through Patient Satisfaction Survey

22. - Simple to understand, with yes or no type
answers (or)
- Multiple answers (very good/ good/ fair/
satisfactory/poor)
- For ticking the appropriate one
- Survey should cover outpatients /inpatients
- Details of patient name, R/N, ward, D.O.A,
D.O.D
- Signed by the patient
a.The structured Questionnaires

23. - Face to face interviews
- Important feedback is known immediately
- At the right level for initiating timely action
eg.Discharge Parade in S.P.H by medico.social
worker
b. Discharge Interviews

24. - Very useful feedback from the
patients/relatives/visitors.
- Boxes placed at reception,OPD,waiting areas,
wards, X-ray Dept, Lab, Blood Bank,…..ect..
- Opened every day/once a week/month at
fixed timing
- Put up to the management for further action
c. Complaint/Suggestion Boxes

25. - Scheduled after due announcements
- The community gets the message the hospital
is sincere about improving the services
- Suggestions/Points from the public
discussed to understand noted down
for action
- Record of meetings,important points
discussed and follow up action,should be
maintained
d. Periodic Meetings With The Public

26. -
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Processed at the earliest
Involve the collection,compiling,analysis,Investigations
To find out likes/dislikes (or) expectations of the
patients
to improve the services to meet the patients’
requirements
Positive feedback/Negative feedback
Speed of processing the feedback is important for
prompt action and right impact
To understand the true value of the feedback and
derive the right conclusions
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Processing of the survey feedback

27. Feedback to the respondents about the action taken
- Communication to the respondent in
writing/telephone/personal interview
- Ensuring that a corrective action has been
implemented
Dissemination of Information to the staff
- The purpose of survey would be defeated if
the staff are not given the feedback at the
earliest possible
- Not given the feedback at the earliest possible
- Detailed action plan for eliminating the
deficiencies
- In the periodic staff meetings communicated
publically

28. Periodic (Quarterly) Review of the Satisfaction Level
- Discussed in detail in the presence of all the heads of
department (SMO meeting)
- Policy decisions , Resource allocation
- Reviewed and targets reset for the next period.

29. Suggestion Boxes

30. Discharge Parade

31. Discharge Interviews

32. 8 Ways to Improve Patient Satisfaction

33. 1. If you want to stem patient dissatisfaction,
stop giving off cues of indifference and
uncaring.
2. Strive actively to experience your care the
way that your patients do.
3. Get every employee thinking about purpose,
not just functions.
4. “Sorry” may be the hardest word, but it’s a
word that everyone on your team needs to
learn.

34. 5. Teach your employees-every single one-
how to handle a patient or family member’s
complaint or concern.
6. If you want to improve,strive to create a
blame-free environment.
7. Understand that improving patient
satisfaction is about systems just as much
as it is about smiles.
8. Benchmark outside healthcare.