PATIENT FEEDBACK.pptx

PATIENT FEEDBACK.pptx

1. PATIENT SATISFACTION AND QUALITY IN HEALTH CARE

2. • What is patient satisfaction - and what can we do about it? Patient satisfaction The degree to which the individual regards the health care service or product or the manner in which it is delivered by the provider as useful, effective, or beneficial.

3. Evolution of patient-centredness • • Increased lay knowledge and self- help Increased awareness of professional falliability and diagnostic uncertainty Rise in scepticism about medicine/science Awareness of wider influences on health Shift in focus from acute to chronic conditions Wide variation in clinical practice Pressure to increase accountability Pressure to democratise public health systems Shift from objective to subjective medicine • • • • • • •

4. TOTAL QUALITY MANAGEMENT

5. Why is patient satisfaction important? Public accountability Quality improvement Macro-level: system performance management benchmarking competition/contestability through markets Micro-level: feedback to professionals and managers acceptability of processes / social model of health

6. Client Centered Health Care Client centered approach often require a shift in attitude In client centered care, client (patient) customers are first and foremost (total quality management) To ensure client safety and maintain quality of care Explain range of methods available Discuss the efficacy & adverse effect of treatments method

7. DOCTOR CUSTOMER (PATIENT) NURSE & TECHNICIAN NURSE & TECHNICIAN DOCTOR CUSTOMER (PATIENT) IMPORTANCE IMPORTANCE TRADITIONAL MANAGEMENT TOTAL QUALITY MANAGEMENT THE INVERTED PYRAMID OF CONTROL

8. What Do Patients Want? Respect and recognition Patients to be treated with respect and friendliness Understanding Patients value individualized service and prefer provider who try to understand the real situation Emphatic Listening Five levels of Listening Ignoring Pretending Selective listening Attentive listening Emphathic listening: the highest form of listening. Complete and accurate information Patients want complete & accurate information about their disease, treatment and outcome

9. Technical competence Patients want to know technical competence of providers Access A convenient action and prompt service are needed Fairness Patients want provider to offer thorough explanations and examination to everyone alike Results A quality product or service at a fair price Satisfaction

10. Patients’ rights and providers' needs Patients’ rights Information about the disease Access to all service delivery systems and health care providers Choice of adopting, switching or discontinuing methods Safely in practice of treatments Privacy during discussion & physical examination Confidentiality of all personal information To be treated with dignity courtesy , consideration and attentiveness Comfort while receiving treatment Continuity of care for as long as the client desire To express their opinion about the quality of services receive

11. ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ Training on technical and communication skill Information on technical issue ,updated regularly Infrastructure , including appropriate physical facilities and efficient organization Supply of proper medicine Guidance from service guidelines ,checklist and supervision Back up from other providers and level of care Respect and recognition from co- workers, managers, clients and community Encouragement to provide good quality of care Feedback from managers to supervisors, other service provider and patient Self-expression so that managers consider their views when making discussion. Providers’ needs

12. A theoretical model of patient satisfaction Expectations Disconfirmation Satisfaction Emotions Attribution of cause Equity Perceived attribute performance COGNITIVE AFFECTIVE

13. CONCEPTUAL MODEL Socio- Economic Factors of Patients Education Occupation Income Utilization of Hospital SATISFACTION OF PATIENTS Good Interpersonal Relationship Prompt and Efficient Treatment Amenities of Adequate Quality Patient's Choice Revenue

14. FACTORS INFLUENCING PATIENT SATISFACTION PATIENT SATISFACTION Quality & Competency of providers Availability & Skill of Health Care Providers Information & Explanation Interpersonal Relation Waiting Time Financial Expense (Out of Pocket) Fairness Safety Security Convenient of Service Effectiveness of Care Appropriateness of Care Continuity of Care Pleasant Surroundings Amenities Supporting Machine & Equipments Material & Drug Supplies Efficiency of Outcome

15. Quality Health Care Quality health care consists of proper performance according to the standard of intervention of that are known to be safe, that are affordable to society and in question and that have the ability to produce an impact on mortality ,morbidity and malnutrition. Quality means offering the greatest health benefits, with the least health risk, to the greatest number of people, given to the available resources Benefit of good quality • • • • • Safety & effectiveness Client satisfaction Job satisfaction for providers Better program reputation and competitiveness Expanded access to services

16. Quality definitions - general Doing the right thing On the right rime In the right way At the right place On the first time Aiming to Excellency toward the customer The ability of “surprise” the customer

17. Definitions 1 QC – Quality Control – assessment (evaluation) of the level of existing performance – measuring. QA – Quality Assurance – activity of bridge – the gap between observed quality & expected quality.

18. Definitions 2 TQM – Total Quality Management. CQI – Continuous Quality Improvement - prospective continuous process involving all staff, that leads to higher performance, outputs & outcomes.

19. Provider Perspective ( Service Oriented ) Safety Effectives Technical Competence ▪ Administrator Perspective ( Target Oriented ) Technical Competence Effectives Efficiency Accessibility ▪ Patients Perspective ( Satisfaction Oriented ) Safety Effectives Efficiency Accessibility Inter Personal Relation Continuity Amenities Quality means different things to different people Patient Provider Administrator

20. Customer Satisfaction Complaints Management Monthly Feedback Customer Service Level Trending Surveys Complaints Trending & Analysis Report by DQM on Quarterly basis Compilation of Feedback By Communications Department Customer Service level Trending survey Conducted on Quarterly Basis by Corporate Affairs Discussion at Monthly Feedback Meeting with CEO Implementation Of action plans by Departments Implementation Of action plans by Departments Process owners present action plans / results at Management Meeting Process owners present action plans / results at Management Meeting Process owners present action plans / results at Management Meeting review

21. Methodology for survey The structured questionnaires (feed back forms) Discharge interviews Suggestion/Complaint boxes Periodic meetings with the public Evaluation Through Patient Satisfaction Survey

22. Simple to understand, with yes or no type answers (or) Multiple answers (very good/ good/ fair/ satisfactory/poor) For ticking the appropriate one Survey should cover outpatients /inpatients Details of patient name, R/N, ward, D.O.A, D.O.D Signed by the patient a.The structured Questionnaires

23. Face to face interviews Important feedback is known immediately At the right level for initiating timely action eg.Discharge Parade in S.P.H by medico.social worker b. Discharge Interviews

24. Very useful feedback from the patients/relatives/visitors. Boxes placed at reception,OPD,waiting areas, wards, X-ray Dept, Lab, Blood Bank,…..ect.. Opened every day/once a week/month at fixed timing Put up to the management for further action c. Complaint/Suggestion Boxes

25. Scheduled after due announcements The community gets the message the hospital is sincere about improving the services Suggestions/Points from the public discussed to understand noted down for action Record of meetings,important points discussed and follow up action,should be maintained d. Periodic Meetings With The Public

26. - - - Processed at the earliest Involve the collection,compiling,analysis,Investigations To find out likes/dislikes (or) expectations of the patients to improve the services to meet the patients’ requirements Positive feedback/Negative feedback Speed of processing the feedback is important for prompt action and right impact To understand the true value of the feedback and derive the right conclusions - - - - Processing of the survey feedback

27. Feedback to the respondents about the action taken - Communication to the respondent in writing/telephone/personal interview - Ensuring that a corrective action has been implemented Dissemination of Information to the staff The purpose of survey would be defeated if the staff are not given the feedback at the earliest possible Not given the feedback at the earliest possible Detailed action plan for eliminating the deficiencies In the periodic staff meetings communicated publically

28. Periodic (Quarterly) Review of the Satisfaction Level Discussed in detail in the presence of all the heads of department (SMO meeting) Policy decisions , Resource allocation Reviewed and targets reset for the next period.

29. Suggestion Boxes

30. Discharge Parade

31. Discharge Interviews

32. 8 Ways to Improve Patient Satisfaction

33. If you want to stem patient dissatisfaction, stop giving off cues of indifference and uncaring. Strive actively to experience your care the way that your patients do. Get every employee thinking about purpose, not just functions. “Sorry” may be the hardest word, but it’s a word that everyone on your team needs to learn.

34. Teach your employees- every single one- how to handle a patient or family member’s complaint or concern. If you want to improve,strive to create a blame- free environment. Understand that improving patient satisfaction is about systems just as much as it is about smiles. Benchmark outside healthcare.