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Patient satisfaction

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Nc Das
Nc Das

The presentation describes in brief the patients need, expectations and how to develop the patient care and feedback system to obtain maximum patient satisfaction.

Santé & MédecineBusiness
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PATIENT SATISFACTION DR. N. C. DAS
WHAT IS PATIENT SATISFACTION ,[object Object],[object Object]
CHALLANGE FOR HEALTH CARE ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
OBJECTIVE OF PATIENT SATISFACTION ,[object Object],[object Object],[object Object],[object Object],[object Object]
WHY PATIENT SATISFACTION ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
PRINCIPLES OF PATIENT SATISFACTION ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
TEN PILLARS OF PATIENT SATISFACTION ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],*(Wendy Leebov 1984, “The Ten Pillars”)
MEDICAL PRACTICE IN THE PAST MEDICAL PRACTICE
MEDICAL PRACTICE TODAY MEDICAL PRACTICE
HOSPITAL CUSTOMER HOSPITAL CUSTOMER ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
TYPES OF CUSTOMERS ,[object Object],[object Object],[object Object],[object Object]
ADVANTAGE OF PATIENT SATISFACTION ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
ADVANTAGE OF PATIENT SATISFACTION PATIENT SATISFACTION MORE NAME- FAME – REPUTATION GOOD PERCEPTION GOAL ATTAINMENT RE-VISIT HIGHER EXPECTATION
DETERMINANTS OF PATIENT SATISFACTION CUSTOMER SATISFACTION EXPECTATION PERCEPTION AT EXIST AFTER EXIST AT ENTRY DURING STAY
DETERMINANTS OF SATISFACTION EXPECTATION SATISFACTION PERCEPTION ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
EXPECTATION ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
SATISFACTION ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
PERCEPTION ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
QUALITY MEDICAL CARE MODEL OF PATIENT SATISFACTION CUSTOMER CONTINUITY OF EFFECTIVE CARE COMMITMENT OF HOSPITAL STAFF PHYSICAL FACILITY POSITIVE ATTITUDE OF CARE PROVIDERS SATISFACTION LEVEL
FACTORS INFLUENCING PATIENT SATISFACTION PATIENT SATISFACTION APPROPRIATENESS (RELEVANT PATIENT CARE) TIMELINESS RIGHT TREATMENT/ RESPONSE AT NIGHT TIME RESPECT & CONCERN (SYMPATHY & CONSCIOUSNESS) SAFETY OF PATIENT (SAFE ENVIRONMENT) CONTIUNITY (TREATMENT & OUTSIDE) EFFECTIVENESS (CORRECTNESS TREATMENT) EFFICACY (RESPONSE LEVEL TO TREATMENT) AVAILABILITY (TREATMENT AS PER PATIENTS REQUIREMENTS) EFFICIENCY (CAPABILITY & RESOURCE AVAILABILITY)
PLACES VALUE PATIENT SATISFACTION RECEPTION COUNTER BILLING & PAYMENT TIMELY, ACCURATE BILLING FLEXIBILITY IN PAYMENT INDOOR SERVICES ADMISSION COUNTER OPD REGISTRATION INFORMATION COUNTER FACILITIES IN OPD POINTS CASUALTY & EMERGENCY ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
ROLE OF PROFESSIONALS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
ROLE OF PATIENT/RELATIVES ,[object Object],[object Object],[object Object],[object Object],[object Object]
ROLE OF SOCIETY ,[object Object],[object Object],[object Object]
MEASUREMENT OF PATIENT SATISFACTION ,[object Object],[object Object],[object Object],[object Object]
STRUCTURED QUESTIONNAIRE BASED PATIENTS SELF ASSESMENT AT DISCHARGE (Likert Scale) STAFF OPINION ABOUT PATIENT DURING STAY ANALYSIS OF LAMA CASES MEDIA COVERAGE COMMUNITY RESPONSE (INCREASE PATIENT NUMBER) EVALUATION PROFORMA PATIENT’s RELATIVE DURING STAY VISITORS BOOK EXIT INTERVIEW SUGGESTION BOX REPEAT VISIT TO HOSPITAL PATIENT SATISFACTION ANALYSIS PATIENT SATISFACTION ANALYSIS
Hospital Administration Made Easy http//hospiad.blogspot.com An effort solely to help students and aspirants in their attempt to become a successful Hospital Administrator. hospi ad DR. N. C. DAS
 

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Patient satisfaction

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  • 10. MEDICAL PRACTICE TODAY MEDICAL PRACTICE
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  • 14. ADVANTAGE OF PATIENT SATISFACTION PATIENT SATISFACTION MORE NAME- FAME – REPUTATION GOOD PERCEPTION GOAL ATTAINMENT RE-VISIT HIGHER EXPECTATION
  • 15. DETERMINANTS OF PATIENT SATISFACTION CUSTOMER SATISFACTION EXPECTATION PERCEPTION AT EXIST AFTER EXIST AT ENTRY DURING STAY
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  • 23. QUALITY MEDICAL CARE MODEL OF PATIENT SATISFACTION CUSTOMER CONTINUITY OF EFFECTIVE CARE COMMITMENT OF HOSPITAL STAFF PHYSICAL FACILITY POSITIVE ATTITUDE OF CARE PROVIDERS SATISFACTION LEVEL
  • 24. FACTORS INFLUENCING PATIENT SATISFACTION PATIENT SATISFACTION APPROPRIATENESS (RELEVANT PATIENT CARE) TIMELINESS RIGHT TREATMENT/ RESPONSE AT NIGHT TIME RESPECT & CONCERN (SYMPATHY & CONSCIOUSNESS) SAFETY OF PATIENT (SAFE ENVIRONMENT) CONTIUNITY (TREATMENT & OUTSIDE) EFFECTIVENESS (CORRECTNESS TREATMENT) EFFICACY (RESPONSE LEVEL TO TREATMENT) AVAILABILITY (TREATMENT AS PER PATIENTS REQUIREMENTS) EFFICIENCY (CAPABILITY & RESOURCE AVAILABILITY)
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  • 30. STRUCTURED QUESTIONNAIRE BASED PATIENTS SELF ASSESMENT AT DISCHARGE (Likert Scale) STAFF OPINION ABOUT PATIENT DURING STAY ANALYSIS OF LAMA CASES MEDIA COVERAGE COMMUNITY RESPONSE (INCREASE PATIENT NUMBER) EVALUATION PROFORMA PATIENT’s RELATIVE DURING STAY VISITORS BOOK EXIT INTERVIEW SUGGESTION BOX REPEAT VISIT TO HOSPITAL PATIENT SATISFACTION ANALYSIS PATIENT SATISFACTION ANALYSIS
  • 31. Hospital Administration Made Easy http//hospiad.blogspot.com An effort solely to help students and aspirants in their attempt to become a successful Hospital Administrator. hospi ad DR. N. C. DAS
  • 32.