Did you know that among high-developed countries,
the U.S. ranks last in health system performance while spending the most per capita on healthcare?! Here are some key metrics and analysis that were made to reveal the reasons why patients are unhappy with the provided service!
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.
Do you want bad patient relations? Do you want to lose patients? Do you want to fail your patient satisfaction surveys? Do you want a non professional image? Do you want to reduce the number of new patient referrals? Do you want to demonstrate poor quality care? Do you want to jeopardize participation in healthcare plans?
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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.
Do you want bad patient relations? Do you want to lose patients? Do you want to fail your patient satisfaction surveys? Do you want a non professional image? Do you want to reduce the number of new patient referrals? Do you want to demonstrate poor quality care? Do you want to jeopardize participation in healthcare plans?
We can Help you :)
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SCOPE OF NURSING , ROLES & RESPONSIBILITIES OF VARIOUS NURSING PERSONNEL, QUA...Krishna Gandhi
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No Wait States … in pursuit of the frictionless patient experience. Electronic health records have fallen short. Patients continue to wait. Costs remain high. Why focusing on operational management can help hospitals make things right … starting now.
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MHA6999 SEMINAR IN HEALTHCARE CASES-- WEEK 2 LECTURE, DISCUSSION, DioneWang844
MHA6999 SEMINAR IN HEALTHCARE CASES-- WEEK 2 LECTURE, DISCUSSION, AND PROJECT INSTRUCTIONS
Page | 1
Quality
Nearly fifteen years ago, the Institute of Medicine published the “To Err Is Human” report, which exposed the substantial impact of medical errors in the US healthcare system and called for a dramatic system change, including an improved understanding of those errors (McCarthy, Tuiskula, Driscoll, & Davis, 2017). Medical errors are considered to be failure to achieve the original goal or plan of action, and these errors may range from a patient falls to a mistake in the operating room. Not only do medical errors cause harm to the patient and jeopardize the patient’s trust, but they also cause a financial strain for the health system (“To Err is Human,” 1999). One of the contributing factors to medical errors is the lack of effective communication between doctors who are treating the same patient. This results in healthcare providers overprescribing medications for patients as well as increases the possibility of a patient having unnecessary tests or procedures performed. The report’s four-tiered approach includes:
· Focusing on creating a stronger foundation of education on patient safety
· Mandating a nationwide reporting system to encourage timely reporting of errors
· Increasing the standards of performance for healthcare providers
· Taking advantage of the security that safety systems offer (“To Err is Human,” 1999)
Creating a strong educational foundation for patient safety is most important. Healthcare personnel are much more likely to actively participate in reporting systems, encourage one another to perform at a higher level, and take advantage of safety systems when they are well educated on patient safety and the implications of medical errors. The reporting system seems to provide the least amount of impact on patient safety as they can result in losing patient trust in certain healthcare systems. The healthcare system as a whole has made progress in establishing a safe environment for patients when they are in need of care.
Challenges for Patient Safety and Steps for Improvement
Despite continuing evidence of problems in patient safety and gaps between the care that patients receive and the evidence about what they should receive, efforts to improve quality in healthcare show mostly inconsistent and patchy results.
Tap each image to know more.
Data Collection and Monitoring Systems
This always takes much more time and energy than anyone anticipates. It is worth investing heavily in data from the outset. Assess local systems, train people, and have quality assurance.
Tribalism and Lack of Staff Engagement
Overcoming a perceived lack of ownership and professional or disciplinary boundaries can be very difficult. Clarify who owns the problem and solution, agree roles and responsibilities at the outset, work to common goals, and use shared language.
Convince People That There's a Problem
Use hard data to secure emotional e ...
Hospitals are charged with the dual task of keeping patients well while also keeping patients safe. The two are inextricably linked, as patient safety concerns often tie directly into patient health concerns — hand hygiene, transitions of care and medication errors are a few such concerns that come to mind.Looking prospectively, these concerns, and many others, will flow into the next calendar year. Some of the patient safety issues are long established, and will remain in the forefront of healthcare's mind for years to come. Here, in no particular order, are 10 important patient safety issues for providers to consider in the upcoming year.
Protocols and Evidence based Healthcare: information technology tools to support best practices in health care, information technology tools that inform and empower patients.
Running Head SHARING CLINICAL DATASHARING CLINICAL DATA.docxtodd521
Running Head: SHARING CLINICAL DATA
SHARING CLINICAL DATA7
SHARING CLINICAL DATA
STUDENT’S NAME:
LECTURER:
DATE:
Introduction
Electronic Health Record (EHR) is the computerized storage and sharing of patients’ health information to help in continuous monitoring of the patients’ health (Shickel B., 2017). This is a system developed to enable health clinics share information that can help in providing effective medication to the patients with different kinds of health needs. The data on patients is stored and accessed by the clinics during visits from the patient which will help in care management of the patients. An electronic health record system can be helpful as the information stored consist of medical history of a patient, laboratory tests, treatment plans, immunization dates and various allergies of the patients. This is helpful when the patient visits different clinic health providers where they will not need to explain the situations over and over again.
Electronic health record system automates information sharing and reduces the traditional paper work which was tiresome and had a great risk of losing information. With the HER, information on patients is kept in a secure system where only authorized persons can access it. Errors are minimized in provision of health care since the information kept can be more accurate and available at any given time.
Wasatch Family Clinic will greatly benefit from this strategy of recording, keeping and sharing of information on patients. The nurses can use the system to easily record the patients’ names, numbers and all other critical information required during scheduling for clinical attendance of any patient. Tracing of the information will be easier compared to using the traditional form of papers in storing information for a patient.
Need to share data
Information on health status of a patient has to be kept with care and only authorized persons can be able to access them. This helps in building ethical handling of patients’ information which creates their trust on the health care providers (Drazen J., 2015).
Wasatch Family Clinic needs to share their health data with the patients for them to understand their health issues. The clinic also needs to share data with other health facilities in order to increase the patient’s safety and a great care.
Duplicate registrations will be avoided by sharing data in the different departments of the health care center. A real-time link can be created for the patients from registration, through consultation, testing and final medication. This can save Wasatch family Clinic from traditional paper work which took most time when searching for medical records of a patient at every stage in the clinic. Time can also be saved when the information of the patient is a system shared by the departments of the clinic health center.
Wasatch Family Clinic will also benefit economically when the data is shared improving service time and hence reducing.
From Patients to ePatients Driving a new paradigm for online clinical collabo...ddbennett
CareTech eHealth Innovation Series
From Patients to ePatients Driving a new paradigm for online clinical collaboration and health management
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Anthony Chipelo, Director, Portal Strategies
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Healthcare system presently is faced with challenges to improving quality of care and controlling costs and according to the Institute of Medicine, electronic health records (EHR) serve as a solution to these challenges (2001). The Health Information Technology for Economic and Clinical Health Act (HITECH) passed by President Barack Obama promotes the adaptation of EHR system by providing health organizations and providers with incentives through Medicare and Medicaid for meaningful utilization of EHR systems (McGonigle&Mastrian, 2017). Technology in nursing has evolved and transformed the way nurses work and continues to grow, along with the role’s nurses play in today’s health care environment (Melissa Wirkus, 2016).For many years the paper chat served as the patient’s primary medical records such as medical histories, medical diagnosis, medications, and other pertinent patient information. In the future, an expected healthcare technology trend in nursing practice will be a significant increase in the use of the Electronic health record (EHR) instead of the traditional paper charting As technology continues to grow so does additional information technology that helps caregivers, engage patients and improve efficiencies and better patient outcomes (Laureate Education, 2018). For example, patients can now have access to their medical health records at their own convenient through online portals and can effectively communicate with their health care provider. In addition, patients are also using social media platforms like Facebook and twitter to get/communicate with others with the same health-related diagnosis.
According to McGonigle & Mastrain “Public health information systems represent a partnership of federal, state, and local public health professionals” (2017). In the present-day majority of health care organizations are embracing the implementation of electronic health records. In the hospital I work, we are making use of the Meditech operating system. Patient medical histories, diagnosis, home medications, and current medications are updated and readily available. During patient’s hospital stay, all health care providers can log in with their personal access codes to document as well as view patients’ labs, patient notes, care plans and so on. More so, one intriguing benefit for the patients is during the patient’s hospital stay and at discharge, patients are educated about our patient portal where they can easily log in to look up their personal medical records.
Potential Risk/ Challenge Associated with data Safety.
A potential risk associated with data and or technology safety is the lack of patient confidentiality. For example, when a nurse who is from a different unit assesses patient medical records they took care of three days before, that is considered a.
Reply week 7 DB4 research1-alberto alfonso Whether you are.docxchris293
Reply week 7 DB4 research
1-alberto alfonso
Whether you are talking about intrapersonal problems or patient care problems, no matter the setting, there will always be something that can be improved. In my facility, I am determined to address the problem that is heavily influencing hospitals: hospital-acquired diseases. This is a serious issue, since a large percentage of patients (over 3%) acquire a hospital-acquired disease at some point during their stay at a given healthcare facility. This can be caused by a variety of reasons, but the most common of which is the absence of proper sterility. By having tools, supplies, and healthcare providers with little or incorrect sterilization techniques, then there is an indeterminate amount of diseases that a patient with a likely already compromised immune system. Furthermore, these hospital-acquired diseases can also affect the healthcare professionals transmitting them, since the providers themselves are the vector for the disease. The project would then consist of a new set of policies that would require more intense analysis of sterilization techniques, including actions before sterilization, during sterilization, and after sterilization (transportation, use, etc.).
By localizing the area, or areas, in which sterilization protocol fails, we will be able to successfully reduce the amount of hospital-acquired diseases an individual patient will experience. Maximum minimization of these diseases is essential to provide a healthcare environment where patient care flourishes, but is also efficient in its usage of funds and time spent by professionals. For example, if a patient receives strep from a medical professional, that patient will require further care; also, the provider will possibly also suffer from the transmitted disease, meaning that person may not be able to practice and therefore put a dent in the hospital’s means. In order to prevent this, implementation of the aforementioned guidelines must take place, since these will allow for a much more strict view of the sterilization techniques. However, a complete rehaul of the methods of sterilization will require time, funds, and strong interprofessional communication to make sure there are no lapses at any point the renewed process. Departmental and funding approving is required, but I believe that this problem is essential enough to solve that it will result in quick approval.
2-sandra jaime
In hospital settings, there exists a plethora of different healthcare that can stem from a large pool of possibilities; for example, anything from hospital-acquired diseases to simple patient comfort are clinical problems that can be addressed either through peer-to-peer collaboration or through patient contact and fulfilling the mastery-prepared nurse responsibility of being the patient’s primary care advocate. Many of the problems in the healthcare field, however, stem from a primary source: a lack of communication. This is the prim.
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Medical Technology Tackles New Health Care Demand - Research Report - March 2...pchutichetpong
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According to Chris Mouchabhani, Managing Partner at M Capital Group, “Despite all economic scenarios that one may consider, beyond overall economic shocks, medical technology should remain one of the most promising and robust sectors over the short to medium term and well beyond 2028.”
There is a movement towards home-based care for the elderly, next generation scanning and MRI devices, wearable technology, artificial intelligence incorporation, and online connectivity. Experts also see a focus on predictive, preventive, personalized, participatory, and precision medicine, with rising levels of integration of home care and technological innovation.
The average cost of treatment has been rising across the board, creating additional financial burdens to governments, healthcare providers and insurance companies. According to MCG, cost-per-inpatient-stay in the United States alone rose on average annually by over 13% between 2014 to 2021, leading MedTech to focus research efforts on optimized medical equipment at lower price points, whilst emphasizing portability and ease of use. Namely, 46% of the 1,008 medical technology companies in the 2021 MedTech Innovator (“MTI”) database are focusing on prevention, wellness, detection, or diagnosis, signaling a clear push for preventive care to also tackle costs.
In addition, there has also been a lasting impact on consumer and medical demand for home care, supported by the pandemic. Lockdowns, closure of care facilities, and healthcare systems subjected to capacity pressure, accelerated demand away from traditional inpatient care. Now, outpatient care solutions are driving industry production, with nearly 70% of recent diagnostics start-up companies producing products in areas such as ambulatory clinics, at-home care, and self-administered diagnostics.
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2. What makes patients lose their cool?
In a highly competitive industry such as healthcare, hospitals must go the extra
mile to attract and retain patients. However, regardless of the efforts to deliver
high quality services, no medical facility is fully immune to errors and compla-
ints. What sets top-performing hospitals apart in this respect is how they
handle patient grievances once they happen.
Complaints may be a valuable source of information for medical organizations.
Patients often capture errors and omissions that would be easy to overlook
otherwise.
By conducting a detailed analysis of the sources of patient dissatisfaction, ho-
spitals have a chance to identify the greatest challenges facing their organiza-
tion and implement remedial actions. Investigating patient complaints allows
them to raise the bar for patient comfort and safety, and deliver patient-cen-
tric, high quality care.
To help hospitals pin down areas for improvement, we have collected ten
issues with hospitals that are frequently reported by dissatisfied patients.
2
3. Among high-developed
countries,
the U.S. ranks last in health system
performance, while spending the most
per capita on healthcare.
Source: The Commonwealth Fund
4. Hospital Noise
Hospitals are increasingly noisy places, so it’s hardly surprising that noise pol-
lution is one of the top grievances among patients. The issue has multiple so-
urces, from office and medical equipment, bed alarms, staff announcements,
to conversations, housekeeping, and opening and closing doors.
High noise levels not only cause annoyance to patients and personnel but also
have numerous adverse effects:
Sleep deprivation and fatigue among patients
Impaired communication
Negative impact on staff’s performance
Lower quality of treatment
Reduced recovery rate
4
6. 6
Dirty Rooms
In the healthcare context, a clean and healthy environment constitutes a criti-
cal quality factor. Hospital cleanliness is essential for infection prevention and
control, yet, sadly, numerous patients complain about bacteria-ridden heal-
thcare facilities.
Maintaining high standards of hygiene in hospitals requires a systemic appro-
ach; however, every employee should participate in the process and make an
effort to keep hospital rooms and equipment clean and tidy. All hospital per-
sonnel should be advised to disinfect their hands before and after entering a
room and touching a patient, dry their hands thoroughly after every wash, and
avoid touching germ-infested objects and surfaces such as patients’ property,
call buttons, linens, or hospital beds.
7. 22% of hospital floor
sites are
positive for MRSA, 33% for VRE,
and 72% for C. difficile
Source: Very Well Health
8. Ineffective Scheduling
Appointment-making has a direct impact on hospital operations and revenue;
missed appointments cost US taxpayers $150B every year. If patients find ho-
spital scheduling systems confusing, cancellations and delays abound. As inef-
fective scheduling produces deleterious effects to any medical organization,
enhancing appointment systems and eliminating hostile schedules become a
priority for healthcare managers.
There are numerous strategies to minimize disruptions in the patient flow and
improve patient experience related to appointment-taking. The first step is to
identify peaks and valleys and working towards their mitigation. Solutions such
as patient portals, booking apps, or online appointment services help hospitals
reduce the number of late arrivals and no-shows, and facilitate the process for
patients.
8
9. 65% of patients say
they face challenges when trying to engage
with their healthcare providers
Source: Healthcare Innovation
10. Long Wait Times
This common complaint is somewhat related to the previous one. Patients
usually expect immediate service and their frustration spikes when they’re
made to wait at any point of interaction with a medical facility; whether on the
phone, at the front desk, or in the examination office.
However, in a large number of cases, patients are to blame for extended wait
times. They don’t show up, cancel visits at short notice, or arrive late. Research
supports that; the mean unpunctuality rate is between 20-23 minutes (Source:
BMJ). There are various ways to keep patients more disciplined and shorten
queues, such as no-show fees, pre-registration systems, and call answering
services. By combining these tools, hospitals can remove bottlenecks, lessen
staff workload, and reduce he overall wait times.
10
11. Over 78% of patients
spend
2 h or less on the queue before being
seen by a doctor
Source: NBCI
12. Short Visits
Most physicians schedule patients at 15-minute intervals. In practice, many
visits last even shorter. Patients are vocal about doctors’ increasing tendency
to reduce face time and rush through appointments. They report that physi-
cians fail to interact with them in a meaningful way, as their attention is diver-
ted to paperwork, electronic health records, and other distractions such as
ringing phone or a knock on the door.
Short visits negatively affect the patient-doctor relationship, which is a crucial
component of high-quality healthcare. Most people coming to a doctor
demand to be heard and respected; when physicians don’t deliver on this
expectation, patients are very likely to file a complaint.
12
13. Just 11% of patients say
they have enough time with their doctors
Source: Healthcare Dive
14. Lack of Privacy
Respect for privacy and confidentiality is one of the fundamental patient’s
rights. Healthcare workers are bound to keep all patient information safe and
confidential, and a number of measures, including HIPAA regulations, are insti-
gated to enforce that obligation.
Nevertheless, many hospitals still fail to deliver on that aspect, and commit the
following privacy breaches:
They make patients speak about their intimate problems to receptionists.
They don’t provide soundproofing in examination rooms.
They use corridors to treat patients due to overcrowding.
They mishandle patients’ documentation, disclosing names and other details
to unauthorized parties.
14
15. 2018 saw over 350
healthcare
data breaches reported, resulting in the exposure
of 13,020,821 healthcare records
Source: HIPAA Journal
16. Poor Communication
A positive interaction between a patient and a doctor is one of the chief deter-
minants of hospital quality services. Communication failures, on the other
hand, may lead to serious negative consequences, including poor handovers,
treatment errors, health deterioration, and in extreme cases - patient death.
It’s estimated that inadequate communication is the cause of 30% of malprac-
tice cases in hospitals. (source)
Despite this, efficient patient-doctor communication still remains a challenge
for many facilities. Patients complain about doctors being insensitive, lacking
empathy, and using highly-specialized terminology, which is confusing. But the
interaction between patients and their doctors is not the only one line of com-
munication that leaves a lot to be desired.
For numerous reasons, physicians and hospitals don’t talk to each other, which
is hugely detrimental for the medical progress of their patients.
16
17. Ca. 80% of serious medical
errors
involve miscommunication between
providers at handoffs
Source: Joint Commission
18. No Sense of Accountability
Getting patients involved in their treatment increases the rate of recovery and
brings down readmission. Patients seem to recognize this, as 89% want to
manage their own healthcare (source).
Providing them with that opportunity yields efficiency savings and improves pa-
tient satisfaction. Therefore, it is imperative for hospitals to make facilities
more accessible by:
18
Giving patients the sense of ownership over their health through shared decision-making
Providing easy access to health records
Streamlining online prescription renewals
Increasing medication adherence using text message reminders
Offering 24/7 access to healthcare services
Facilitating follow-up calls to reduce relapse and readmission
20. Paperwork
Medical records are an essential component of any treatment as they allow to
meticulously track the patient’s medical history and facilitate inter-provider
communication. However, few issues vex patients as much as ever-increasing
paperwork to be filled by themselves and their doctors.
Excessive documentation detracts doctors from face-to-face contact with
their patients. 92% of physicians report that clinical documentation duties are
burdensome and take too much time (source). This pertains to both, traditional
paper records, and electronic medical records, which were supposed to auto-
mate and streamline manual documentation.
To maintain a high quality of relevant records, it’s critical to train medical per-
sonnel in documentation-taking, periodically review the efficiency of the EMR
system, and implement consistent policies on creating, updating, and storing
health records organization-wide.
20
22. Confusion over Billing
In 2017, 1.4 million Americans went overseas for medical care to save on treat-
ment. Such immense popularity of medical tourism can be partly attributed to
the fact that healthcare payment system in the US is extraordinarily complex.
Patients who don’t understand how much they need to fork out for a procedure
and where to seek reimbursement, won’t go into treatment at home for fear of
being overcharged.
Hospitals may decrease billing confusion and make patients feel comfortable
with medical payments in a number of ways. These include establishing a role
responsible for resolving payment and billing concerns, simplifying price lists,
educating patients about their rights for reimbursement, and providing auto-
mated, easily accessible methods of payment.
22
23. 74% of patients are
confused
by Explanation of Benefits (EOBs) and medical bills
Source: Instamed
24. Step-by-step approach to patient
satisfaction
Receiving a complaint from a patient can be an extremely stressful experience.
That’s why many hospitals consider negative feedback as necessary evil and
wish it never happened. The fact is that even the best healthcare services pro-
vider face disgruntled patients at times.
People have different expectations and it’s impossible to always accommodate
all of them. However, complaints should be seen as an opportunity to improve
rather than a reason to become vexed.
By thorough investigation of patients’ complaints, hospitals can grow a better
understanding of the root of the problem, improve their services, and prevent
similar occurrences in the future.
While it’s not easy to diffuse patient frustration, developing an organized, stra-
tegic approach to complaints will allow hospitals to deal with patient discon-
tent faster and more effectively.
24
25. How to handle patient complaints:
1 Listen to your patients.
2 Acknowledge their complaints.
3 Find out more about what caused their annoyance.
4 Apologize and explain what happened.
5 Propose mitigation measures and take action.
6 Draw conclusions to prevent the situation in the future.
25
26. Are you looking to improve
patient experience?
If so, we have a common goal.
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