This document discusses patient satisfaction in healthcare. It outlines that patient satisfaction depends on meeting patient needs through high quality care, effective communication, and a caring attitude from staff. Key determinants of patient satisfaction include clinical competency, clean and comfortable facilities, respectful treatment, and addressing patient concerns. Maintaining patient satisfaction is important for positive health outcomes, compliance, and the financial and reputational well-being of healthcare organizations.
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.
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
Patient Satisfaction Survey as a Tool Towards Quality Improvement by Dr.Mahbo...Healthcare consultant
A mixed bag of poorly evaluated methods leaves patients frustrated, and doctors little wiser.The best way to ensure that services are responsive to those they aim to serve is to elicit feedback on people’s experiences and encourage providers to deal with any problems thus identified. This has been axiomatic in health policy for many years, but have we got the balance right in primary care? Patients’ experiences have become central to assessing the performance of healthcare systems worldwide and are increasingly being used to inform quality improvement processes. This paper explores the relative value of surveys and detailed patient narratives in identifying priorities for improving breast cancer services as part of a quality improvement process.
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.
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
Patient Satisfaction Survey as a Tool Towards Quality Improvement by Dr.Mahbo...Healthcare consultant
A mixed bag of poorly evaluated methods leaves patients frustrated, and doctors little wiser.The best way to ensure that services are responsive to those they aim to serve is to elicit feedback on people’s experiences and encourage providers to deal with any problems thus identified. This has been axiomatic in health policy for many years, but have we got the balance right in primary care? Patients’ experiences have become central to assessing the performance of healthcare systems worldwide and are increasingly being used to inform quality improvement processes. This paper explores the relative value of surveys and detailed patient narratives in identifying priorities for improving breast cancer services as part of a quality improvement process.
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.
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
Credentialing refers to the process of collection and verification of the evidences of credentials of a doctor who is to be given the responsibility of
treating patients in the hospital. The process
ensures the authenticity of the details provided
by the healthcare practitioner or doctor.
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
Patient complaints are inevitable. And when a patient complaint is not effectively managed, unfavorable or harmful consequences can result—noncompliance, dissolving of the patient-physician relationship, litigation, or reduced compensation. Therefore, strong complaint management is a core component for success worth cultivating and honing.
Really putting such patients first means: 4 ensuring that such patients have continuity of care with a healthcare professional whom the patient knows and trusts; longer appointments as required;shared decision making and an agreed care plan; and easy access to care.
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.
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
Credentialing refers to the process of collection and verification of the evidences of credentials of a doctor who is to be given the responsibility of
treating patients in the hospital. The process
ensures the authenticity of the details provided
by the healthcare practitioner or doctor.
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
Patient complaints are inevitable. And when a patient complaint is not effectively managed, unfavorable or harmful consequences can result—noncompliance, dissolving of the patient-physician relationship, litigation, or reduced compensation. Therefore, strong complaint management is a core component for success worth cultivating and honing.
Really putting such patients first means: 4 ensuring that such patients have continuity of care with a healthcare professional whom the patient knows and trusts; longer appointments as required;shared decision making and an agreed care plan; and easy access to care.
Patient’s experience, improve the quality health3zsaddique
Putting patients first requires more than world-class clinical care – it requires care that addresses every aspect of a patient’s encounter with Hospital, including the patient’s physical comfort, as well as their educational, emotional, and spiritual needs. A team of professionals should serves as an advisory resource for critical initiatives across the Hospital health system. In addition, it should provide resources and data analytics; identify, support, and publish sustainable best practices; and collaborate with a variety of departments to ensure the consistent delivery of patient-centered care.
Test Bank -Medical-Surgical Nursing Concepts for Interprofessional Collaborat...rightmanforbloodline
Test Bank -Medical-Surgical Nursing Concepts for Interprofessional Collaborative Care 11th edition (All chapters complete 1 - 74, Question and Answers with Rationales).
Ways to improve patient satisfaction survey scoresCare Analytics
Patient experience matters. In fact, it’s so important it’s considered a marker of quality patient care, and it is used to determine incentives, Value-Based Payment Modifier reimbursements, amount of shared of savings received by accountable care organization participants, and it is a requirement for maintenance of certification. Yet, it is one of the quality measures that physicians and medical facilities reportedly find most difficult to change
Don't ignore your waiting rooms. It is the most important part of your practice or health system. It is where your patient's first impressions are made and where they spend the most time. By following our easy tips, you will make your waiting areas more productive for the patient and more profitable for you.
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
Ozempic: Preoperative Management of Patients on GLP-1 Receptor Agonists Saeid Safari
Preoperative Management of Patients on GLP-1 Receptor Agonists like Ozempic and Semiglutide
ASA GUIDELINE
NYSORA Guideline
2 Case Reports of Gastric Ultrasound
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
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
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.
Factory Supply Best Quality Pmk Oil CAS 28578–16–7 PMK Powder in Stockrebeccabio
Factory Supply Best Quality Pmk Oil CAS 28578–16–7 PMK Powder in Stock
Telegram: bmksupplier
signal: +85264872720
threema: TUD4A6YC
You can contact me on Telegram or Threema
Communicate promptly and reply
Free of customs clearance, Double Clearance 100% pass delivery to USA, Canada, Spain, Germany, Netherland, Poland, Italy, Sweden, UK, Czech Republic, Australia, Mexico, Russia, Ukraine, Kazakhstan.Door to door service
Hot Selling Organic intermediates
- Video recording of this lecture in English language: https://youtu.be/lK81BzxMqdo
- Video recording of this lecture in Arabic language: https://youtu.be/Ve4P0COk9OI
- Link to download the book free: https://nephrotube.blogspot.com/p/nephrotube-nephrology-books.html
- Link to NephroTube website: www.NephroTube.com
- Link to NephroTube social media accounts: https://nephrotube.blogspot.com/p/join-nephrotube-on-social-media.html
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.
1. PATIENT SATISFACTION DR. N. C. DAS
2. WHAT IS PATIENT SATISFACTION To provide patient-centered care
creating a culture that accepts people for, who they are and where, they
are in life cycle, by meeting their needs at that point ,with the health
system’s mission to care for the body, mind and spirit of patients. Patients
are the foundation of our medical practice, it is very obvious that they must
be satisfied while in or out of the Hospital.
3. CHALLANGE FOR HEALTH CARE Often long-term duration of
interaction Heightened emotional levels - anxiety, fear, pain Purpose is to
meet needs Aim is to reduce demand via effectiveness Wide and
increasing gap between professional competence and patient
understanding Public and private sector competition Open but blurred
demarcation between patient and practitioner Ambiguous outcomes for
patients and professionals Extraordinary experience rare and intense
emotions difficult to describe (personal/abstract) can cause
positive/negative care evaluation
4. OBJECTIVE OF PATIENT SATISFACTION Health Care Institutions are
primarily patient centric. Patient Satisfaction is the strongest determinant of
hospital functioning. Ultimate goal of the hospital is satisfaction of its
customers. Not only to satisfy and cared-for patients and families, but also
a positive outcome for your staff, your community and your organization’s
health. Patient Satisfaction depends on workers motivation, dedication and
duty towards the patients.
5. WHY PATIENT SATISFACTION Increased lay knowledge and taboo
Increased awareness of professional fallibility 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 Pressure of CPA
2. 6. PRINCIPLES OF PATIENT SATISFACTION 1. QUALITY OF CARE:
The quality patient experience doesn’t happen by accident but by
standardized practice. A consistently great patient experience is not a
matter of attitude, awareness or positive intent but a matter of design and
continuous quality improvement. 2. MANAGING ANXIETY, FEAR AND
PAIN: “ Anxiety is the rust of life, destroying its brightness and weakening
its power.” (Anon) Patients are highly anxious. To create an exceptional
patient experience, we need to focus on preventing or lessening anxiety for
patients and families. 3. BETTER COMMUNICATION: Some emotions
don't make a lot of noise. If we don’t communicate our caring, patients and
families might think we don’t care.
7. 4. PERSONAL ATTENTION: Patients and families want personalised
care and service . 5. STAFF ACCOUNTABILITY: All staff must be
accountable for their role like: Clear responsibility Clear performance
Sound measurement and feedback Courageous conversations
Consequences reporting 6.SOUND ORGANISATION CULTURE: The
more strongly your hospital’s culture supports the quality patient
experience, the more sustainable are impressive levels of patient
satisfaction. Effective long-term strategies inevitably involve a fresh look at
the hospital culture and how it drives or restrains your patient experience
vision.
8. TEN PILLARS OF PATIENT SATISFACTION Leadership Vision and
Commitment Process Design and Continuous Improvement Employee
Engagement and Empowerment Accountability for all category of staff
Monitoring and Feedback Vertical and horizontal Communication Staff
Development and Training Reward and Recognition Service Recovery
Dissatisfaction to satisfaction Patient Focus and Sustainability *(Wendy
Leebov 1984, “The Ten Pillars”)
9. MEDICAL PRACTICE IN THE PAST MEDICAL PRACTICE
10. MEDICAL PRACTICE TODAY MEDICAL PRACTICE
3. 11. HOSPITAL CUSTOMER HOSPITAL CUSTOMER Doctors Nursing
Staff Paramedics Others Nursing Orderly Sanitation Staff Patient Relatives
Visitors Agents Vendors Community as a whole
12. TYPES OF CUSTOMERS 1. Difficult to deal with : Demanding,
annoying, unrealistic, loud and objectionable. 2. Desirable: pleasant,
easygoing, intelligent, accommodating and knowledgeable 3.Others: timid,
questioning, unprepared, lacking in knowledge and uncertain about what
they want or need. Hospital has to handle them all
13. ADVANTAGE OF PATIENT SATISFACTION PATIENT
SATISFACTION: Greater profitability. Improved patient retention and
patient loyalty. Increased patient referrals. Improved compliance. Improved
productivity. Better staff morale. STAFF SATISFACTION: Reduced staff
turnover. Improved collections. Greater efficiency. Reduced risk of
malpractice suit. Personal and professional fulfillment. THE PROCESS OF
ENSURING PATIENT SATISFACTION: Patient Satisfaction =TQM (Total
Quality Management)
14. ADVANTAGE OF PATIENT SATISFACTION PATIENT
SATISFACTION MORE NAME- FAME – REPUTATION GOOD
PERCEPTION GOAL ATTAINMENT RE-VISIT HIGHER EXPECTATION
15. DETERMINANTS OF PATIENT SATISFACTION CUSTOMER
SATISFACTION EXPECTATION PERCEPTION AT EXIST AFTER EXIST
AT ENTRY DURING STAY
16. DETERMINANTS OF SATISFACTION EXPECTATION
SATISFACTION PERCEPTION CLINICAL Correct Diagnosis Adequate
Care Prompt Treatment NON- MEDICAL Appropriate Physical Facility
Functional Service Component C. BEHAVIOURAL To be listened to with
patience To be cared about To be sympathetic to the cause To be
informed clearly and under stand able language Patient Expectation Level
Attained Health Status of the patient Socio – Economic Status Level of
Education Past experience in the same or other hospital Patients own
4. experience Experience of relatives and visitors Word of Mouth
Advertisements of facilities Financial Schemes
17. EXPECTATION To have clinical core competence. Good clinical
diagnosis Full confidence Rational therapy Evidence based practices Early
cure Adequate care 2. Reasonably good physical facilities Approachable
location with good parking facility Child friendly environment, cleanliness,
facilities for recreation (library, toys, music, TV etc.) Proper place for eating
Enough space for various facilities. Impart health education: handouts,
video examples.
18. 3. Functional Service Component Honor the appointments.
Appointment system should be accurate but flexible. Communicate well
with them in day to day language. Medical jargon should be avoided. To
listen to their problems patiently and give them enough time. Master the art
of listening Show personal concern for the patient. Body language ,greeting
, a good first impression of a caring physician, make it visible that we are
with them in their worst times too. To explain everything about the illness
and treatment.
19. 4. BEHAVIOURAL Staff to shows care, concern, courtesy and
empathy. Patients spend more time with paramedical staff Behaviour and
attitude of the staff to be polite and cooperative Go beyond the rules of
duty to help Handle personal and telephonic conversations Promptness in
all responses During Emergency case, admissions show sympathy Provide
desired information
20. SATISFACTION Proper documentation Good legible prescriptions, a
detailed discharge summary, certificates, prompt issue of papers for medi
claim Clear explanation for administration of medicine to ensure
compliance. Provide hospital information brochure and to have informative
sign boards. 2. Transparency in financial matters One of the major causes
for dissatisfaction Proper display of routine consultation and indoor charges
5. Should be properly informed about the expected expenditure before any
procedure or admission
21. 3. Patient’s convenience To use modern technology. Computerization
and adaptation to new technology for diagnostic and therapeutic purposes.
To have easy flow between various services. Patient should not be wasting
time to avail of various services May I help you desk Signage and transfer
facilities, trolley and wheel chairs Patient safety measures
22. PERCEPTION Patients own experience in hospital Early recovery and
early discharge Experience of relatives and visitors Word of Mouth
Advertisements of facilities Financial Schemes Citizen charter Public
facilities
23. QUALITY MEDICAL CARE MODEL OF PATIENT SATISFACTION
CUSTOMER CONTINUITY OF EFFECTIVE CARE COMMITMENT OF
HOSPITAL STAFF PHYSICAL FACILITY POSITIVE ATTITUDE OF CARE
PROVIDERS SATISFACTION LEVEL
24. FACTORS INFLUENCING PATIENT SATISFACTION PATIENT
SATISFACTION APPROPRIATENESS (RELEVANT PATIENT CARE)
TIMELINESS RIGHT TREATMENT/ RESPONSE AT NIGHT TIME
RESPECT & CONCERN (SYMPATHY & CONSCIOUSNESS) SAFETY OF
PATIENT (SAFE ENVIRONMENT) CONTIUNITY (TREATMENT &
OUTSIDE) EFFECTIVENESS (CORRECTNESS TREATMENT)
EFFICACY (RESPONSE LEVEL TO TREATMENT) AVAILABILITY
(TREATMENT AS PER PATIENTS REQUIREMENTS) EFFICIENCY
(CAPABILITY & RESOURCE AVAILABILITY)
25. PLACES VALUE PATIENT SATISFACTION RECEPTION COUNTER
BILLING & PAYMENT TIMELY, ACCURATE BILLING FLEXIBILITY IN
PAYMENT INDOOR SERVICES ADMISSION COUNTER OPD
REGISTRATION INFORMATION COUNTER FACILITIES IN OPD
POINTS CASUALTY & EMERGENCY Ambience of the room Privacy
Quietness Comfort Level Safety & Security Cleanliness, Hose keeping
6. Promptness of treatment Staff behaviour & concern Promptness in Care
Facilities Provided Lab. Tests Transport Water Toilet Waiting Area Signage
26. ROLE OF PROFESSIONALS Understand the importance of patient
involvement in their own health and health care, as co-producers, not
consumers Prioritise what is important to patients and their informal carers,
whilst maintaining a critical professional view Maintain what is perceived to
be good and improve what needs improving Involve all staff from the
beginning in the effort Draw comparisons over time and with other care
givers Cultivate Team Climate Acknowledge Team Member Contributions
Demonstrate Mutual Respect Hold members accountable for Outcomes
Develop team work Culture
27. ROLE OF PATIENT/RELATIVES Discuss with professionals to share
information and, if desired, to share decisions Cooperate with hospital staff
Maintain discipline and cleanliness Seek help from voluntary and
community groups, as well as provide them with feedback Suggest
improvement
28. ROLE OF SOCIETY Voluntary and community groups can discuss with
professionals their ways of communication in relation to specific conditions
or population groups Provide accessible and appropriate educational
resources to enable patients and their families to be involved as much as
they wish to be Influence policy and planning to require patient-centred
working practices
29. MEASUREMENT OF PATIENT SATISFACTION Various Methods are
used to measure level of Patient Satisfaction. May be directly from horses
mouth or indirectly from community response. Objective is to improve the
facilities and performance level.
30. STRUCTURED QUESTIONNAIRE BASED PATIENTS SELF
ASSESMENT AT DISCHARGE (Likert Scale) STAFF OPINION ABOUT
PATIENT DURING STAY ANALYSIS OF LAMA CASES MEDIA
COVERAGE COMMUNITY RESPONSE (INCREASE PATIENT NUMBER)
7. EVALUATION PROFORMA PATIENT’s RELATIVE DURING STAY
VISITORS BOOK EXIT INTERVIEW SUGGESTION BOX REPEAT VISIT
TO HOSPITAL PATIENT SATISFACTION ANALYSIS PATIENT
SATISFACTION ANALYSIS
31. Hospital Administration Made Easy http//hospiad.blogspot.com An
effort solely to help students and aspirants in their attempt to become a
successful Hospital Administrator. hospi ad DR. N. C. DAS