Customer Satisfaction in the Healthcare Setting ASQ Tutorial
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Transcript of Customer Satisfaction in the Healthcare Setting ASQ Tutorial
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Why Customer Satisfaction?
Customer Side of Quality MeasurementRepresents the customers perception of
quality (expectations vs. experience)Healthcare consumers expectations areformed in various ways:
TV shows, commercials
Other media: newspapers, books, moviesPrevious experiences as patient or visitor Stories of relatives and friends
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Who Are Customers?Customers can be external or internal
Patients are external customers of the entirehealthcare systemInternal customers in the healthcare system can
also be considered customers of each other attimesPhysiciansNursesPharmacists
Physical/Occupational TherapistsSocial WorkersMany kinds of technicians and supportstaff
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Internal Customer Satisfaction
Generally ignored in the pastMore recent emphasis on employee work
satisfactionParticularly noted in nursing with the issue of the increasing shortageEffects of unsatisfied workers on externalcustomersNeed to confront organizational andbehavioral barriers within organizations
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Internal Marketing
Efforts at internal marketing of customer satisfaction may be needed to
break down barriers to developingcustomer satisfaction for the externalcustomer
happy campers
workplace of choice
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What will satisfy customers?
Positive affectEnhances problem solving
Better decision-makingLeads to cognitive processing that is
FlexibleInnovative
CreativeThoroughEfficient
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Cognitive Effects of Positive
AffectLeads To:
Helping
GenerosityInterpersonal understanding
Thus the work environment and peoplein it affect the satisfaction of the externalcustomers
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What is Customer Satisfaction?
What it that we are concerned about in relationto customers?
The perception of the quality of care/service/product
The varying degree to which expectations are notmet, are met or even exceeded
Maintaining the relationship for the opportunity todo business again.
Hospital- projected increased revenue of $2.3 million if satisfaction increased
slightly
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What do external customers
want?Please! A little respect and commoncourtesy.
To be taken seriously, not dismissed.A responsive attitude when asking for something.Presence of providers when
administering care.Continuity & TimelinessSafe clean error free environment
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Example: Hospital Stay
Admission processCouldnt locate previous admission records
MD that we were told to have paged wasnot the one on-callRoom not readyExtremely uncomfortable (pain and chills)
Requested blanket- not availableRequired to go to the holding unit eventhough not necessary as room was ready
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Example contdOn the unit
Unit admissionNurse 1: Who is the patient?Patient in a lot of painKept asking health history questions
Nurse 2 starts IVLeaves trash on table
Nurse 1 returns with IV pain medicationProceeds to clean up the table, discard materialsinstead of administering pain med.Administers pain med and proceeds to complete thehistory as I will get in trouble for not finishing it on myshift.Patient indicates unwillingness to continue until the nextmorning.
Patient resolves never to return
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Key: Reliable & Valid
MeasurementWe pay attention to what we measure.
Measured things end up in reports
Reports get circulatedVisual displays very usefulhttp://www.brighamandwomens.org/family/qualitycare/satisfaction.asp
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Press Ganey Survey
1. Admissions2. Meals3. Rooms4. Discharge5. Physicians6. Nurses7. Visitors and Family8. Tests and Treatments9. Personal Issues10. Overall Assessment
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We Pay Attention To What WeMeasure
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We Pay Attention To What WeMeasure
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Brigham & Womens Hospital
http://www.brighamandwomens.org/f a mily/qualitycare/satisfaction.asp
Press Ganey report posted on the hospital website
http://www.pressganey.com/
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Resources
Rand Corporation:http://www.rand.org/health/surveys/patient.e
http://www.rand.org/health/surveys/patient.s
http://www.rand.org/health/surveys/patient.englishsurvey.pdfhttp://www.rand.org/health/surveys/patient.spanishsurvey.pdfhttp://www.rand.org/health/surveys/patient.spanishsurvey.pdfhttp://www.rand.org/health/surveys/patient.englishsurvey.pdf