Dr.Sandeep C Agrawal Agrasen Hospital Gondia India www.agrasenortho.com Patient Satisfaction and Pearls of Practise Doctor-Patient Relationship & Medical Professionalism Magical Facts About Patients Satisfaction That you would die to know Dr.Sandeep Agrawal Consultant Orthopedic Surgeon MS,DNB Agrasen Hospital Gondia Maharashtra India [email protected]www.agrasenortho.com 09960122234
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Magical facts about patients satisfaction and pearls of medical practise::Doctor-Patient Relationship & Medical Professionalism dr.sandeep c agrawal agrasen hospital gondia india
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Dr.Sandeep C Agrawal Agrasen Hospital Gondia India www.agrasenortho.com!
Patient Satisfaction and Pearls of Practise
Doctor-Patient Relationship & Medical Professionalism
Magical Facts
About Patients Satisfaction That you would die to know
Dr.Sandeep C Agrawal Agrasen Hospital Gondia India www.agrasenortho.com!
Patient Autonomy
Autonomy = freedom to decide !Doctors need to : 1. present the options to the patients and 2. allow patients to choose for themselves !Informed choice means patients need
Dr.Sandeep C Agrawal Agrasen Hospital Gondia India www.agrasenortho.com!
What do patients want
- Patient dissatisfaction relate to problems of communication rather than clinical competence !
- They want ● - quality information about their problems ● - risks & benefits of treatment ● - relief of emotional distress ● - to be active participate in medical
!In research conducted by Press Ganey, hospitals were divided into four groups (quartile) based on their profitability. !The least profitable hospitals had the lowest patient satisfaction scores (out of 100 points). The most profitable had the highest patient satisfaction !!
Source: HFM Magazine, 2008 : Looking to improve financial results ? Start by listening to patients : By: Melvin F Hall PhD
As patient satisfaction increased, the average hospital profitability increased
Without a quantifiable link to profits, the push for patient satisfaction is based on nothing more than the moralistic view that “it’s nice to be nice”
Dr.Sandeep C Agrawal Agrasen Hospital Gondia India www.agrasenortho.com!
Patient Experience is a lot more than clinical outcomes
How well staff worked together to care for me
Overall Cheerfulness of the Hospital
Response to concerns/complaints made during my stay
Amount of attention paid to my personal and specific needs
Staff sensitivity to the inconvenience of hospitalization
How well nurses kept me informed
Staff’s effort to include me in decisions about my treatment
Nurses attitude towards my requestsSkill of the nursesFriendliness of the nurses
Press Ganey Satisfaction Report , August , 2003
0.79
0.74
0.68
0.650.65
0.64
0.64
0.640.630.62
When hospitals spend most of their efforts in clinical results & process improvement, their data are defined by outcomes and thus can be measurable objectively.
!! Patient however,
judge quality by his/ her perceptions, something that is subjective and cannot be verified in the same way as outcome.
!
Dr.Sandeep C Agrawal Agrasen Hospital Gondia India www.agrasenortho.com!
Patients expectations from their doctors ?
Expertise ( be well-informed and uptodate) !Professionalism – look out for the patient’s best interests !Accountability – be answerable; say Sorry ( if there is a mistake) !Transparency – no unnecessary tests and referrals !Respect their desires and their time !Treat them as intelligent human beings
Detractors are customers with the lowest rates of repurchase and referrals. Detractors spread negative word-of-mouth comments about the company
Passively Satisfied customers stay with a company more due to inertia than true loyalty
Promoters have the highest rates of repurchase and referral.
THE NET PROMOTER SCORE
It’s all about word of mouth
!!
0
100
200
300
-100
-200
AVERAGE CUSTOMER BASE
AVERAGE CUSTOMER BASE
RETENTION
MARGINS
ANNUAL SPEND
COST TO SERVE
Economic benefits
NEGATIVE WORD OF MOUTH
! COST TO SERVE
ANNUAL SPEND
!MARGINS
! RETENTION
Economic penalties
Patients who spoke bad
Patients who spoke good
POSITIVE WORD OF MOUTH
Each one point decrease in satisfaction is associated with a 6% increase in complaints Stelfox, et. al. (2005) AJM 118
What’s bad about good service quality
A satisfied person has no story to tell. Everything went just as expected. It is the unexpected event that makes a stay memorable. !For every loyal customer, there is usually a special story
!Fred Lee , Author of award winning book If Disney Ran Your Hospital
Touch Point 1
Touch point 2
Touch point 3
Touch point 4
Touch Point 5
Touch Point 6
Touch Point 7
TO
UC
H
PO
INTS
What made them feel bad and at
which touch point?
What created tears of joy and at which touch point did that happen ?A good story to tell
A bad story to tell
Satisfied Person
Hyper Satisfied Person
Dissatisfied Person
Dr.Sandeep C Agrawal Agrasen Hospital Gondia India www.agrasenortho.com!
5 Things that Matter Most to Patients
1. Doctors treat patients with courtesy and respect.
2. Doctors explain the facts in a way that patients can
understand.
3. Doctors, nurses, and other hospital staff do everything
they can to help patients with their pain.
4. The hospital room and bathroom are kept clean.
5. Patients get information in writing about symptoms or
Dr.Sandeep C Agrawal Agrasen Hospital Gondia India www.agrasenortho.com!
Patient Satisfaction: GREET Tool
GREET – 10/5 Rule: At 10 feet acknowledge; at 5 feet greet/speak – Call patient by name (If known) – Make eye contact , Smile – Let the patient(s) know they are important
RECOGNIZE – Welcome them to Hospital – State your name, department, & role in the patient’s care
EXPECTATIONS/EXPLAIN – How long a procedure or test will take & why… – How long a patient should be expected to wait before getting results & why…
EDUCATE – Explain the role of medical staff involved in providing care – Explain if the test or procedure will cause pain or discomfort, or if any post procedure instructions
are necessary – Offer to answer any other questions, concerns, or resolve any complaints… you do have the time
THANK YOU – Let your patient & family members know “Thank you for choosing me for you healthcare needs!” – Exercise courtesy by using words “Please” and “Thank You” in conversions
Dr.Sandeep C Agrawal Agrasen Hospital Gondia India www.agrasenortho.com!
Be a Committed Professional
• Staying Work-Focused. Not letting your private life needlessly have an impact on your job, and not spending time at work attending to personal matters.
Dr.Sandeep C Agrawal Agrasen Hospital Gondia India www.agrasenortho.com!
What do doctors expect from their patients ?
Patients will: !• Treat Doctor with respect • Will say “Thank You” when things go well • Will have realistic expectations of treatment • Will not unfairly blame doctor anytime
there is a problem • Will pay their professional fees promptly
Dr.Sandeep C Agrawal Agrasen Hospital Gondia India www.agrasenortho.com!
Be Confident
• Be confident. Others will sense your confidence when they see or meet you, and they will think better of you. Also, if you always wear a sly smile, like there is a joke you get but no one else does, people will think you are above them in your knowledge
Dr.Sandeep C Agrawal Agrasen Hospital Gondia India www.agrasenortho.com!
BATHE technique
B = Background. What’s going on ? A = Affect. Feelings. What do you feel about it ? T = Troubles. What troubles you about this ? H = Handle. How are you handling this ? E = Empathy. It must be hard.
Dr.Sandeep C Agrawal Agrasen Hospital Gondia India www.agrasenortho.com!
Many other issues
Time management Learning to keep upto date How to buy medical equipment How to keep medical records How to grow and expand Balancing family and career Retiring Ethics
Dr.Sandeep C Agrawal Agrasen Hospital Gondia India www.agrasenortho.com!
Do’s
● Patients should be attended promptly: - Error in Decision making is Excusable but not attending
patients timely is not. !● Identify a Prominent Person: - Important person/relative and explain initial assessment of
patient immediately. - Explain them management has started. !● Ask if they have any questions !● Call senior consultant as per requirement, talk to them
Dr.Sandeep C Agrawal Agrasen Hospital Gondia India www.agrasenortho.com!
Physicians should Behave Professionally
Physicians are capable of acting unprofessionally, but cannot act unethically, as ethical standards are part of their profession. Therefore, it behoves all patients to educate themselves on what constitutes “professional” and “unprofessional” behaviour for those involved in health care. -
Dr.Sandeep C Agrawal Agrasen Hospital Gondia India www.agrasenortho.com!
!! Identify & avoid negative people
Positive !• Part of the answer !• Has Program !• Let me do it for you !• Difficult but possible !• I must do something !• See the gain !• See possibilities. !• Hard arguments, Soft words
Negative !• Part of the problem !• Has excuse !• Its not my job !• Possible but to difficult !• Something must be done • See the pain !• See problem. !• Soft arguments, Hard words
Dr.Sandeep C Agrawal Agrasen Hospital Gondia India www.agrasenortho.com!
Use common sense with knowledge
Knowledge Vs Wisdom
• Knowledge - Piling up facts Wisdom - Simplifying it !•Knowledge - Potential power Wisdom - Real power !• To attain knowledge - Add things everyday To attain Wisdom - delete things everyday !! !
Dr.Sandeep C Agrawal Agrasen Hospital Gondia India www.agrasenortho.com!
Practice building/Marketing
● Satisfied patients ● Volunteering at community medical service. ● Organizing an event – like conference ● Attracting Media attention ● Contributing article on health to magazine ● Public lecture ● News letter ● Website ● Marketing to referral base
Dr.Sandeep C Agrawal Agrasen Hospital Gondia India www.agrasenortho.com!
Make connections.
• Make connections. You never know when you'll need to call in a favour from someone to get the job done help in your crisis moments, so it pays to know the right people.
Dr.Sandeep C Agrawal Agrasen Hospital Gondia India www.agrasenortho.com!
Never forget Professionalism is an important component of MedicineProfessionalism is an important component of medicine's contract with society. Not only do we need to make good decisions for our patients based on the evidence in the literature, but we need to apply those decisions in a way that is professional and ultimately helps our patient
Dr.Sandeep C Agrawal Agrasen Hospital Gondia India www.agrasenortho.com!
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