OBJECTIVE OF PATIENT SATISFACTION -Health Care Institutions are primarily patient centric. -Patient Satisfaction is the strongest determinant of hospital functioning. -Ultimate goal of the hospital is satisfaction of its customers. -Not only to satisfy and cared-for patients and families, but also a positive outcome for your staff, your community and your organization's health. -Patient Satisfaction depends on workers motivation, dedication and duty towards the patients.WHY PATIENT SATISFACTION > Increased lay knowledge and taboo > Increased awareness of professional fallibility 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 » Pressure of CPAPRINCIPLES OF PATIENT SATISFACTION 1. QUALITY OF CARE: "The quality patient experience doesn't happen by accident but by standardized practice "A consistently great patient experience is not a matter of attitude, awareness or positive intent but a matter of design and continuous quality improvement. 2. MANAGING ANXIETY, FEAR AND PAIN: "Anxiety is the rust of life, destroying its brightness and weakening its power.” (Anon) "Patients are highly anxious. “To create an exceptional patient experience, we need to focus on preventing or lessening anxiety for patients and families 3. BETTER COMMUNICATION: "Some emotions don't make a lot of noise. "If we don't communicate our caring, patients and families might think we don't care.4, PERSONAL ATTENTION: *Patients and families want personalised care and service 5, STAFF ACCOUNTABILITY: *All staff must be accountable for their role like: *Clear responsibility *Clear performance *Sound measurement and feedback *Courageous conversations *Consequences reporting 6,SOUND ORGANISATION CULTURE: *The more strongly your hospital's culture supports the quality patient experience, the more sustainable are impressive levels of patient satisfaction. "Effective long-term strategies inevitably involve a fresh look at the hospital culture and how it drives or restrains your patient experience vision.4, PERSONAL ATTENTION: *Patients and families want personalised care and service 5, STAFF ACCOUNTABILITY: *All staff must be accountable for their role like: *Clear responsibility *Clear performance *Sound measurement and feedback *Courageous conversations *Consequences reporting 6,SOUND ORGANISATION CULTURE: *The more strongly your hospital's culture supports the quality patient experience, the more sustainable are impressive levels of patient satisfaction. "Effective long-term strategies inevitably involve a fresh look at the hospital culture and how it drives or restrains your patient experience vision.MEDICAL PRACTICE IN THE PAST PATIENT WAS SSNs THE DECIPLE abil DOCTOR WAS GOD Uo ae Ould Ag BOLLOVUd TVOIGaWMEDICAL PRACTICE TODAY Eun ens DOCTOR IS THE CUSTOMER Bisel PROVIDER: FOLLOW TWOIGSaW Ras eure hgHOSPITAL CUSTOMER |. Doctors . Nursing Staff Paramedics |. Others (v) Nursing Orderly (vi) Sanitation Staff Spens ‘YAWOLSND TVLIdSOH Patient Relatives Visitors Agents Vendors Community as a wholeTYPES OF CUSTOMERS 1. Difficult to deal with : Demanding, annoying, unrealistic, loud and objectionable. 2. Desirable: pleasant, easygoing, intelligent, accommodating and knowledgeable 3.Others: timid, questioning, unprepared, lacking in knowledge and uncertain about what they want or need. é Hospital has to handle them allAUVANIAGE UF FALIENI SATISFACTION PATIENT SATISFACTION: 2.Greater profitability. 3.Improved patient retention and patient loyalty. 4 Increased patient referrals. 5.Improved compliance. 6.Improved productivity. 7 Better staff morale. STAFF SATISFACTION: 9.Reduced staff turnover. 10.Improved collections. 11.Greater efficiency. 12.Reduced risk of malpractice suit. 6 13.Personal and professional fulfillment. THE PROCESS OF ENSURING PATIENT SATISFACTION: Patient Satisfaction =TQM (Total Quality Management)ADVANTAGE OF PATIENT SATISFACTION > ~ =, a yy f ¢ ait (otcemDETERMINANTS OF SATISFACTION CLINICAL 4. Patient Expectation 1. Patients own - Correct Diagnosis Level Attained experience = Adequate Care 2. Health Status ofthe 2. Experience of - Prompt Treatment patient relatives and visitors + NON: MEDICAL 3. Socio-Economic 3. Word of Mouth - Appropriate Physical — Status 4. Advertisements of Facility 4. Level of Education facilities - Functional Service 5. Past experience in 5. Financial Schemes Component the same or other C. BEHAVIOURAL hospital - To be listened to. with patience - To be cared about To be sympathetic to the cause To be informed clearly and under stand able language*Early cure “Adequate care 2. Reasonably good physical facilities *Approachable location with good parking facility “Child friendly environment, cleanliness, facilities for recreation (library, toys, music, TV etc.) *Proper place for eating “Enough space for various facilities. *Impart health education: handouts, video examples. Pp: Pp :VI.Show personal concern for the patient. VILBody language ,greeting , a good first impression of a caring physician, make it visible that we are with them in their worst times too. VIII.To explain everything about the illness and treatment.Handle personal and telephonic conversations *Promptness in all responses “During Emergency case, admissions show sympathy *Provide desired informationensure compliance. = Provide hospital information brochure and to have informative sign boards. 2. Transparency in financial matters = One of the major causes for dissatisfaction = Proper display of routine consultation and indoor charge; "Should be properly informed about the expected expenditure before any procedure or admissionPatient should not be wasting time to avail of various services =May | help you desk =Signage and transfer facilities, trolley and wheel chairs = Patient safety measures4.Word of Mouth 5.Advertisements of facilities 6.Financial Schemes 7. Citizen charter 8. Public facilitieseed (ela a iiss) De eres Naren RESPECT & CONCERN cine. PSUs) Eager oyna y RESOURCE AVAILABILITY) EFFICACY (Cire Abia) SAFETY OF PATIENT (SAFE ENVIRONMENT)An effort solely to help ‘students and aspirants. in their attempt to become a successf Hospital Administrator. DR.N.C. DAS