Health Care

Health care is the prevention, treatment,
 and management of illness and the
 preservation of mental and physical
 well-being through the services offered
 by the medical, nursing, and allied
 health professions. The organised
 provision of such services may
 constitute a health care system.
Patient Satisfaction
Employee satisfaction and retention have always been
  important issues for physicians. Satisfied employees
  tend to be more productive, creative and
  committed to their employers, and recent studies
  have shown a direct correlation between staff
  satisfaction and patient satisfaction.
Family physicians who can create work environments
  that attract, motivate and retain hard-working
  individuals will be better positioned to succeed in a
  competitive health care environment that demands
  quality and cost-efficiency. What's more, physicians
  may even discover that by creating a positive
  workplace for their employees, they've increased
  their own job satisfaction as well.
How measurement
   Beginning in 1996, Hewitt Associates, the
    international management consulting firm,
    began to develop an extensive health plan
    database: the Hewitt Health Value Initiative.
    The database includes health plans'
    responses to an extensive questionnaire
    about operations, quality-improvement
    programs, provider contracting, and other
    activities. The survey has been conducted
    annually since 1996 and contains responses
    from over 500 plans.
Why Patient Satisfaction?
How Important?
   Without acceptable levels of patient
    satisfaction, health plans may not get
    full accreditation and will lack the
    competitive edge enjoyed by fully
    accredited plans. Most MCOs now
    undergo some kind of formal
    accreditation, and therefore measure
 Results of a
Five Ways To Satisfy
Patients, In Less Time
   Find out about your patient’s
    needs first;
   Be prepared;
   Put it in writing;
   Minimize interruptions;
   Help patients create relationships
    with your support staff;
Strategies for Communicating
        with Patients
   Introduce yourself and your role at each encounter.
   Try to determine the need behind repeated questions or
   Let your patient know that you are changing the subject.
    “Now let’s talk about….”
   Don’t interrupt.
   Avoid figurative terms that patients may interpret literally. For
    example, “We’re ready to take you to the floor now.”
   Align your facial expression and your message. Don’t frown as
    you say “You’re daughter’s come to visit.” (Unless that’s a bad
    thing of course!)
   Avoid quick movements that may frighten or upset your

   Don’t patronize.

   Understand and acknowledge frustration.

   Use your patient’s name.

   Use appropriate touch to gain your patient’s attention.

   Face your patient when you are speaking to him/her. You can
    startle anyone when your first words are from behind a

   Ask your patient to do one thing at a time, as opposed to two
    or three things. Don’t say “Take off your shoes and shirt and
    then sit on the examining table.”

   Thank your patient for talking with you.
How To Inspire Trust?
   Keep your promises.
   Use appropriate touch.
   Put yourself in your
    patient’s place.
   Protect patient confidentiality.
   Provide orientation for new patients.
   Find out what your patient needs first.
   Be conspicuously obvious about
    following standard precautions.
How To Encourage
Patient Follow-Through?
   Give instructions in writing.
   Have others in your organization
    reinforce your message.
   Let your patient know what to expect
    if he doesn’t follow the agreed-upon
    treatment plan.
   Give your patient a log or ask him to
    keep a diary to record his progress.

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