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Improving PatientSatisfaction byRenovating Your Clinic
Presented by:Marie DeRamusRN,BSNClinic Manager
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1.Defne Patient Satisaction
Defnition o patientsatisaction
List sta responsibility
List contributors to patientsatisaction !PatientSatisfers"
Be#a$ioral %b&ecti$es andContent
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'. Discuss how clinic renovationcan improve patientsatisaction
List design concepts t#at(ere specifcallyconsidered or patient
satisaction
Be#a$ioral %b&ecti$es and
Content
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). Discuss the results oSatisaction Surveys
*ni$ersity +ealt# CenterSatisaction Sur$ey
Clinic Specifc Satisaction
Sur$ey Sta Sur$ey
Be#a$ioral %b&ecti$es andContent
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Patient Satisaction is inuencedby many actors-
Sta buy in to e.cellent customerser$ice is critical-
Design o t#e clinic as (ell as t#eappearance o t#e clinic alsoplays important roles in patientsatisaction-
/opic Rele$ance andDescription
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•
• /#e perception o t#e patientabout o one or more aspects
o a medical care system0(#at t#e #ealt#care consumert#in1s about #is2#er care
Defnition o PatientSatisaction
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• /o impro$e patient outcomes
• 3ncrease patient retention,loyalty, and gro(t#
• /o increase success (it#accreditation and regulatoryagencies
• /o impro$e reputation, personalpride and satisaction
•
/o 3mpro$e sta satisaction
4#y s#ould (e try toimpro$e patient satisaction5
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4e de$eloped ) simple steps toimpro$e patient satisaction
6- Greet patient, be the frst to sayhello and use patient’s name inconversation
2. !plain what will happen ne!t,
includin" cost
#. $mprove eye contact, unlesscontradicted by culture
'766 P3 Pro&ect 3mpro$ePatient Satisaction
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6- /o impro$e patients perception o care- /#e current reno$ation pro&ect s#ouldimpro$e patient o(, impro$e ease oaccess and egress o patient, and impro$e
pri$acy or patients'- /#e reno$ation pro&ect (ill also impro$e
sta satisaction (#ic# (ill impactpatient satisaction-
'76' Proposal: 3mpro$e
Customer Satisaction in MedicalClinic 8old and *rgent Care
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6- 3ntroduce proposal, set goals and de$eloped timeline at Maysta meeting
'- 9inalie goals at retreat
)- Plan inter$entions at retreat in May '76'
;- De$elop ne( (or1o( processes at retreat
<- Defne perormance measures
=- De$elop separate paper sur$ey
>- /rain sta #o( to use ne( room lig#t status system
?- Mo$e into ne(ly reno$ated clinic (ee1 o @ugust =, '76'
A- 3mplement ne( (or1o( processes @ugust '76'
67- 8at#er data 67'76'
66- $aluate and report 6''76'
Steps o Process
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•6- Visit OverallE satisaction (illimpro$e rom ?<->6 F in 9ebruary '76'to A7F in %ctober '76'
•
'- Quality of Time SpentEsatisaction (it# patient (ill increaserom ?<->6F in 9ebruary '76' to A7F in%ctober '76'
•)- Helpfulness and Courtesy ofSta E satisaction (ill increase rom?>-A6F in 9ebruary '76' to A7F in
%ctober '76'E ! E
Perormance Measures
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• *ni$ersity +ealt# Center SatisactionSur$ey
• Sta eedbac1 and sur$ey
• Clinic Specifc Paper Sur$ey
Sources o Data
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• Gisit o$erall satisaction scoresincreased rom ?<->6F in '26'to A)F in 6726'
• Huality o time spent (it# patientsatisaction scores increased rom ?<->6F to A6-7AF in 6726'
• +elpulness and Courtesy o Stasatisaction scores increased rom ?>-A6F in '26' to A;F in
6726'
#nalysis of data $it% results compared to targeted performance measures&
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• /odayIs (ait satisaction scores increased rom >?-;6F in '26' to '()*+, in 6726'-
/#is did not meet our goal-
• During t#e mont# o %ctober (e recei$ed
many positi$e compliments on t#esatisaction sur$ey- /#ese includedcomments suc# as ast and easyservice,% &$ was ta'en care o (uic'ly and
e)ciently,% &veryone $ spo'e to was veryriendly*% &the 'indness and
proessionalism displayed by the sta+*%
@nalysis, continued
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Comparison o %ct '766 to %ct '76'Satisaction Sur$ey
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6- %ur e.am rooms (ere enlarged toacilitate better communicationbet(een you and t#e sta- +o( doyou rate our ability to communicate (it#you5
'- Please rate your (ait today in MedicalClinic 8old-
)- @not#er goal o t#e reno$ation pro&ect(as to impro$e t#e o( o patientst#roug# t#e clinic- Please rate your
mo$ement t#roug# t#e clinic today-
Clinic Specifc Sur$ey
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Patient Survey Results
Poor 9air 8ood Gery 8ood .cellent
7F
67F
'7F
)7F
;7F
<7F
=7F
>7F
?7F
A7F
677F
Patient Survey Results
Huestion 6
Huestion '
Huestion )
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• @est#etics are a(esome
• Perect frst $isit
• .cellent communication (it# Dr-
• Gery #elpul, $ery riendly, great super#elpul, Huic1 timing, e.cellent nurse
• $eryt#ing (as great, t#e reno$ations
are $ery nice, 3 elt more comortable#ere t#an at my doctorJs oKce- - -
Comments rom Sur$ey
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es No N2@
6- +as t#e reno$ated clinic impro$ed (or1o(5 A
'- +o( do you rate t#e e.am rooms5 Do t#ey
impro$e your ability to communicate (it#
patients5> ' )- Do t#e e.am rooms
impro$e t#e uality o time you spend (it# patients5
< ;
!N@ No @ns(er"
Sta Questionnaire
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6- /#e centralied nursing stationimpro$es (or1o(-
'- Gery good, muc# better, lo$e t#e
e.am rooms
)- DiKcult to communicate (it#patient i t#ey are sitting in t#e
c#air, easier or t#e patients, andli1e #a$ing more space-
Sta comments
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By paying attention to t#esmall details in planning or ourreno$ation, (e #a$e been
successul in impro$ing patientand sta satisaction-
Conclusion o P3 Study
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• Patient Satisaction #as improved-
• /#e ne( call lig#t system, t#ecentralied nursing station, larger e.amrooms and t#e location o urniture and
medical euipment all played signifcantroles in impro$ing satisaction-
• 3n$ol$ing sta and patients in t#e
planning o e$eryday processes isimportant in impro$ing o$erallsatisaction-
Improvements made in processor outcomes&
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• /#e Leaders#ip sta #as to betotally sold out on customer ser$ice
•Leaders#ip sta #as to be role
models or sta
•Sta #as belie$e t#at t#eirbe#a$ior impacts patient
satisaction
•Sta #as to communicate (it#patients reuently, 1eeping t#em
inormed
Sta Responsibility
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3mpro$e Sta Satisaction
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T%e Customer Satisfaction System
+)-reet customers
*)Value customers
.)#s1 #o( to #elp customers
()/isten to customers
0)In$ite customers bac1
+ey, 3Im t#e CustomerE by Ron 4illing#am
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• no( my name
• Loo1 at me
•
Respect my time• Listen to me
• @ns(er my uestion
• 4rite it do(n
• Be nice
Patient Satisfers
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6- 4ayfnding
'- P#ysical Comort
)- Pri$acy and Personal /erritory
;- Peace and t#e @bsence o Noise
<- Sense o Security
9i$e Patient Needsby 4endy Leebo$
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•
3t all begins (it# frst impressions Q++ impressions are made (it#int#e frst > seconds
•
9irst impressions are made on t#etelep#one as (ell as in person
• ye contact is important in most
cultures
Customer Ser$ice /ips
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• 9ocus on t#e customer, tune t#e(orld out
• /#an1 patients or coming in
• 4#o pays your salaries5 /#ecustomers
Customer Ser$ice /ips
@ + lt# D @ 1
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6- 4#at is my main problem5
'- 4#at do 3 need to do5
)- 4#y is it important or me to do t#is5
@ +ealt#y Da(g @s1sHuestions
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Ho$ does t%e providersinteraction $it% t%e computerinterfere $it% t%e provider!s
interaction $it% t%e patient1
ritten by -enneth er'a, /D,
0ice President o Physician linical
$nte"ration, /ercy
December #1, 212
+o( does t#e rise o computers ine.am rooms impact patient care5E
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.am rooms must be arranged so
t#e pro$iderIs bac1 is not to t#epatient, eye contact is critical tos#o( t#at t#e pro$ider is
listening to t#e patient- Most ot#e time computers areretro2tted to e.am rooms
instead-
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Pro$iderIs can s#are inormation(it# patientIs by s#o(ing t#epatient t#e computer screen
Patient Centered Care
3mportant Point to
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/#e patient is your customer0you are t#e product t#ey arebuyingE
3mportant Point toRemember
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• Patient Satisaction Does NotCorrelate to Huality
• Could Cause %$eruse o@ntibiotics
•
%r %$erordering o /ests
3mportant Points toRemember
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• 3mpro$es continuity and #asbeen s#o(n to increase patientsatisaction
• PCM+ #as also been s#o(n toincrease patient in$ol$ement incare (#ic# (ill also lead to
increased patient satisaction
Primary Care Medical +ome
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• 3mpro$e patient o( during t#e$isit
• 3mpro$e ease o access and
egress or patient
• 3mpro$e pri$acy or patients
•
3mpro$e t#e grouping andp#ysical relations#ips o clinicassistants to pro$iders
•
3mpro$e t#e sie and
8oals o Reno$ation
9unctional Needs o
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Nursing Station centrally located
Medication area (it#in nursingstation
.am rooms must measure at leastA7 suare eet
Clinic @ssistants must be close topro$iders
Ne( Patient Call system
9unctional Needs oReno$ation
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6- 4ee1ly Preplanning Reno$ationMeetings began anuary A, '76'
'- Construction begin May 6; T
?:@M
)- Pro&ect #ad to be complete@ugust )
/imeline o Pro&ect
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C#oice U6: *se t#e old (all mountcomputer arm
C#oice U': *se a mobile computer
cart in an en$ironment t#at is not(ireless
C#oice U): Design an eclipse
s#aped counter top t#at (ould#old computer, printer, and labelma1er
) Dierent .am RoomConfgurations
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C#oice U ) clipse s#aped des1,(it# small (all mounted $irtualcomputer screens, printers, and
label ma1ers on des1-•@llo(s eye contact (it#
patient and sta
•@llo(s t#e patient to $ie( t#e computer screen (#en
indicated
4inning Design
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Construction Pictures
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+appy Patient, +appy Sta