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. A patients perception IS their reality
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

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

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

13. Attitudes & Communication
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

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

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
Patient call
Automated Phone Tree
Emergency- 911
Doctors Office
Appointment
Medication
Laboratory
“0” for real person
Specified Staff
Action

22. Human (criteria to guide/triage) # for Emergency Services
Telephone Call Mgt Algorithm
Patient call
Human (criteria to guide/triage)
Emergency
Poison Control #
# for Emergency Services
Specified Staff
Routine
Urgent
Physician
Policy
Laboratory
Appointments

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 Agree
Agree
Disagree
Strongly Disagree
Not Applicable
It was easy to schedule a convenient appointment. o
The staff was courteous and helpful.
The time in the waiting room was reasonable.
The forms were easy to understand and complete.
The waiting area was comfortable.
The physician gave me his/her complete attention.
The physician answered my questions clearly.
I was satisfied with my visit with the physician.
I was satisfied by the follow-up appointment scheduling.
I was satisfied with contacting the office by phone.
I received the results of my labs and/ or tests in a timely manner.
I am satisfied with the quality of care I received.
I would recommend the physician/office to friends.
What can we do to make your office visit better?

27. Event Management Investigate Coordinate communications Resolution Who
How
Coordinate communications
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

34. Questions??