Patient Affairs Advocacy services Complaint management At AUBMC.
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Transcript of Patient Affairs Advocacy services Complaint management At AUBMC.
Patient Affairs
Advocacy servicesComplaint management
At AUBMC
Outline Why Patient Affairs?!?!?! Advocacy Services
Aim Functions Outcome
Complaint management Policy Process
Age of manufacturing
Age of Distribution
Age of Information
Age of the Customer
1900 -
1960
1960 -
1990
1990 -
2010
2010 -
?
Source: June 6, 2011, “Competitive Strategy In The Age Of The Customer” Forrester Report
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.
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.
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.
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
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.
Advocacy Services cont’d
Outcome
Outcome cont’d
Visited Departments All inpatient units Outpatients: PC, FM, ED, Basile Outpatient
Patient Satisfaction projects Assist the administration in projects that
impact patient satisfaction.
Coding of Patient concerns
AUBMC core Values: Respect Integrity Teamwork and Collaboration Accountability Stewardship Diversity
AUBMC Goals:
Patient-centered care Quality and Safety Service Excellence Operational Efficiency Financial Performance to support our Mission
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
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
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)
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.
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.
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
Complaints that are not resolved at the POINT OF SERVICE???
Direct them to the Patient Relations Office, Phase II, first floor
Ext: 6010Email: [email protected]
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.
At the end, remember….
. Stre
ssful
Anxiety
Fear
Uncertainty
Confusion
Sickness Helpless
… What about the FAMILY
Treat your patient with
Empathy
Place yourself in the shoes of your patient!
Thank you