The slide was prepared with a view on improving patient satisfaction by nurses in health care settings

1. Prepared by:
H. VUNGNGAIHMAWI
MSc. Nursing.
Asst. Coordinator, CNE Cell,
VMMC & SJH, New Delhi

2. PATIENT
SATISFACTION??

4. What is patient satisfaction
• Patient satisfaction is the patient’s
perception of care received compared
with the care expected.
• Patient satisfaction is a measure of
the extent to which a patient is content
with the health care which they
received from their health care provider
.

5. OBJECTIVES OF PATIENT
SATISFACTION
• Patient satisfaction efforts need to shift away from
simply “making patients happy,” to delivering
individualized treatment to optimize care.
• Delivering the right thing for the right patient when
and where they need it.
• Not only to satisfy and cared-for patients and
families, but also a positive outcome for your staff,
your community and your organization’s health.
• Patient Satisfaction depends on workers motivation,
dedication and duty towards the patients.

6. WHY PATIENT SATISFACTION
• Increased lay knowledge.
• Increased awareness of professional
fallibility and diagnostic uncertainty.
• Rise in scepticism about
medicine/science.
• Awareness of wider influences on
health.

7. WHY PATIENT SATISFACTION
• Shift in focus from acute to chronic
conditions
• Wide variation in clinical practice
• Pressure to increase accountability
• Pressure to democratise public health
systems
• Shift from objective to subjective
patient care.

8. FACTORS
INFLUENCING
PATIENT
SATISFACTION

9. Patience is the state of
endurance under difficult
circumstances, which can mean
persevering in the face of delay
or provocation without acting on
negative annoyance/anger; or
exhibiting forbearance.

10. FACTORS INFLUENCING
PATIENT SATISFACTION:
Effective & Appropriate
communication skills

11. FACTORS INFLUENCING
PATIENT SATISFACTION:
Good nurse -patient relationship

12. FACTORS INFLUENCING
PATIENT SATISFACTION:
Patient information

13. FACTORS INFLUENCING
PATIENT SATISFACTION:
Duration and efficiency of care

14. FACTORS INFLUENCING
PATIENT SATISFACTION:
Job satisfaction of health care provider

17. PRINCIPLES OF PATIENT SATISFACTION
1. QUALITY OF CARE: The quality
patient experience doesn’t happen by
accident but by standardized
practice. A consistently great patient
experience is not a matter of
attitude, awareness or positive intent
but a matter of design and
continuous quality improvement.

18. PRINCIPLES OF PATIENT SATISFACTION
2. MANAGING ANXIETY, FEAR AND
PAIN: “ Anxiety is the rust of life,
destroying its brightness and
weakening its power.” (Anon)
Patients are highly anxious. To
create an exceptional patient
experience, we need to focus on
preventing or lessening anxiety for
patients and families.

19. PRINCIPLES OF PATIENT SATISFACTION
3. COMMUNICATION: Some emotions
don't make a lot of noise. If we don’t
communicate our caring, patients
and families might think we don’t
care.
4. PERSONAL ATTENTION: Patients
and families want personalised care
and service.

20. PRINCIPLES OF PATIENT SATISFACTION
5. STAFF ACCOUNTABILITY: All staff
must be accountable for their role
like:
Clear responsibility
Clear performance
Sound measurement and feedback
Courageous conversations
Consequences reporting

21. PRINCIPLES OF PATIENT SATISFACTION
• SOUND ORGANISATION CULTURE:
The more strongly your hospital’s
culture supports the quality patient
experience, the more sustainable are
impressive levels of patient
satisfaction. Effective long-term
strategies inevitably involve a fresh
look at the hospital culture and how
it drives or restrains your patient
experience vision.

22. TEN PILLARS OF PATIENT
SATISFACTION 1. Leadership Vision and Commitment
2. Process Design and Continuous Improvement
3. Employee Engagement and Empowerment
4. Accountability
5. Measurement and feedback
6. Communication, communication and
communication
7. Staff Development and Training
8. Reward and Recognition
9. Service Recovery
10.Relentless Focus and Sustainability

24. Nursing practice in the past
DOCTOR/ NURSE
WAS GOD
SUPREME
AUTHORITY
PATIENT WAS
SERVANT/ THE
DISCIPLE
N
U
R
S
I
N
G
P
R
A
C
T
I
C
E

25. Nursing practice in Today
DOCTOR/
NURSE IS THE
SERVICE
PROVIDER
PATIENT IS THE
CUSTOMER/
SUPREME
AUTHORITY
N
U
R
S
I
N
G
P
R
A
C
T
I
C
E

28. ADVANTAGES OF PATIENT SATISFACTIONPatient
Satisfaction
• Greater profitability.
• improved patient
retention and patient
loyalty.
• increased patient
referrals.
• improved compliance.
• improved productivity.
• better staff morale.
Staff Satisfaction
• reduced staff turnover.
• improved collections.
• Greater efficiency.
• reduced risk of
malpractice suit.
• personal and
professional
fulfilment.

31. PATIENT SATISFACTION ANALYSIS

32. • To help improve patient satisfaction,
hospital and health system leaders
should ensure they are taking a
holistic, team approach that uses their
organization’s available resources—
including the health care physical
environment and the professionals who
manage those spaces.

33. HAPPY NURSE =
HAPPY PATIENT

35. YOUR SUGGESTION ON
IMPROVING SATISFACTION IN
PATIENT IN SAFDARJUNG
HOSPITAL….?????