scha satisfaction

7/23/2019 SCHA Satisfaction

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Improving PatientSatisfaction byRenovating Your Clinic

Presented by:Marie DeRamusRN,BSNClinic Manager



1.Defne Patient Satisaction

Defnition o patientsatisaction

List sta responsibility

List contributors to patientsatisaction !PatientSatisfers"

Be#a$ioral %b&ecti$es andContent



'. Discuss how clinic renovationcan improve patientsatisaction

List design concepts t#at(ere specifcallyconsidered or patient

satisaction

Be#a$ioral %b&ecti$es and

Content



). Discuss the results oSatisaction Surveys

*ni$ersity +ealt# CenterSatisaction Sur$ey

Clinic Specifc Satisaction

Sur$ey Sta Sur$ey

Be#a$ioral %b&ecti$es andContent



Patient Satisaction is inuencedby many actors-

Sta buy in to e.cellent customerser$ice is critical-

Design o t#e clinic as (ell as t#eappearance o t#e clinic alsoplays important roles in patientsatisaction-

/opic Rele$ance andDescription



•

• /#e perception o t#e patientabout o one or more aspects

o a medical care system0(#at t#e #ealt#care consumert#in1s about #is2#er care

Defnition o PatientSatisaction



• /o impro$e patient outcomes

• 3ncrease patient retention,loyalty, and gro(t#

• /o increase success (it#accreditation and regulatoryagencies

• /o impro$e reputation, personalpride and satisaction

•

/o 3mpro$e sta satisaction

4#y s#ould (e try toimpro$e patient satisaction5



4e de$eloped ) simple steps toimpro$e patient satisaction

6- Greet patient, be the frst to sayhello and use patient’s name inconversation

2. !plain what will happen ne!t,

includin" cost

#. $mprove eye contact, unlesscontradicted by culture

'766 P3 Pro&ect 3mpro$ePatient Satisaction



6- /o impro$e patients perception o care- /#e current reno$ation pro&ect s#ouldimpro$e patient o(, impro$e ease oaccess and egress o patient, and impro$e

pri$acy or patients'- /#e reno$ation pro&ect (ill also impro$e

sta satisaction (#ic# (ill impactpatient satisaction-

'76' Proposal: 3mpro$e

Customer Satisaction in MedicalClinic 8old and *rgent Care



6- 3ntroduce proposal, set goals and de$eloped timeline at Maysta meeting

'- 9inalie goals at retreat

)- Plan inter$entions at retreat in May '76'

;- De$elop ne( (or1o( processes at retreat

<- Defne perormance measures

=- De$elop separate paper sur$ey

>- /rain sta #o( to use ne( room lig#t status system

?- Mo$e into ne(ly reno$ated clinic (ee1 o @ugust =, '76'

A- 3mplement ne( (or1o( processes @ugust '76'

67- 8at#er data 67'76'

66- $aluate and report 6''76'

Steps o Process



•6- Visit OverallE satisaction (illimpro$e rom ?<->6 F in 9ebruary '76'to A7F in %ctober '76'

•

'- Quality of Time SpentEsatisaction (it# patient (ill increaserom ?<->6F in 9ebruary '76' to A7F in%ctober '76'

•)- Helpfulness and Courtesy ofSta E satisaction (ill increase rom?>-A6F in 9ebruary '76' to A7F in

%ctober '76'E ! E

Perormance Measures



• *ni$ersity +ealt# Center SatisactionSur$ey

• Sta eedbac1 and sur$ey

• Clinic Specifc Paper Sur$ey

Sources o Data



• Gisit o$erall satisaction scoresincreased rom ?<->6F in '26'to A)F in 6726'

• Huality o time spent (it# patientsatisaction scores increased rom ?<->6F to A6-7AF in 6726'

• +elpulness and Courtesy o Stasatisaction scores increased rom ?>-A6F in '26' to A;F in

6726'

#nalysis of data $it% results compared to targeted performance measures&



• /odayIs (ait satisaction scores increased rom >?-;6F in '26' to '()*+, in 6726'-

/#is did not meet our goal-

• During t#e mont# o %ctober (e recei$ed

many positi$e compliments on t#esatisaction sur$ey- /#ese includedcomments suc# as ast and easyservice,% &$ was ta'en care o (uic'ly and

e)ciently,% &veryone $ spo'e to was veryriendly*% &the 'indness and

proessionalism displayed by the sta+*%

@nalysis, continued



Comparison o %ct '766 to %ct '76'Satisaction Sur$ey



6- %ur e.am rooms (ere enlarged toacilitate better communicationbet(een you and t#e sta- +o( doyou rate our ability to communicate (it#you5

'- Please rate your (ait today in MedicalClinic 8old-

)- @not#er goal o t#e reno$ation pro&ect(as to impro$e t#e o( o patientst#roug# t#e clinic- Please rate your

mo$ement t#roug# t#e clinic today-

Clinic Specifc Sur$ey



Patient Survey Results

Poor 9air 8ood Gery 8ood .cellent

7F

67F

'7F

)7F

;7F

<7F

=7F

>7F

?7F

A7F

677F

Patient Survey Results

Huestion 6

Huestion '

Huestion )



• @est#etics are a(esome

• Perect frst $isit

• .cellent communication (it# Dr-

• Gery #elpul, $ery riendly, great super#elpul, Huic1 timing, e.cellent nurse

• $eryt#ing (as great, t#e reno$ations

are $ery nice, 3 elt more comortable#ere t#an at my doctorJs oKce- - -

Comments rom Sur$ey



es No N2@

6- +as t#e reno$ated clinic impro$ed (or1o(5 A

'- +o( do you rate t#e e.am rooms5 Do t#ey

impro$e your ability to communicate (it#

patients5> ' )- Do t#e e.am rooms

impro$e t#e uality o time you spend (it# patients5

< ;

!N@ No @ns(er"

Sta Questionnaire



6- /#e centralied nursing stationimpro$es (or1o(-

'- Gery good, muc# better, lo$e t#e

e.am rooms

)- DiKcult to communicate (it#patient i t#ey are sitting in t#e

c#air, easier or t#e patients, andli1e #a$ing more space-

Sta comments



By paying attention to t#esmall details in planning or ourreno$ation, (e #a$e been

successul in impro$ing patientand sta satisaction-

Conclusion o P3 Study



• Patient Satisaction #as improved-

• /#e ne( call lig#t system, t#ecentralied nursing station, larger e.amrooms and t#e location o urniture and

medical euipment all played signifcantroles in impro$ing satisaction-

• 3n$ol$ing sta and patients in t#e

planning o e$eryday processes isimportant in impro$ing o$erallsatisaction-

Improvements made in processor outcomes&



• /#e Leaders#ip sta #as to betotally sold out on customer ser$ice

•Leaders#ip sta #as to be role

models or sta

•Sta #as belie$e t#at t#eirbe#a$ior impacts patient

satisaction

•Sta #as to communicate (it#patients reuently, 1eeping t#em

inormed

Sta Responsibility



3mpro$e Sta Satisaction



T%e Customer Satisfaction System

+)-reet customers

*)Value customers

.)#s1 #o( to #elp customers

()/isten to customers

0)In$ite customers bac1

+ey, 3Im t#e CustomerE by Ron 4illing#am



• no( my name

• Loo1 at me

•

Respect my time• Listen to me

• @ns(er my uestion

• 4rite it do(n

• Be nice

Patient Satisfers



6- 4ayfnding

'- P#ysical Comort

)- Pri$acy and Personal /erritory

;- Peace and t#e @bsence o Noise

<- Sense o Security

9i$e Patient Needsby 4endy Leebo$



•

3t all begins (it# frst impressions Q++ impressions are made (it#int#e frst > seconds

•

9irst impressions are made on t#etelep#one as (ell as in person

• ye contact is important in most

cultures

Customer Ser$ice /ips



• 9ocus on t#e customer, tune t#e(orld out

• /#an1 patients or coming in

• 4#o pays your salaries5 /#ecustomers

Customer Ser$ice /ips

@ + lt# D @ 1



6- 4#at is my main problem5

'- 4#at do 3 need to do5

)- 4#y is it important or me to do t#is5

@ +ealt#y Da(g @s1sHuestions



Ho$ does t%e providersinteraction $it% t%e computerinterfere $it% t%e provider!s

interaction $it% t%e patient1

ritten by -enneth er'a, /D,

0ice President o Physician linical

$nte"ration, /ercy

December #1, 212

+o( does t#e rise o computers ine.am rooms impact patient care5E



.am rooms must be arranged so

t#e pro$iderIs bac1 is not to t#epatient, eye contact is critical tos#o( t#at t#e pro$ider is

listening to t#e patient- Most ot#e time computers areretro2tted to e.am rooms

instead-



Pro$iderIs can s#are inormation(it# patientIs by s#o(ing t#epatient t#e computer screen

Patient Centered Care

3mportant Point to



/#e patient is your customer0you are t#e product t#ey arebuyingE

3mportant Point toRemember



• Patient Satisaction Does NotCorrelate to Huality

• Could Cause %$eruse o@ntibiotics

•

%r %$erordering o /ests

3mportant Points toRemember



• 3mpro$es continuity and #asbeen s#o(n to increase patientsatisaction

• PCM+ #as also been s#o(n toincrease patient in$ol$ement incare (#ic# (ill also lead to

increased patient satisaction

Primary Care Medical +ome



• 3mpro$e patient o( during t#e$isit

• 3mpro$e ease o access and

egress or patient

• 3mpro$e pri$acy or patients

•

3mpro$e t#e grouping andp#ysical relations#ips o clinicassistants to pro$iders

•

3mpro$e t#e sie and

8oals o Reno$ation

9unctional Needs o



Nursing Station centrally located

Medication area (it#in nursingstation

.am rooms must measure at leastA7 suare eet

Clinic @ssistants must be close topro$iders

Ne( Patient Call system

9unctional Needs oReno$ation



6- 4ee1ly Preplanning Reno$ationMeetings began anuary A, '76'

'- Construction begin May 6; T

?:@M

)- Pro&ect #ad to be complete@ugust )

/imeline o Pro&ect



C#oice U6: *se t#e old (all mountcomputer arm

C#oice U': *se a mobile computer

cart in an en$ironment t#at is not(ireless

C#oice U): Design an eclipse

s#aped counter top t#at (ould#old computer, printer, and labelma1er

) Dierent .am RoomConfgurations



C#oice U ) clipse s#aped des1,(it# small (all mounted $irtualcomputer screens, printers, and

label ma1ers on des1-•@llo(s eye contact (it#

patient and sta

•@llo(s t#e patient to $ie( t#e computer screen (#en

indicated

4inning Design



Construction Pictures



+appy Patient, +appy Sta



+appy Sta



Huestions, Comments

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