Presentation is loading. Please wait.

Presentation is loading. Please wait.

Patient Satisfaction “A” Team Effort Tony Volpe, MD Medical Director of Professional Liability & Risk Management Melissa Pickelheimer, RPLU Operations.

Similar presentations


Presentation on theme: "Patient Satisfaction “A” Team Effort Tony Volpe, MD Medical Director of Professional Liability & Risk Management Melissa Pickelheimer, RPLU Operations."— Presentation transcript:

1 Patient Satisfaction “A” Team Effort Tony Volpe, MD Medical Director of Professional Liability & Risk Management Melissa Pickelheimer, RPLU Operations & Underwriting Officer – PLPP

2 Patient Satisfaction….. EVERY MEMBER OF THE MEDICAL TEAM PLAYS A ROLE

3 Consider this….. Dissatisfaction occurs for many reasons unrelated to direct patient care A patients perception IS their reality

4 Perception vs. Expectation Influencing Expectation Minimum Expectation  To be listened to  To be cared about  To receive clear & understandable information Treat patients as you would like to be treated

5 Satisfied Patients Will….. Follow Treatment Recommendations Follow Referral Recommendations Remain Loyal Patients File Fewer Malpractice Claims

6 Sources of Dissatisfaction Prolonged Waiting Times

7

8 Sources of Dissatisfaction Prolonged Waiting Times Isolation in the Exam Room Lack of Understanding Diagnosis & Treatment Plan

9

10 Sources of Dissatisfaction Prolonged Waiting Times Isolation in the Exam Room Lack of Understanding Diagnosis & Treatment Plan Difficulty in Obtaining an Appointment Billing Disputes Complaints Not Addressed Timely

11 #1 Source of Dissatisfaction Staff/Physician Attitudes & Communication

12

13 Can be: Verbal Written Behavioral  Body Language  Mannerisms

14 Attitudes & Communication Employ active listening skills  Ask probing questions to ensure patient understanding Encourage patient participation Avoid interrupting patient  Body Language Lean forward Avoid crossing arms or other negative signs

15

16 Attitudes & Communication Employ Active Listening Skills (con’t)  Be attentive to the patient Never appeared to be hurried Maintaining eye contact Avoid external distractions  Be empathetic & supportive Address concerns or anxieties Be sensitive to what the patient isn’t saying

17

18 Attitudes & Communication Avoid Medical Jargon  Use simple terms Typical patient education levels grade 8  Encourage patient feedback Reflective techniques  Summarize and Repeat Essential Points

19 Telephone Communication Consider this… Patients introduction to the practice Patients rate communication as yardstick of quality of care

20 Telephone Triage What’s on your Menu? How do you use the Hold Button? Why are Repeat Calls an indicator? Who is Monitoring your phone etiquette?

21 Telephone Call Mgt Algorithm

22

23 Measuring Patient Satisfaction Patient Satisfaction Surveys Tracking Patient Referrals External Evaluations Internal Evaluations Tracking/Trending Complaints

24 Patient Satisfaction Surveys What they can do:  Identify ways of improving your practice Quality Issues Access Issues Interpersonal Issues  Demonstrate that your practice is interested in quality and in improving  Identify dissatisfied patients for follow up

25 Patient Satisfaction Surveys Types  In Office Given at patient check in (consistently) Provide drop off box  Mail Sent immediately following visit Allows for anonymous response Provide self addressed envelope  Telephone Call within a defined period of time Allows for further probe if issues are identified

26 Patient Satisfaction Survey Example Thank you for completing this short survey. Your answers will help us serve you better. How long have you been a patient here? o 1st visit o Less than 1 year o 1-3 years o Greater than 3 years Strongly AgreeAgreeDisagree Strongly Disagree Not Applicable It was easy to schedule a convenient appointment. ooooo The staff was courteous and helpful. ooooo The time in the waiting room was reasonable. ooooo The forms were easy to understand and complete. ooooo The waiting area was comfortable. ooooo The physician gave me his/her complete attention. ooooo The physician answered my questions clearly. ooooo I was satisfied with my visit with the physician. ooooo I was satisfied by the follow-up appointment scheduling. ooooo I was satisfied with contacting the office by phone. ooooo I received the results of my labs and/ or tests in a timely manner. ooooo I am satisfied with the quality of care I received. ooooo I would recommend the physician/office to friends. ooooo What can we do to make your office visit better?

27 Event Management Investigate  Who  How Coordinate communications  Who  Post adverse event enhanced communication Resolution  Disclosures  “I’m sorry” vs. “I’m responsible”

28 Event Management How to reduce events:  Establish realistic expectations with patients  Provide ongoing training to staff  Evaluate operations and establish best practices Preview patient charts the day before Discuss scheduling with staff & physicians Use tasking lists to improve efficiency

29 Physician Perspective Every member of the medical team plays a role in patient satisfaction Staff influence on patient satisfaction makes physicians job easier Establishing realistic expectations for patients allows them to be met

30 Physician Perspective Dissatisfaction + Adverse Event = CLAIM “Sorry we’re behind.” “What else can we do for you.” “Would you like to re-schedule?” Can diffuse a difficult situation

31 Medical Malpractice Perspective 40% of Med Mal cases in the U.S. are groundless Recent Ohio Department of Insurance Report  80% of claims reported in Ohio close without payment to plaintiff  Average cost to defend $35,603 per claim Total defense expenses $103,033,668 Increase of 37% from prior year  Average payment to plaintiffs $315,635 per claim Total payments to plaintiffs $235,463,393 Increase of 10% from prior year

32 Medical Malpractice Perspective Patient Dissatisfaction = Patient Motivation to File Lawsuits  Aggravation Factor Poor Communication Lack of Information Lack of Developed Relationship ANGER Physicians & Staff IMPACT Risk Factors

33

34 Questions??


Download ppt "Patient Satisfaction “A” Team Effort Tony Volpe, MD Medical Director of Professional Liability & Risk Management Melissa Pickelheimer, RPLU Operations."

Similar presentations


Ads by Google