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PATIENT FEEDBACK.pptx
- 1. PATIENT SATISFACTION AND QUALITY INHEALTH CARE
- 2. • What is patientsatisfaction - 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 • • Increasedlay 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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- 5. Why is patientsatisfaction 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 HealthCare 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
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- 8. What Do PatientsWant? ➢ 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 • Patientswant 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’ rightsand 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. ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ Training ontechnicalandcommunicationskill Informationontechnicalissue,updatedregularly Infrastructure,includingappropriatephysicalfacilitiesand efficient organization Supplyofpropermedicine Guidancefromserviceguidelines ,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 modelof patient satisfaction Expectations Disconfirmation Satisfaction Emotions Attribution of cause Equity Perceived attribute performance COGNITIVE AFFECTIVE
- 13. CONCEPTUAL MODEL Socio-Economic Factors ofPatients 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 PATIENTSATISFACTION 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 Qualityhealth 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 • • • • • 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 LevelTrending 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 tounderstand, 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 toface 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 usefulfeedback 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 afterdue 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. - - - Processed at theearliest 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 - - - - Processing of the survey feedback
- 27. Feedback to therespondents 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) Reviewof 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.
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- 32. 8 Ways toImprove Patient Satisfaction
- 33. 1. If youwant 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 youremployees-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.