customer satisfaction
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TARGETING PATIENTS’ TARGETING PATIENTS’ SATISFACTION A SATISFACTION A
PERSPECTIVE IN HEALTH PERSPECTIVE IN HEALTH CARE SECTORCARE SECTOR
Dr.M.D.Ambekar
Patient’s SatisfactionPatient’s Satisfaction
You can not satisfy every one at all time.
Patients’ SatisfactionPatients’ Satisfaction
Team work of every one in the chain
One improper link makes poor level of satisfaction
STAFFSTAFF
Right person for right job
Communication skills Compassionate. Soft Spoken Receptive &
Observant. Willing to accept
responsibilities.
Staff training Staff training Groom the staff as per
your requirements.The agency may do it, BUTYou need to discuss
your system with them before training.
Do not make you staff
Lakir ke phakir
Staff trainingStaff training
Invest in staff training do not take it as expense.
Responsibility allocation big or small set up no matter.
Measures for knowing Measures for knowing SatisfactionSatisfaction
Appointments Waiting Area Staff Housekeeping Doctor & Knowledge Tone of speech. Social commitments
important in smaller towns.
Patients’ SatisfactionPatients’ Satisfaction
If the 1980s was the decade of reimbursement strategies
1990s was the decade of building quality assurance
present decade may be remembered as the time of "patient satisfaction and throughput
What makes patients to visit What makes patients to visit you againyou again
YOUR SKILL IS BASIC
Attitude Interactive skills Well mannered staff Cheerfulness of the
hospital Amount of attention paid
to personal needs of the patient
What makes patients to visit What makes patients to visit you againyou again
Degree to which patients were counseled for his or her problem & likely surgical out come
Empathetic attitude of the staff
Agitation of patientAgitation of patient
Patients are more agitating about attitude of the staff
Patient’s satisfactionPatient’s satisfaction
It’s an ongoing process & not the end as there is always room at the top
Keep on improving your services.
Total Quality ManagementTotal Quality Management
TQM is very important
Identify patients needs Offer more than their
expectation Charges should be
reasonable
COMMITMENTS COMMITMENTS
Be confidant enough not to look snobbish.
No extra commitments where you are not sure about results.
POLICY POLICY
No deception in charges or any other matter ( SICS/ Phaco)
It should never be too greedy about money.
many of you may not accept this
System runningSystem running
Never project any administrative system failure patient may feel sense of neglect makes him or her more agitate.
Do & Don'tsDo & Don'ts
Never do any other activity while talking to patients.
No phone calls during you see patients.
At smaller towns you are judged in society by your behavior.
Never call patient to ask “Why you did not come for surgery”
Do & Don'tsDo & Don'ts
Be patients with patients.
Be friendly Keep your time
commitment. Communicate when
needed.