1. Advocacy services Complaint management At AUBMC
Patient Affairs
Advocacy services
Complaint management
At AUBMC

2. Outline Why Patient Affairs?!?!?! Advocacy Services
Aim
Functions
Outcome
Complaint management
Policy
Process

3. Age of the Customer Age of Information Age of Distribution?
Age of Distribution
Age of manufacturing
Source: June 6, 2011, “Competitive Strategy In The Age Of The Customer” Forrester Report

4. 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.

5. 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.

6. Advocacy Services
The Patient Advocates are health care Professionals.
Their main responsibility is to advocate in the name
of patients and their families.
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.

7. 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

8. 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.

9. Advocacy Services cont’d
Outcome

10. Outcome cont’d Visited Departments Patient Satisfaction projects
All inpatient units
Outpatients: PC, FM, ED, Basile Outpatient
Patient Satisfaction projects
Assist the administration in projects that impact patient satisfaction.

11. Coding of Patient concerns
AUBMC core Values:
Respect
Integrity
Teamwork and Collaboration
Accountability
Stewardship
Diversity

12. AUBMC Goals: Patient-centered care Quality and Safety
Service Excellence
Operational Efficiency
Financial Performance to support our Mission

13. Accommodation - Physical structure Accommodation - Laundry
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

14. 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

15. Complaints and Compliments Management (GLD-ADM-003)
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)

16. 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.

17. Process of handling a complaint
First Remember
All AUBMC staff shall make every effort to resolve complaints at the
POINT OF SERVICE courteously and fairly.

18. 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

19. Complaints that are not resolved at the POINT OF SERVICE???
Direct them to the Patient Relations Office, Phase II, first floor Ext:

20. 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.

21. At the end, remember…. Sickness Uncertainty Helpless
… What about the FAMILY
Stressful
Anxiety
Fear
Confusion

22. Treat your patient with Empathy
Place yourself in the shoes of your patient!

23. Thank you