1. UNDERSTANDING PATIENTS’ NEEDS AND CUSTOMER SATISFACTION
UNIT THREE
UNDERSTANDING PATIENTS’ NEEDS AND CUSTOMER SATISFACTION

2. OUTLINE OF PRESENTATION
Introduction
Objectives of the presentation
Content
Conclusion

3. INTRODUCTION
It is a process or activities put in place to maximize customer/client satisfaction
Therefore an excellent customer care involves identifying client/patient’s expectations at the service centre and meeting them

4. METHODOLOGY
Brainstorming
Discussion
Lecture

5. OBJECTIVES
By the end of the presentation, participants should be able to:
Explain what customer satisfaction is
Classify patients’ needs
State the benefits of customer satisfaction
Enumerate the barriers in providing good customer care

6. CLIENTS’ NEEDS
Technical needs
Personal needs

7. TECHNICAL NEEDS
Are specific to the individual clients with respect to his/her peculiar medical or surgical condition, treatment outcome
It is provided with the use of knowledge, skills, practices and medical interventions of the service provider
Client cannot judge accurately the technical quality of the service provider
E.g. patients with pneumonia
Pregnant woman for ANC

8. Psychological and social needs Common to all patients
PERSONAL NEEDS
Psychological and social needs
Common to all patients

9. FACTORS THAT INFLUENCE THE PERSONAL NEEDS OF THE CLIENTS
Age
Educational background
Gender
Profession
Cultural beliefs
Religious affiliation
Income level
Social status

10. PERSONAL NEEDS Providing information about the condition
Respect for dignity
Timeliness of service delivery
Safe treatment
Excellent physical environment

11. PATIENTS’ NEEDS cont’d
In order to meet the total (biopsychosocial) needs of a patient one needs to apply
C – communication
A – attentive
R – respect
E – enthusiasm
S – safe care

12. BENEFITS OF CUSTOMER SATISFACTION
Loyalty and familiarity
High compliance
Trust and confidence
High patronage
Absence/low medico-legal issues

13. CUSTOMER DISSATISFACTION
Things that make patients dissatisfied include:
Discourtesy, impolite and abusive behavior
Slow response to providing health care
Incompetence in service delivery
Unattended customer complaints
Poor customer feedback system
Poor information

14. BARRIERS TO PROVIDING GOOD CUSTOMER CARE
Obsolete/non-fuctional equipment
Work overload
De-motivated staff
Poor infrastructure
Inadequate staff

15. CONCLUSION
Understanding patient /client needs result in customer satisfaction
It helps the organization to grow and enhance its reputation
The barriers to good customer satisfaction are discourtesy, obsolete equipment etc

16. THANK YOU