PATIENT SATISFACTION AND WHY IT MATTERS - PowerPoint Presentation

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PATIENT SATISFACTION

AND WHY IT MATTERSSlide2

Why It Matters

CMS (Centers for Medicare & Medicaid Services), hospitals and insurance providers are using patient satisfaction to help define and measure quality of health care.

Patient satisfaction is linked to better patient outcomes.

It is an important component of pay-for -performance metrics for hospitals.Slide3

Employed physicians may have it included in their reimbursement metrics

.Patients and physicians can view the same episodes of care quite differently so, by asking patients about their care and treatment, physicians can get a complete picture.

Why It MattersSlide4

Definition

It is the patient being satisfied or perceiving satisfaction with their health care

.

Very multifaceted and very challenging outcome to define.

Patient expectations of care and their attitudes greatly contribute to satisfaction.

Patient satisfaction is personal.

It is the core of patient-centered care.Slide5

Communication is the key to patient satisfaction.

Physicians and staff must acknowledge patient’s feelings and concerns and let them know they are being listened to.Patient evaluate the quality of the service they receive easier than evaluating the quality of care they receive.

The KeySlide6

Physicians and staff must pay attention to both verbal and nonverbal language of their patients.

It is not only what is said, but how it is said

CommunicationSlide7

Patients need to feel that the physician and staff care and have their best interest at hand.

If the patient perceives poor patient service, it can result in poor patient satisfaction, the patient leaving without being seen, loss of revenue

for the practice and reputation loss.

CommunicationSlide8

An average dissatisfied patient tells 25 others about the negative experience.

For every patient that complains, 20 other dissatisfied patients don’t complain.90% of those that don’t complain won’t return.It costs 10 times more to attract new patients that it does to retain current ones.

InteractionSlide9

A patient interacts with multiple individuals

during a visit:Receptionist, medical assistant, lab, Nurse,

APN, physician, billing, etc

.

These interactions can occur before, during and after a visit.Just one poor exchange could turn a patient away and/or cause poor patient satisfaction.

Even a phone call before the first visit can set the tone.

Every contact with a patient or patient representative is important and should be treated as such.

InteractionSlide10

Patients expect to have a comfortable and warm interaction with a physician who appears to be technically competent and gives adequate information about the patient’s illness.

When expectations are not met, patients are less satisfied and less likely to comply with their medical regime.

Patient AttitudeSlide11

The experience with the physicians staff is critical to a patient’s satisfaction with the overall experience.

Several studies demonstrate that patients have attitudes about three qualities of their encounter:Personal qualities of the physicianProfessional competence

Cost and convenience of services

Patient AttitudesSlide12

Your practice should have procedures on how to handle the disruptive patient.

Take them out of the public environment.Correct any misunderstandings.Communicate with the patient what expectations will and will not be met.

Disruptive PatientsSlide13

If you will not treat a certain type of patient or perform a procedure, tell the

patient in a firm but friendly tone.Let your patient know what to expect with non-compliance on any agreed upon treatment plan.Keep yourself calm.

If necessary, terminate the patient.

Disruptive PatientsSlide14

Have someone in the room with you.Always follow up a verbal termination with a letter.

In the letter, allow 30 days of urgent care and necessary medication refills. You may exclude narcotics.Call AMIC Risk Management.501-716-9190

Disruptive PatientsSlide15

Knock before entering roomIntroduce yourself to patient and family

Sit down (if possible) to be at eye levelMaintain eye contactLean forwardKeep attention on patient

Remember the BasicsSlide16

Keep the patient up-to-date

Tell them the plan and whyLet them know what to expectTell them how long their tests and imaging studies will take and how long before you have the results.

Treat the patient with courtesy and respect.

Listen

During the VisitSlide17

Identify customer service as one of the priorities.

Identify patient service issues and address them.Keep promisesProtect patient confidentialityAssess your culture of safety and risk

Patient Experience StrategySlide18

Collect information from your patients about your customer service.

Improve service issues.Strategy