Take the opinions and criticism of others seriously, not personally. Create an action plan to upgrade your performance, both personally and professionally.
1) Pediatric dentistry requires a different skill set than general dentistry and dentists should only treat children if they feel comfortable doing so.
2) Traumatic dental experiences in childhood can lead to lifelong anxiety, so dentists should refer patients whose behavior is beyond their abilities.
3) Referrals should be made for any treatment that is complex or that the dentist would not feel comfortable performing themselves. The specialist should assess behavior and consult with guardians before any treatment.
Coupling customer journey maps with twitterAli Anani, PhD
The document discusses analyzing customer sentiment about eye hospitals through social media data. It presents a case study of a customer journey map for an eye hospital created by analyzing tweets related to eye surgery and appointments. Negative sentiments were expressed regarding long wait times and poor communication. The importance of a positive patient experience with friendly staff in maintaining clean facilities is emphasized. Analyzing emotional language in tweets can provide insights into improving patient satisfaction and promoting recommendations.
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.
The document summarizes a quality improvement project conducted by Rice Memorial Hospital's Women's and Children's Center in Willmar, MN. The project involved surveying patients to identify ways to enhance their hospital experience and comfort levels. The goals were to survey at least 40 patients about their satisfaction levels, views on alternative therapies, education received, and opportunities to improve care. The survey findings will help the Center provide a better patient experience and identify areas for enhancement.
The document outlines the mission, commitments, learning objectives, and policies of Killarney Medical Clinic, which is dedicated to providing excellent and compassionate patient care to a culturally diverse community. It discusses measuring and improving patient satisfaction, including through cultural competency training for staff. The clinic aims to understand different cultural beliefs and increase sensitivity to patient needs. Customer complaints are also reviewed to help resolve issues and increase service quality.
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.
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
5 Best Practices for Patient Satisfaction SurveysSpecialdocs
The patient satisfaction survey is an invaluable tool for physicians aiming to improve communication with their patients and engage them in their care. At Specialdocs, we encourage and work with our physician-clients to conduct ongoing surveys in order to regularly gauge patient likes and dislikes, and ask for improvement suggestions.
1) Pediatric dentistry requires a different skill set than general dentistry and dentists should only treat children if they feel comfortable doing so.
2) Traumatic dental experiences in childhood can lead to lifelong anxiety, so dentists should refer patients whose behavior is beyond their abilities.
3) Referrals should be made for any treatment that is complex or that the dentist would not feel comfortable performing themselves. The specialist should assess behavior and consult with guardians before any treatment.
Coupling customer journey maps with twitterAli Anani, PhD
The document discusses analyzing customer sentiment about eye hospitals through social media data. It presents a case study of a customer journey map for an eye hospital created by analyzing tweets related to eye surgery and appointments. Negative sentiments were expressed regarding long wait times and poor communication. The importance of a positive patient experience with friendly staff in maintaining clean facilities is emphasized. Analyzing emotional language in tweets can provide insights into improving patient satisfaction and promoting recommendations.
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.
The document summarizes a quality improvement project conducted by Rice Memorial Hospital's Women's and Children's Center in Willmar, MN. The project involved surveying patients to identify ways to enhance their hospital experience and comfort levels. The goals were to survey at least 40 patients about their satisfaction levels, views on alternative therapies, education received, and opportunities to improve care. The survey findings will help the Center provide a better patient experience and identify areas for enhancement.
The document outlines the mission, commitments, learning objectives, and policies of Killarney Medical Clinic, which is dedicated to providing excellent and compassionate patient care to a culturally diverse community. It discusses measuring and improving patient satisfaction, including through cultural competency training for staff. The clinic aims to understand different cultural beliefs and increase sensitivity to patient needs. Customer complaints are also reviewed to help resolve issues and increase service quality.
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.
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
5 Best Practices for Patient Satisfaction SurveysSpecialdocs
The patient satisfaction survey is an invaluable tool for physicians aiming to improve communication with their patients and engage them in their care. At Specialdocs, we encourage and work with our physician-clients to conduct ongoing surveys in order to regularly gauge patient likes and dislikes, and ask for improvement suggestions.
The document discusses patient satisfaction surveys, specifically the HCAHPS survey. It provides context on the objectives and methodology of HCAHPS which include standardizing surveys to allow for hospital comparisons, increasing accountability and incentives for quality improvement, and linking Medicare reimbursements to performance on quality measures including patient experience. It also summarizes what is measured in HCAHPS surveys including composites on communication with nurses and doctors, responsiveness, pain management, communication about medications, discharge information and care transition as well as individual items on cleanliness and quietness.
This document discusses the importance of service excellence in healthcare. It notes that while patients expect high-quality medical treatment, they want medical care that includes empathy, communication, and being there for them. The document outlines strategies for delivering excellent service, such as compassionate communication, addressing patients' emotional needs, and developing customer-friendly processes. Regular patient satisfaction surveys can help identify areas for improvement and ensure expectations are exceeded to build patient loyalty.
How to overcome the biggest bottleneck in the doctor's clinicDr Aniruddha Malpani
The document discusses several problems facing doctors and clinics such as difficult patients and relatives, overbooking patients, and a lack of organization and delegation. It stresses that the doctor is often the bottleneck and biggest problem in the clinic. It provides tips for doctors to improve organization, delegate responsibilities, set boundaries, and focus only on valuable clinical work to improve patient experience.
Efforts to improve perioperative care focus mostly on multidisciplinary coordination of evidence-based surgical care pathways, particularly on the day of surgery, and they have been largely successful at reducing hospital length of stay and complication rates. The next frontier involves broadening the focus to span the entire surgical care continuum from when a patient and surgeon first decide to move forward, all the way through outpatient recovery. The prevalence of same-day and short-stay surgery underscores the need to engage patients more effectively before and after admission.
The document discusses strategies for improving patient satisfaction, focusing on providing excellent customer service. It outlines that patient satisfaction is a high priority given its impact on loyalty, reputation and financial outcomes. It emphasizes that satisfied patients are only 20% loyal while those with excellent experiences are 80% loyal. It provides ideas for taking customer service to the next level such as developing compassionate communication, addressing emotional needs, explaining delays, ensuring preferences are met and effective service recovery. The overarching message is that employees must role model passion for excellent service through every patient interaction.
The document provides information for a first visit to the dentist, including finding a good dentist, preparing for the appointment, what to expect during the cleaning and examination, tools that may be used, questions to ask the dentist, and follow-up after the visit. It recommends scheduling a first visit for children around age 3 with a pediatric dentist, bringing insurance information and any previous dental records, and discussing future appointments with the dentist before leaving.
The document discusses the common misconception that dental care is too expensive. It notes that while cost can be a factor, neglecting dental health ultimately leads to more serious and expensive problems down the road. It recommends practicing good oral hygiene, discussing treatment options and fees with the dentist, requesting written estimates, and inquiring about payment methods like insurance or financing to make dental care more affordable.
The Prevacid®24HR Panel was a consumer trial panel and brand ambassador program launched by Novartis Consumer Health to cultivate influential frequent heartburn sufferers to try their new over-the-counter heartburn treatment and provide feedback. Over 10,000 consumers applied and 800 were selected to trial the product and document their experiences online. Panelists engaged on a discussion forum and provided testimonials that reached over 250,000 consumers and helped make Prevacid®24HR the second largest branded OTC heartburn treatment. The successful program increased positive perception of the brand.
The document discusses the importance of patient experience and satisfaction in healthcare. It emphasizes that soft skills are as important as clinical skills for doctors and staff. Treating patients with empathy, respect and going the extra mile can help build loyalty and referrals. Complaints from unhappy patients can negatively impact a practice. The document provides many tips for clinics such as minimizing wait times, greeting patients with a smile, addressing complaints effectively and gathering feedback to improve.
Cheryl L. Fee has over 25 years of experience in healthcare consulting, operations management, and anesthesiology. She has held leadership roles in private practices, academic medical centers, and hospitals. Currently, she is the principal of her own healthcare consulting firm, where she assists clients with issues like healthcare financing, staffing, regulations and compliance, and quality improvement. She aims to help facilities optimize practices, reduce costs, and improve productivity and patient outcomes.
The document summarizes quotes from several healthcare leaders on topics related to patient experience, engagement, and the role of technology. Some key themes discussed include the importance of: putting patients at the center; breaking down silos to improve overall performance; focusing efforts to drive meaningful change; ensuring patients have all options and a seamless care experience; using technology to free up providers' time and allow more personal connections; and delivering empathy at scale through technology.
This document provides guidance on how to effectively sell dental treatments to patients. It emphasizes tailoring recommendations to individual patient needs and readiness. Key recommendations include determining the appropriate scope of treatment for each patient, using pre-appointment calls and interviews to understand patient concerns and expectations, presenting diagnostic information in a way that justifies the desired treatment, and offering financial arrangements that make patients comfortable proceeding with care. The overall goal is to persuade patients by addressing their desires and making them feel good, while maintaining a focus on patient control over treatment decisions.
This document outlines an orthodontist's marketing presentation which discusses what orthodontists are and how they differ from dentists, why orthodontists do marketing, common marketing tools used such as websites and videos, and ways to differentiate from competitors like focusing on quality and building trust with customers. It also asks if the audience ever wore braces and emphasizes building trust in marketing.
Hospital Facility Design: It's Impact on the Patient ExperienceSara Marberry
The document discusses how hospital design impacts the patient experience. It notes that poor experiences are increasingly challenging the human condition, and this is especially apparent in healthcare settings. The patient experience is shaped by the organization's culture and all interactions across the continuum of care. Examples show how design can significantly impact the patient experience by changing the environment from institutional to more welcoming and distraction-focused. It's noted that children's hospitals were early adopters of design to create better experiences, and that patients spend most of their time in rooms and waiting areas, so the physical environment greatly shapes their experience. While staff are the top factor, design still plays a key role in addressing the many stressful aspects of healthcare delivery.
Customer service dental practice presentation fileMark Stallwood
Dental practice now needs to consider customer service as an integral part of its offering. Presentation to University of Adelaide Dental School Post Graduate Continuing Education Conference
This document discusses six principles of influence identified by psychologist Robert Cialdini that can be applied to dental practices to improve patient engagement. The six principles are reciprocity, consistency, social proofing, authority, likeability, and scarcity. Specific techniques are provided for how each principle can be implemented, such as providing free toothbrushes to generate feelings of reciprocity, maintaining consistent high quality care to build trust, emphasizing positive referrals from other patients to leverage social proofing, and carefully managing appointment availability to create a perception of scarcity. Adopting these "six elements of engagement" is recommended to help practices improve patient commitment and production.
Customer and pharmacy feedback is important for businesses to improve their products, services, and customer loyalty. There are several ways to collect feedback, including through customers, distributors, assistants, doctors, surveys, and observation. It is important to customize your language and show interest in the key people you are collecting feedback from, such as pharmacists. Feedback should be both quantitative, like prescription numbers, and qualitative, covering preferences, indications, and doses. The feedback collected can then be used to target opportunities and develop or defend business areas. When giving feedback, be honest, positive, and concise.
This document discusses the importance of collecting and utilizing customer feedback. It defines feedback as the effect or output of an action modifying the next action. Customer feedback is vital for businesses to improve and gain loyalty. It provides honest opinions from important critics to better understand customer needs. Collecting both quantitative and qualitative feedback can help businesses customize their products, services, and sales approaches. The document provides tips for collecting feedback through various sources and giving feedback in a positive, solution-oriented manner.
This document summarizes a presentation on building lasting patient relationships through dispensaries. It discusses how dispensaries can be viewed not just for profitability but also for building the practice brand and loyalty. It outlines factors like frequent, meaningful interactions that build trust with patients. The presentation covers topics like defining objectives, mapping opportunities to strengthen relationships and improve outcomes, and using a measurement framework to assess performance. It emphasizes an expanded view of dispensaries as integral to the patient experience and relationship with the practice.
Thank you for the detailed summary. I appreciate you taking the time to break down the key steps and techniques. It's very helpful for understanding the sales process.
Inside This Issue
1. What the Doctor Wants from the MR
by Dr. Aniruddha Malpani, MD
Doctors want MRs who are knowledge workers, willing and able to partner with him to better serve his patients.
2. The Marks of a True Professional
by Rachana Narayan
A True Professional is one who has achieved a high standard of “Personal Quality” in everything from dressing sense to professional knowledge and inter-personal relationships.
3. Paradigm Shift
by Sharad Virmani
How Pharma companies can survive and thrive in the New DPCO era.
4. The Single-Minded Success of Sachin Tendulkar
by RM Saravanan
What Gen-Y can learn from the cricket-or-nothing attitude of the Little Master.
5. Catch People Doing Things Right
by K. Hariram
FLMs must proactively engage their team in doing the right things and doing things right.
6. Building Sales Teams from Scratch
by Anup Soans
Every team goes through the stages of Forming, Storming and Norming before they can start Performing
7. Observational Research in Healthcare
by Javed Shaikh & Shafaq Shaikh
8. Patient Reported Outcome Measures in Pharmacoeconomics
by Mahendra Rai & Nishkarsh Likhar
The document is an internship report submitted by Kottala Lakshminarayana summarizing their market research study on Medvizr, a healthcare platform that allows consumers to find trusted doctors based on reviews. The report includes an introduction to the study objectives and methodologies used. It then provides an analysis of the healthcare industry and Medvizr's company profile, product features, vision, mission and policies. Key findings from the study suggest opportunities exist in the youth market. Suggestions are made around increasing awareness, building Medvizr's brand image and organizing free medical camps.
The document discusses patient satisfaction surveys, specifically the HCAHPS survey. It provides context on the objectives and methodology of HCAHPS which include standardizing surveys to allow for hospital comparisons, increasing accountability and incentives for quality improvement, and linking Medicare reimbursements to performance on quality measures including patient experience. It also summarizes what is measured in HCAHPS surveys including composites on communication with nurses and doctors, responsiveness, pain management, communication about medications, discharge information and care transition as well as individual items on cleanliness and quietness.
This document discusses the importance of service excellence in healthcare. It notes that while patients expect high-quality medical treatment, they want medical care that includes empathy, communication, and being there for them. The document outlines strategies for delivering excellent service, such as compassionate communication, addressing patients' emotional needs, and developing customer-friendly processes. Regular patient satisfaction surveys can help identify areas for improvement and ensure expectations are exceeded to build patient loyalty.
How to overcome the biggest bottleneck in the doctor's clinicDr Aniruddha Malpani
The document discusses several problems facing doctors and clinics such as difficult patients and relatives, overbooking patients, and a lack of organization and delegation. It stresses that the doctor is often the bottleneck and biggest problem in the clinic. It provides tips for doctors to improve organization, delegate responsibilities, set boundaries, and focus only on valuable clinical work to improve patient experience.
Efforts to improve perioperative care focus mostly on multidisciplinary coordination of evidence-based surgical care pathways, particularly on the day of surgery, and they have been largely successful at reducing hospital length of stay and complication rates. The next frontier involves broadening the focus to span the entire surgical care continuum from when a patient and surgeon first decide to move forward, all the way through outpatient recovery. The prevalence of same-day and short-stay surgery underscores the need to engage patients more effectively before and after admission.
The document discusses strategies for improving patient satisfaction, focusing on providing excellent customer service. It outlines that patient satisfaction is a high priority given its impact on loyalty, reputation and financial outcomes. It emphasizes that satisfied patients are only 20% loyal while those with excellent experiences are 80% loyal. It provides ideas for taking customer service to the next level such as developing compassionate communication, addressing emotional needs, explaining delays, ensuring preferences are met and effective service recovery. The overarching message is that employees must role model passion for excellent service through every patient interaction.
The document provides information for a first visit to the dentist, including finding a good dentist, preparing for the appointment, what to expect during the cleaning and examination, tools that may be used, questions to ask the dentist, and follow-up after the visit. It recommends scheduling a first visit for children around age 3 with a pediatric dentist, bringing insurance information and any previous dental records, and discussing future appointments with the dentist before leaving.
The document discusses the common misconception that dental care is too expensive. It notes that while cost can be a factor, neglecting dental health ultimately leads to more serious and expensive problems down the road. It recommends practicing good oral hygiene, discussing treatment options and fees with the dentist, requesting written estimates, and inquiring about payment methods like insurance or financing to make dental care more affordable.
The Prevacid®24HR Panel was a consumer trial panel and brand ambassador program launched by Novartis Consumer Health to cultivate influential frequent heartburn sufferers to try their new over-the-counter heartburn treatment and provide feedback. Over 10,000 consumers applied and 800 were selected to trial the product and document their experiences online. Panelists engaged on a discussion forum and provided testimonials that reached over 250,000 consumers and helped make Prevacid®24HR the second largest branded OTC heartburn treatment. The successful program increased positive perception of the brand.
The document discusses the importance of patient experience and satisfaction in healthcare. It emphasizes that soft skills are as important as clinical skills for doctors and staff. Treating patients with empathy, respect and going the extra mile can help build loyalty and referrals. Complaints from unhappy patients can negatively impact a practice. The document provides many tips for clinics such as minimizing wait times, greeting patients with a smile, addressing complaints effectively and gathering feedback to improve.
Cheryl L. Fee has over 25 years of experience in healthcare consulting, operations management, and anesthesiology. She has held leadership roles in private practices, academic medical centers, and hospitals. Currently, she is the principal of her own healthcare consulting firm, where she assists clients with issues like healthcare financing, staffing, regulations and compliance, and quality improvement. She aims to help facilities optimize practices, reduce costs, and improve productivity and patient outcomes.
The document summarizes quotes from several healthcare leaders on topics related to patient experience, engagement, and the role of technology. Some key themes discussed include the importance of: putting patients at the center; breaking down silos to improve overall performance; focusing efforts to drive meaningful change; ensuring patients have all options and a seamless care experience; using technology to free up providers' time and allow more personal connections; and delivering empathy at scale through technology.
This document provides guidance on how to effectively sell dental treatments to patients. It emphasizes tailoring recommendations to individual patient needs and readiness. Key recommendations include determining the appropriate scope of treatment for each patient, using pre-appointment calls and interviews to understand patient concerns and expectations, presenting diagnostic information in a way that justifies the desired treatment, and offering financial arrangements that make patients comfortable proceeding with care. The overall goal is to persuade patients by addressing their desires and making them feel good, while maintaining a focus on patient control over treatment decisions.
This document outlines an orthodontist's marketing presentation which discusses what orthodontists are and how they differ from dentists, why orthodontists do marketing, common marketing tools used such as websites and videos, and ways to differentiate from competitors like focusing on quality and building trust with customers. It also asks if the audience ever wore braces and emphasizes building trust in marketing.
Hospital Facility Design: It's Impact on the Patient ExperienceSara Marberry
The document discusses how hospital design impacts the patient experience. It notes that poor experiences are increasingly challenging the human condition, and this is especially apparent in healthcare settings. The patient experience is shaped by the organization's culture and all interactions across the continuum of care. Examples show how design can significantly impact the patient experience by changing the environment from institutional to more welcoming and distraction-focused. It's noted that children's hospitals were early adopters of design to create better experiences, and that patients spend most of their time in rooms and waiting areas, so the physical environment greatly shapes their experience. While staff are the top factor, design still plays a key role in addressing the many stressful aspects of healthcare delivery.
Customer service dental practice presentation fileMark Stallwood
Dental practice now needs to consider customer service as an integral part of its offering. Presentation to University of Adelaide Dental School Post Graduate Continuing Education Conference
This document discusses six principles of influence identified by psychologist Robert Cialdini that can be applied to dental practices to improve patient engagement. The six principles are reciprocity, consistency, social proofing, authority, likeability, and scarcity. Specific techniques are provided for how each principle can be implemented, such as providing free toothbrushes to generate feelings of reciprocity, maintaining consistent high quality care to build trust, emphasizing positive referrals from other patients to leverage social proofing, and carefully managing appointment availability to create a perception of scarcity. Adopting these "six elements of engagement" is recommended to help practices improve patient commitment and production.
Customer and pharmacy feedback is important for businesses to improve their products, services, and customer loyalty. There are several ways to collect feedback, including through customers, distributors, assistants, doctors, surveys, and observation. It is important to customize your language and show interest in the key people you are collecting feedback from, such as pharmacists. Feedback should be both quantitative, like prescription numbers, and qualitative, covering preferences, indications, and doses. The feedback collected can then be used to target opportunities and develop or defend business areas. When giving feedback, be honest, positive, and concise.
This document discusses the importance of collecting and utilizing customer feedback. It defines feedback as the effect or output of an action modifying the next action. Customer feedback is vital for businesses to improve and gain loyalty. It provides honest opinions from important critics to better understand customer needs. Collecting both quantitative and qualitative feedback can help businesses customize their products, services, and sales approaches. The document provides tips for collecting feedback through various sources and giving feedback in a positive, solution-oriented manner.
This document summarizes a presentation on building lasting patient relationships through dispensaries. It discusses how dispensaries can be viewed not just for profitability but also for building the practice brand and loyalty. It outlines factors like frequent, meaningful interactions that build trust with patients. The presentation covers topics like defining objectives, mapping opportunities to strengthen relationships and improve outcomes, and using a measurement framework to assess performance. It emphasizes an expanded view of dispensaries as integral to the patient experience and relationship with the practice.
Thank you for the detailed summary. I appreciate you taking the time to break down the key steps and techniques. It's very helpful for understanding the sales process.
Inside This Issue
1. What the Doctor Wants from the MR
by Dr. Aniruddha Malpani, MD
Doctors want MRs who are knowledge workers, willing and able to partner with him to better serve his patients.
2. The Marks of a True Professional
by Rachana Narayan
A True Professional is one who has achieved a high standard of “Personal Quality” in everything from dressing sense to professional knowledge and inter-personal relationships.
3. Paradigm Shift
by Sharad Virmani
How Pharma companies can survive and thrive in the New DPCO era.
4. The Single-Minded Success of Sachin Tendulkar
by RM Saravanan
What Gen-Y can learn from the cricket-or-nothing attitude of the Little Master.
5. Catch People Doing Things Right
by K. Hariram
FLMs must proactively engage their team in doing the right things and doing things right.
6. Building Sales Teams from Scratch
by Anup Soans
Every team goes through the stages of Forming, Storming and Norming before they can start Performing
7. Observational Research in Healthcare
by Javed Shaikh & Shafaq Shaikh
8. Patient Reported Outcome Measures in Pharmacoeconomics
by Mahendra Rai & Nishkarsh Likhar
The document is an internship report submitted by Kottala Lakshminarayana summarizing their market research study on Medvizr, a healthcare platform that allows consumers to find trusted doctors based on reviews. The report includes an introduction to the study objectives and methodologies used. It then provides an analysis of the healthcare industry and Medvizr's company profile, product features, vision, mission and policies. Key findings from the study suggest opportunities exist in the youth market. Suggestions are made around increasing awareness, building Medvizr's brand image and organizing free medical camps.
Culture of Quality Bagladesh AAPS 8 August 2015 FinalAjaz Hussain
Why we are discussing Culture of Quality?
What is Culture of Quality?
How can it help?
The American public is facing unprecedented drug shortages and recalls (erosion of confidence)
Industry and the FDA have the shared obligation to reduce quality errors …
To fulfill this responsibility, both industry and the FDA need a culture of quality.
EXECUTIVE SUMMARYClient’s requirement Panion Project seeks to aBetseyCalderon89
EXECUTIVE SUMMARY
Client’s requirement: Panion Project seeks to address the optimal performance of care workers in Canada and the USA by ensuring better access to quality care. ………………………………
Introduction
Healthcare happens to be the concern of every facet of humanity and for this reason, the Panion project is of great interest and relevance to every community where it exists. At some point in our lives, we have found ourselves, or a family member, or a colleague, or friends needing medical attention, and we all desire that this health/medical situation be treated with the utmost care, skill, professionalism, and acceptable standard.
It would therefore be interesting to render our professional knowledge towards providing valuable information, analyzing potential challenges and opportunities, improving the system and methods to optimize the desired outcome of the Panion project.
A lot of factors that undermine the performance of care workers as identified by the client are but are not limited to;
· The mismatch between job specification and care worker’s attributes.
· The huge commission charged by health care agencies.
· Poor compensation and benefits packages,
· Long distances are often required to deliver service to health-seeker,
· Absence of incentives for skill enhancement and career development.
Scope: Having identified the problems that increased employee turnover in health care services, the Panion project seeks to address these problems and also increase employee retention by using employees retention strategies and tools like training, employee engagement, and development, benefits, and other employee capacity building skills.
Speak up…
• If you don’t understand something or if something doesn’t seem right.
• If you speak or read another language and would like an interpreter or translated materials.
• If you need medical forms explained.
• If you think you’re being confused with another patient.
• If you don’t recognize a medicine or think you’re about to get the wrong medicine.
• If you are not getting your medicine or treatment when you should.
• About your allergies and reactions you’ve had to medicines.
Pay attention…
• Check identification (ID) badges worn by doctors, nurses and other staff.
• Check the ID badge of anyone who asks to take your newborn baby.
• Don’t be afraid to remind doctors and nurses to wash their hands.
Educate yourself…
• So you can make well-informed decisions about your care.
• Ask doctors and nurses about their training and experience treating your condition.
• Ask for written information about your condition.
• Find out how long treatment should last, and how you should feel during treatment.
• Ask for instruction on how to use your medical equipment.
Advocates (family members and friends) can help…
• Give advice and support — but they should respect your decisions about the care you want.
• Ask questions, and write down important information and instructi ...
See latest survey by Technomic and The Green Restaurant Association regarding the real green dining habits of Americans. 8 out of 10 consumers prefer patronizing Certified Green Restaurants®. 9 out of 10 expect a restaurant's environmental claims to be real and verified.
The document discusses the importance of customer service skills in healthcare. It notes that while health science textbooks do not extensively cover customer service, the lines between professional behavior and customer service are often blurred. Patients have choices for their healthcare provider and evaluate their entire experience, so poor customer service can lead them to change providers. Meeting patient expectations is important for satisfaction, and healthcare workers are responsible for this. The document emphasizes that the customer service needs are even greater in healthcare compared to other industries due to patients often being sick, frightened, or facing life-threatening illnesses. It provides tips for healthcare workers to focus on patient needs, speak courteously, and properly handle any complaints in order to improve the patient experience and avoid losing patients to other
Prophet worked extensively with the marketing and executive leadership teams at IU Health to develop and implement a new, system-wide brand and customer experience strategy to help achieve this vision. Leveraging extensive qualitative and quantitative research across different stakeholders as the foundation, we developed a comprehensive brand strategy for the health system that involved: A new positioning that highlighted the breadth and depth of the entire system, changing the name from Clarian to Indiana University Health, developing a compelling and consistently deliverable patient experience across the system, and developing the key elements that would bring the new brand to life and deliver the desired patient experience.
This document provides guidance for sales representatives on conducting effective pharmacy visits and doctor visits. It outlines the key steps in pre-call planning, conducting the sales call, and following up after the call. Some of the most important parts of the sales process highlighted include developing rapport with decision-makers, understanding customer needs, presenting product benefits to address those needs, handling objections, and asking for the sale. Effective communication skills, from active listening to qualifying the size of the potential order, are also emphasized.
This document discusses guidelines for medical professionals regarding advertising and publicity. It provides details on Dr. Shashwat Jani, including his qualifications and contact information. The document then discusses traditional concerns around commercialization of medicine through advertising, and how hospitals are increasingly engaging in publicity. It outlines specific guidelines physicians should follow, such as avoiding superlatives, promoting procedures or medications, using celebrities in testimonials, disparaging competitors, revealing sensitive patient information, discriminatory promotions, paid advertising, and promises of discounts or guaranteed results. The emphasis is on providing factual information to educate patients.
This document discusses the importance of patient counseling by pharmacists. It describes patient counseling as providing information to help patients take their medications properly and ensure therapeutic outcomes. The objectives of counseling are to improve adherence, reduce adverse effects and errors, and motivate patients. Pharmacists play a key role through counseling to reduce errors, increase understanding, and improve outcomes. Effective counseling requires establishing trust, active listening, tailoring information to individual needs, and motivating patients.
The document discusses the increasing importance of online physician ratings for driving patient engagement. It notes that patients now have more power and influence, with more choices of doctors and facilities due to online reviews. Patient satisfaction is linked to Medicare reimbursements. The number of patients reviewing their doctors online is growing rapidly. The document explores why patients are reviewing doctors more than nurses, the types of experiences patients comment on, and factors that influence positive versus negative reviews. It emphasizes the importance of physicians investing time to actively listen to patients.
This document outlines a presentation given at Amada Senior Care on care transitions and motivational interviewing. It discusses how Amada will implement care transition coaching to support patients transferring between care levels or locations. Motivational interviewing techniques are also explained as a collaborative method to address ambivalence and strengthen a person's motivation to change behaviors. The presentation provides statements and questions care coaches can use to reflect patients' perspectives, develop discrepancy, and reinforce positive change talk.
go to www.medicaldump.com to download this file and check out other medical powerpoints, medical powerpoint templates, medical pdfs and all other medical documents.
Definition.
Purpose Of Counseling.
Types Of Counseling.
Qualities Of Counselor.
Guidelines Of Effective Counseling.
Skills Of Counselor.
Phases Of Counseling.
GATHER Approach.
Counseling VS Health Education.
Conclusion.
Similar to PHARMACOVIGILANCE: Pros and cons of medicine criticism (20)
PHARMACOVIGILANCE: Pros and cons of medicine criticism
1. 1
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J U L - 2 0 1 4 | P R O S A N D C O N S O F M E D I C I N E C R I T I C I S M
2. |Pharmacovigilance | Anastasios Baltzidis |10-Jul-2014 | Pros and cons of medicine criticism2
PROS AND CONS OF MEDICINE CRITICISM
Slides content
Valorize patient approach with CRITICISM and
vise versa
Thanks for feedback; Ask questions;
Listen
Don’t ever take criticism personally
3. |Pharmacovigilance | Anastasios Baltzidis |10-Jul-2014 | Pros and cons of medicine criticism3
PROS AND CONS OF MEDICINE CRITICISM
Valorize patient approach with CRITICISM and vise versa
Criticism is coming from a “client” (managers, employees,
patients, health care professionals, antagonists i.e.)
Criticisms can be our best friend
4. |Pharmacovigilance | Anastasios Baltzidis |10-Jul-2014 | Pros and cons of medicine criticism4
PROS AND CONS OF MEDICINE CRITICISM
Take the opinions and criticism of others
seriously, not personally.
Use what they say to create an action plan to
upgrade your performance, both personally and
professionally.
5. |Pharmacovigilance | Anastasios Baltzidis |10-Jul-2014 | Pros and cons of medicine criticism5
PROS AND CONS OF MEDICINE CRITICISM
Constructive criticism can be a powerful
opportunity for us to improve
our sales technique,
close more deals
increase our revenues
The key is to not respond defensively or
angrily
◦ Thank the person for their feedback
◦ Ask questions
◦ Listen
◦ Commit to improve
6. |Pharmacovigilance | Anastasios Baltzidis |10-Jul-2014 | Pros and cons of medicine criticism6
PROS AND CONS OF MEDICINE CRITICISM
Thanks for feedback; Ask questions;
Say “thanks” for bringing this to my attention,
I appreciate the opportunity you’ve given me to
improve.
Asking them what suggestions they have that
might help us improve
Asking questions will allow us and your “client”
to have a constructive dialogue around the issue
at hand. Who knows, the client may even make a
suggestion you never thought of!
7. |Pharmacovigilance | Anastasios Baltzidis |10-Jul-2014 | Pros and cons of medicine criticism7
PROS AND CONS OF MEDICINE CRITICISM
Listen
Listen to what is being said, process it, reflect
on it and then use it to improve. Our “client” is
entitled to their opinion.
Try taking notes to show that what they’re
saying is important to us.
If your “client” feels you’re taking their opinion
seriously, they’ll be less likely to get angry and
more willing to work with us to reach a
resolution
8. |Pharmacovigilance | Anastasios Baltzidis |10-Jul-2014 | Pros and cons of medicine criticism8
PROS AND CONS OF MEDICINE CRITICISM
Always let the “customer” know that you
appreciate their opinions and suggestions – and
that you will be taking concrete steps to
improve.
Ask whether they’d like you to check in with
them again in a couple of weeks.
In the meantime, don’t turn your back on what
they’ve said or try to forget about it.
9. |Pharmacovigilance | Anastasios Baltzidis |10-Jul-2014 | Pros and cons of medicine criticism9
PROS AND CONS OF MEDICINE CRITICISM
Share the feedback with someone you can trust
to tell you the truth
This will also give you a chance to look at the
criticism from a neutral perspective
10. |Pharmacovigilance | Anastasios Baltzidis |10-Jul-2014 | Pros and cons of medicine criticism10
PROS AND CONS OF MEDICINE CRITICISM
Don’t ever take criticism personally
Remember that our “clients” really want to see
our personality, our style and our
communication reflected in your work.
Try making everyone happy, you can be certain
of is becoming a bland commodity that no one
will be particularly excited about.
That’s why we need criticism!
11. |Pharmacovigilance | Anastasios Baltzidis |10-Jul-2014 | Pros and cons of medicine criticism11
PROS AND CONS OF MEDICINE CRITICISM
Interpreting criticism as a subjective opinion with
a solution instead of a personal rebuke will help us
grow, build better relationships and, ultimately,
become more successful.
Take the opinions and criticism of others
seriously, not personally.
Create an action plan to upgrade your
performance, both personally and professionally.