10 Sources of Dissatisfaction Prolonged Waiting TimesIsolation in the Exam RoomLack of Understanding Diagnosis & Treatment PlanDifficulty in Obtaining an AppointmentBilling DisputesComplaints Not Addressed Timely
11 #1 Source of Dissatisfaction Staff/PhysicianAttitudes & Communication
16 Attitudes & Communication Employ Active Listening Skills (con’t)Be attentive to the patientNever appeared to be hurriedMaintaining eye contactAvoid external distractionsBe empathetic & supportiveAddress concerns or anxietiesBe sensitive to what the patient isn’t saying
18 Attitudes & Communication Avoid Medical JargonUse simple termsTypical patient education levels grade 8Encourage patient feedbackReflective techniquesSummarize and Repeat Essential Points
19 Telephone Communication Consider this…Patients introduction to the practicePatients rate communication as yardstick ofquality 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 callAutomated Phone TreeEmergency- 911Doctors OfficeAppointmentMedicationLaboratory“0” for real personSpecified StaffAction
22 Human (criteria to guide/triage) # for Emergency Services Telephone Call Mgt AlgorithmPatient callHuman (criteria to guide/triage)EmergencyPoison Control ## for Emergency ServicesSpecified StaffRoutineUrgentPhysicianPolicyLaboratoryAppointments
24 Patient Satisfaction Surveys What they can do:Identify ways of improving your practiceQuality IssuesAccess IssuesInterpersonal IssuesDemonstrate that your practice is interested in quality and in improvingIdentify dissatisfied patients for follow up
25 Patient Satisfaction Surveys TypesIn OfficeGiven at patient check in (consistently)Provide drop off boxMailSent immediately following visitAllows for anonymous responseProvide self addressed envelopeTelephoneCall within a defined period of timeAllows 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 yearsStrongly AgreeAgreeDisagreeStrongly DisagreeNot ApplicableIt was easy to schedule a convenient appointment.oThe 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 HowCoordinate communicationsPost adverse event enhanced communicationResolutionDisclosures“I’m sorry” vs. “I’m responsible”
28 Event Management How to reduce events: Establish realistic expectations with patientsProvide ongoing training to staffEvaluate operations and establish best practicesPreview patient charts the day beforeDiscuss scheduling with staff & physiciansUse tasking lists to improve efficiency
29 Physician Perspective Every member of the medical team plays a role in patient satisfactionStaff influence on patient satisfaction makes physicians job easierEstablishing 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 diffusea difficult situation
31 Medical Malpractice Perspective 40% of Med Mal cases in the U.S. are groundlessRecent Ohio Department of Insurance Report80% of claims reported in Ohio close without payment to plaintiffAverage cost to defend $35,603 per claimTotal defense expenses $103,033,668Increase of 37% from prior yearAverage payment to plaintiffs $315,635 per claimTotal payments to plaintiffs $235,463,393Increase of 10% from prior year
32 Medical Malpractice Perspective Patient Dissatisfaction = Patient Motivationto File LawsuitsAggravation FactorPoor CommunicationLack of InformationLack of Developed RelationshipANGERPhysicians & Staff IMPACT Risk Factors
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