Transcript Patient Satisfaction “A” Team Effort

Patient Satisfaction
“A” Team Effort
Tony Volpe, MD
Medical Director of Professional Liability & Risk Management
Melissa Pickelheimer, RPLU
Operations & Underwriting Officer – PLPP
Patient Satisfaction…..
EVERY MEMBER OF THE
MEDICAL TEAM PLAYS A ROLE
Consider this…..
Dissatisfaction occurs for many reasons
unrelated to direct patient care
A patients perception IS their reality
Perception vs. Expectation
• Influencing Expectation
• Minimum Expectation
To be listened to
To be cared about
To receive clear & understandable information
• Treat patients as you would like to be treated
Satisfied Patients Will…..
• Follow Treatment Recommendations
• Follow Referral Recommendations
• Remain Loyal Patients
• File Fewer Malpractice Claims
Sources of Dissatisfaction
• Prolonged Waiting Times
Sources of Dissatisfaction
• Prolonged Waiting Times
• Isolation in the Exam Room
• Lack of Understanding Diagnosis & Treatment
Plan
Sources of Dissatisfaction
• Prolonged Waiting Times
• Isolation in the Exam Room
• Lack of Understanding Diagnosis & Treatment
Plan
• Difficulty in Obtaining an Appointment
• Billing Disputes
• Complaints Not Addressed Timely
#1 Source of Dissatisfaction
Staff/Physician
Attitudes & Communication
Attitudes & Communication
Can be:
• Verbal
• Written
• Behavioral

Body Language
 Mannerisms
Attitudes & Communication
• Employ active listening skills
Ask probing questions to ensure patient
understanding
• Encourage patient participation
• Avoid interrupting patient
Body Language
• Lean forward
• Avoid crossing arms or other negative signs
Attitudes & Communication
• Employ Active Listening Skills (con’t)
Be attentive to the patient
• Never appeared to be hurried
• Maintaining eye contact
• Avoid external distractions
Be empathetic & supportive
• Address concerns or anxieties
• Be sensitive to what the patient isn’t saying
Attitudes & Communication
• Avoid Medical Jargon
Use simple terms
• Typical patient education levels grade 8
Encourage patient feedback
• Reflective techniques
Summarize and Repeat Essential Points
Telephone Communication
Consider this…
• Patients introduction to the practice
• Patients rate communication as yardstick of
quality of care
Telephone Triage
• What’s on your Menu?
• How do you use the Hold Button?
• Why are Repeat Calls an indicator?
• Who is Monitoring your phone etiquette?
Telephone Call Mgt Algorithm
Patient call
Automated
Phone Tree
Emergency911
Doctors
Office
Appointment
Specified
Staff
Action
Medication
Laboratory
“0” for real
person
Telephone Call Mgt Algorithm
Patient call
Human
(criteria to
guide/triage)
Specified
Staff
Emergency
Poison
Control #
# for
Emergency
Services
Routine
Policy
Urgent
Physician
Laboratory
Appointments
Measuring Patient Satisfaction
• Patient Satisfaction Surveys
• Tracking Patient Referrals
• External Evaluations
• Internal Evaluations
• Tracking/Trending Complaints
Patient Satisfaction Surveys
• What they can do:
Identify ways of improving your practice
• Quality Issues
• Access Issues
• Interpersonal Issues
Demonstrate that your practice is interested in
quality and in improving
Identify dissatisfied patients for follow up
Patient Satisfaction Surveys
• Types
In Office
• Given at patient check in (consistently)
• Provide drop off box
Mail
• Sent immediately following visit
• Allows for anonymous response
• Provide self addressed envelope
Telephone
• Call within a defined period of time
• Allows for further probe if issues are identified
Patient Satisfaction
Survey Example
Thank you for completing this short survey. Your answers will help us serve you better.
How long have you been a patient here?
o 1st visit o Less than 1 year o 1-3 years
o Greater than 3 years
It was easy to schedule a convenient appointment.
The staff was courteous and helpful.
The time in the waiting room was reasonable.
The forms were easy to understand and complete.
The waiting area was comfortable.
The physician gave me his/her complete attention.
The physician answered my questions clearly.
I was satisfied with my visit with the physician.
I was satisfied by the follow-up appointment scheduling.
I was satisfied with contacting the office by phone.
I received the results of my labs and/ or tests in a timely manner.
I am satisfied with the quality of care I received.
I would recommend the physician/office to friends.
What can we do to make your office visit better?
Strongly Agree
Agree
Disagree
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o
o
o
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o
o
o
o
o
o
o
o
Strongly
Disagree
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
o
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Not Applicable
o
o
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Event Management
• Investigate
Who
How
• Coordinate communications
Who
Post adverse event enhanced communication
• Resolution
Disclosures
“I’m sorry” vs. “I’m responsible”
Event Management
• How to reduce events:
Establish realistic expectations with patients
Provide ongoing training to staff
Evaluate operations and establish best practices
• Preview patient charts the day before
• Discuss scheduling with staff & physicians
• Use tasking lists to improve efficiency
Physician Perspective
• Every member of the medical team plays a role
in patient satisfaction
• Staff influence on patient satisfaction makes
physicians job easier
• Establishing realistic expectations for patients
allows them to be met
Physician Perspective
Dissatisfaction + Adverse Event = CLAIM
“Sorry we’re behind.”
“What else can we do for you.”
“Would you like to re-schedule?”
Can diffuse
a difficult situation
Medical Malpractice Perspective
• 40% of Med Mal cases in the U.S. are groundless
• Recent Ohio Department of Insurance Report
80% of claims reported in Ohio close without payment
to plaintiff
Average cost to defend $35,603 per claim
• Total defense expenses $103,033,668
• Increase of 37% from prior year
Average payment to plaintiffs $315,635 per claim
• Total payments to plaintiffs $235,463,393
• Increase of 10% from prior year
Medical Malpractice Perspective
• Patient Dissatisfaction = Patient Motivation
to File Lawsuits
Aggravation Factor
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Poor Communication
Lack of Information
Lack of Developed Relationship
ANGER
• Physicians & Staff IMPACT Risk Factors
Questions??