Age of manufacturing Age of Distribution Age of Information Customer Age of the Customer 1900 - 1960 1960 - 1990 1990 - 2010 2010 - ? Source: June 6, 2011, “Competitive Strategy In The Age Of The Customer” Forrester Report
Why Patient Affairs? Inline with AUBMC mission and vision ….. in meeting patient satisfaction and achieving service excellence …. In line with 2020 vision that was set by Dean Sayegh The Patient Affairs Unit was established in September 2010 Our mission is to promote and ensure patient satisfaction at all times and guarantee that the patient’s stay at AUBMC is the very best by following a patient-centered care approach while maintaining service excellence.
Note: As per JCI and MOPH accreditation standards, patients should be educated about their Patient Rights and Responsibilities. AND PFR.4: Staff members are educated about their role in identifying patients’ values and beliefs and protecting patients’ rights.
Advocacy Services The Patient Advocates are health care Professionals. Their main responsibility is to advocate in the name of patients and their families. proactively identify and manage Patient Advocates proactively identify and manage patient related issues in a timely manner through conducting daily rounds on inpatient units. Patient Advocacy data are collected from the various services, and findings are shared with concerned departments as part of the quality improvement process. The advocacy service is available 24 hours / 7 days a week.
Advocacy Services cont’d Functions Be proactive in identifying service delivery problems Serve as a formal grievance mechanism for patient/family Analyze the grievance/complaint and communicate with concerned department/unit Initiate corrective action for resolution of actual complaint or prevention of potential problem in coordination with unit/department concerned
Advocacy Services cont’d Respond back to patient/family on the strategies taken. Follow up on the actions taken to prevent similar complaints Document all complaints received. Gather data of trending complaints. Submit periodic progress reports to track outcomes.
AUBMC Goals: Patient-centered care Quality and Safety Service Excellence Operational Efficiency Financial Performance to support our Mission
Patient Affairs’ Coding Matrix: Access to care Finance Accommodation - Physical structure Accommodation - Laundry Accommodation - Housekeeping Accommodation - Food: quality and choice Accommodation – Parking Accommodation - Transport services Accommodation - Noise Attitude: Respect and Caring Communication and Coordination of Care Equipment failure / malfunction Patients’ rights - Information and Engagement Patients’ rights - Confidentiality and privacy
Patient Affairs’ Coding Matrix: cont’d Quality - Delay in treatment Quality - Pain management Quality - Skills and competency Quality - Treatment and plan of care Quality - Discharge planning Safety - Patient identification Safety - Medications and treatment Safety – Infection Safety - Adverse Events and incidents Patient Education Timely responsiveness Waiting time
Complaint Management At AUBMC, we have many policies that protect patients and their families. One important policy for patient affairs is: Complaints and Compliments Management (GLD-ADM-003)
Complaints and Compliments Policy The process includes: receiving, investigating and resolving complaint in an effective and efficient manner. Complaints are handled in a strictly confidential manner as per the Patient Confidentiality, Security, Privacy and Release of Patient Information Policy (MCI-MUL- 002) Every complaint is answered in an attempt to ensure service recovery in a timely manner. An apology is made where a problem clearly lies in a service or level of care.
How??? Ensuring prompt and efficient communication Identifying the cause of the complaint Responding sympathetically Taking the appropriate remedial action Communicating the outcome of the complaint with the complainant Conforming that the complaint is satisfied with the outcome
Complaints that are not resolved at the POINT OF SERVICE??? Direct them to the Patient Relations Office, Phase II, first floor Ext: 6010 Email: firstname.lastname@example.org@aub.edu.lb
Process The Patient Relations’ manager role: Acknowledge the receipt of complaint within 2 days Give the complaint a processing number Analyze the complaint and code it as per the coding matrix of patient affairs and link it to AUBMC values and goals. Communicate the complaint with the departments or services involved Collect replies and close the complaint after responding to the complainant.
At the end, remember….. Stressful Anxiety Fear Uncertainty Confusion Sickness Helpless … What about the FAMILY
Treat your patient with Empathy Place yourself in the shoes of your patient!