CUSTOMER CARE.ppt

The document intend to promote client satisfaction with care

1. CUSTOMER CARE:A
TOOL TO QUALITY
IMPROVEMENT
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2. Outline
i.Introduction
ii.Definitions &types
iii.Why quality improvement
iv.Why customer satisfaction/ promise
v.Gap between promise/current situation
vi.Basic needs of customers/healthcare
vii.Communicating effectively
viii.Need for informed care
ix.Gaining feedback from customers
x.Institutional benefits of good customer care
xi.Conclusion/recommendation
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3. Introduction #1
Provisionofqualityhealthcareisone
ofthetoppriorityintheNational
HealthPolicy.
Whilehospitalsareperforminga
valuableservicetothepublic,
stakeholders,includingthepublic
itself,are unsatisfied and
complaining.
Mediareports,alwaysportraynegative
publicityandimageregardinghealth
careproviders.
Thisisbecausetheservicesprovided
arenotfocusedontheclient’s
expectationsandtheservicesarenot
attractivelypresentedtotheclients.
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4. Introduction #2
Surveysoncustomersatisfaction
doneelsewherefound un-met
non-healthexpectationssuchas
dignity,basichumanneeds,human
rights,promptattentionincare,
treatment, confidentiality,
communication andautonomyare
contributingfactorstocustomer
blamesandcomplains.
Wehopethispresentationwill
enlightenusandotherhospitalstaff
onhowwecanimproveQualityofour
servicesthroughgoodcustomercare.
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5. Introduction #3
Itshouldbekeptinmind
thattoachieve quality
improvementisaprocess
anditrequiresstaffpositive
attitude.
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6. ARE YOU A POSITIVE OR
NEGATIVE THINKER?
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7. Who Is A Customer?
Customerstousarepeoplewho
receivehealthcareservices.
Everypatient,familymember,
visitors,cooperaterepresentative
andco-workerareallour
customers.
Quality- TheStandardof
somethingasmeasuredagainst
otherthingsofasimilarkind;the
degreeofexcellence.
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8. Quality Health Care
Meansdoingtherightthing,at
therighttime,intherightwayfor
therightpersonandhavingthe
bestpossibleresults.
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9. Why Quality Improvement
Safety–avoidinginjuriestopatientsfromthecarethatisintended
tohelpthem.
Effective–Providingservicesbasedonscientificknowledgetoall
whocouldbenefitandrefrainingfromprovidingservicestothose
notlikely.
Patient-centered–Providingservicesthatisrespectfulofand
responsivetoindividualpatientpreferences,needsandvalues.
Timely–reducing waits and sometimes delays for both those who
receive and those who give care.
Avoid unnecessarily long waits for registration, payments,
consultations, lab results, surgery etc.
Eliminate processes that don’t add value to employees, patients or
your workflow.
Efficient–avoidingwaste,includingwasteofequipment,supplies,
ideasandenergy.(achievedthrough5S)
Equitable–Providingcarethatdoesnotvaryinqualitybecauseof
personalcharacteristicssuchasgender,ethnicity,geographic
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10. Types of Customers
Theyaretwotypes:
1.External Customers:
Patients/Clients/Community receiving
services
2.Internal customers: Health workers
within the Institution including
administrators.
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11. Why Customer Satisfaction? #1
Customers are a focus of any
quality service.
Effortstodelivercustomer
orientedservicesisakeytoany
qualitycare.
Servicesthatdonotmeet
customerneeds/expectationsfail.
Toprovidequalityserviceswe
needtobetterunderstandour
customerneeds.
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12. Why Customer Satisfaction?
#2
Qualitycareprovisionisour
promisetothepublic.
Weneedtounderstandour
customerssothatwecan
anticipatetheirneedsand
expectations.
Ablamefreeenvironmentleads
to improved transparency,
improvedsystemsand,ultimately
tobetterresults.
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13. Basic Needs of Customers
Need to feel in control
Need to feel that their actions are
directed toward their goals
Want to be treated fairly and
appropriately
Wanttoknowwhatishappeningand
why
Wanttofeelsafeandsecure
Wanttofeelimportant,recognized
andappreciated 13

14. What Matters Most To
Healthcare Customers
Empathy
Showing compassion
Courtesy and respect
Dignity: privacy,
confidentiality
Responsiveness of
hospitalstaff
Learntoapologizeincase
ofdelayedservicesfor
whateverthereason.
Goodcustomerservice-
reception&communication
Information
Building trust
Explanation in easy to
understand terms from
healthcare workers
Pain relief
Clean/Safe environment
(5S&IPC)
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15. Communicating Effectively
Wecanachievecustomersatisfactionby
usingthefollowingcommunicationtips:
i.Establish rapport
ii.Listen attentively
iii.Ask questions to check understanding
iv.Answer the way you’re asked
v.Reflecting
vi.Clarifying
vii.Using non-verbal
viii.Don’t judge
ix.Don’t use jargon
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16. The Importance For Informed
Care
Builds good interpersonal
relationship
Prepares patient/client
psychologicallyandphysically
Eliminatescomplains
Promotespatientssatisfaction
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17. How Do We Know Whether Our
Customers Are Satisfied Or Not?
To provide services that are customer
oriented we need to develop habit of
gaining feedback from our customers.
1.Survey Questionnaires
2.Interview –exit
3.Suggestion box
4.Focus Group Discussion
5.Community Forum
6.Key Informants
7.Community members of health committees
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18. Why Gain Feedback From
Customers?
i.Understandcustomer’needs
ii.Feedbackenhancescustomerloyaltyand
customerswillrecommendinstitutionto
others.
iii.Feedbackcantellyouthingsyoumaynot
know,includinghumanfactorssuchas
staffbehavior.
iv.Feedbackcanbeusedtoanalyze
performance.
v.Customersfeelvalued
vi.Promotesasenseofresponsivecustomer
servicewithintheorganization
vii.Promotescontact,communicationand
improverelationshipwithcustomers
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19. Institutional Benefits of Good
Customer Care
a.IncreasedEfficiency
b.EmployeeMotivation
c.Customerloyalty-Customersrecommend
servicestoothers
d.Enhance publicimage–andprovides
protectionifthereisaslip-upincustomer
service
e.Moreeffectiveworkforce–satisfiedcustomers
createapositiveworkingenvironment
f.Staffwhodelivergoodcustomerservicereceive
theircustomers’appreciationandarefurther
motivatedtooffergoodcustomerservice
g.Goodcustomercarecontributestocustomer
retention.
h.ReducedEmployeeTurnover
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20. Conclusion
Understandingourcustomersand
improvingourservicesmustbea
prioritythroughoutourcare
provision.
MATHEW7:12
“Doforotherswhatyouwould
likethemdoforyou.”
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21. THANK YOU
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