1. Created by: Dian Frankson MHA TH-Staff Assistant One SUNY
Downstate Medical Center
2. Questions to be answered in this course Module 1. Customer
service in Health Care What is customer service? Who is the health
care customer? Vs. Who is the health Care customer? Who is the
customer service representative in a health care organization? What
is the Customer service attitude? Module 2. The Health Care
Consumer experience What is consumer experience? How can I provide
excellent customer service and improve the consumer
experience?
3. Customer service in Health Care Module 1
4. Customer service has existed for as long as there has been
some form of trade between persons.
5. Customer service is important because it establishes the
relationship between consumer and industry provider; it
differentiates a company from its competitors. Greys Anatomy
Private Practice
6. In 2022, CMS projects that together, federal, state, and
local governments will fund nearly half (49%) of national health
care expenditures. -Adam Tatum 2013
(http://cacs.org/pdf/40.pdf)
7. www. downstate.followmyhealth.com
8. A Health Care Consumer focused culture Patients who reported
that they "Always" received help as soon as they wanted -HCAHPS
measure for individual hospitals
9. Health Care Customer or Health Care Consumer?
10. Examples of Health care consumers we come across here at
SUNY Downstate are: Current Patients Employees Potential Patients
CBOs Patient Care Givers Students Patient Proxy & Family Other
Hospitals Private Practice
11. Who is the customer service representative in a Health Care
organization? Do you answer phone lines that the public can access?
Are you at any point in your day in the same place as? Patients
Patient family members, Guardians, or Proxy Other members of your
organization Are you required to wear and ID or uniform that
identifies your title and employer? If your answer is yes to any of
these questions you are a customer service representative for your
organization and this course pertains directly to you!
12. I control The SUNY Downstate Medical center experience
13. I control The SUNY Downstate Medical center experience
Every member of this organization is a patient representative. No
matter your grade level or title you have the power to set the tone
of every health care consumer encounter. As a patient
representative a consumer of health services may : Approach you
with question about the organization you represent Make complaints
to you about the service provided by another organization
representative Make complaints about you
14. You play an important role in how consumers and regulatory
agencies view your organization as a result it is important that
you know where to get answers You should be able to direct patients
and those involved in their care to: The closest: bathroom,
courtesy phone, security post or clinical professional A copy of
the patients bills of rights (Learn the facility to help our health
services consumers find the services they need) When a patient
makes a complaint to you it is your responsibility to: Listen
attentively and ensure the complainant that you will find the
appropriate representative to respond to their query and get back
to them. Unless the patient implicitly expresses that it is against
their wishes you should inform the person providing clinical care
for the patient of the complaint. Report complaint and details of
your involvement to your immediate supervisor. Return to the Health
care consumer who issued the complaint and inform him/ her of what
you have done to accommodate their query and who will contact them
at what time.
15. There is a difference between a complaint and a grievance -
patient complaint mechanism PTBR 3 Complaint a request or concern
that is resolved at the time of the complaint by the frontline or
supervisory staff Grievance a complaint that is not resolved at the
time of the complaint by the frontline or supervisory staff .
Complaints alleging abuse/neglect, Medicare billing issues, or
where the patient/ family feels they are not receiving safe quality
care must be handled as a grievance A written complaint is always
considered a grievance all grievances are to be referred to patient
relations who will work with clinical staff and leadership to
resolve the patients concerns. Check with you department leadership
to be sure of your role in reviewing and addressing either a
complaint or grievance.
16. Healthcare Consumer Initates conern with POS Health Care
represetiative Is concern a complaint ? Complaint resolved at POS
Patient relations informed of complaint for follow up email sent to
department head about complaint Complaint not able to be resolved
at POS Is concern a grievence? Healthcare Consumer greivence report
is written and sent to Pateint Relations Dept Within 12 hours of
reciept of complaint PR will 1. visit with in-patient complainant
or call out-paitient complainant to physically acknowledge geivence
2. Patient Relations Dept. will generate and post an receipt of
greivence letter to patient Pateint Relations Department will
contact Department head about HCC greivence Patient Realtions
Departmet will issue formal report with COPC and Director of
service area where incedent occured COPC resolution process begins
Patient realtions will contact patient in wrtiitng to inform
pateint of steps taken to adress initial concern and COPC's
involvement in the resolution of the greivence
17. Contact information for reporting and event
18. Patients have the right to Call NYSDOH directly at
1-800-804-5447 Call The Joint Commission at 1-800-994-6610 If they
are not satisfied with the hospitals actions Call IPRO at
1-888-880-9976 If they are a Medicaid patient who feels they are
being discharged too soon from the hospital without fear of
reprisal
19. M1A. The Customer service attitude You never get a second
chance to make a good first impression. -unknown Ted Lecturer Jan
Gunnarson on making people feel welcome Consider the four customer
service senses: What does the customer see? What does the customer
hear? What does the customer smell ? What does the customer feel?
Attitude is everything Huggies ad
20. What a customer service attitude looks like For Dummies
Answer the phone with a greeting before identifying yourself or
your company. Doing so starts the conversation out on the right
foot. Become more aware of your facial expression when a customer
approaches you. A smile works much better than a grimace. Customers
often judge your mood on how you look when they approach you. Don't
take it personally when a customer complains. Think of a complaint
for what it is, an opportunity to get valuable feedback from your
customers. You listen better if you don't feel threatened. Always
offer options when you can't give customers exactly what they want.
Your customers can live with a no if it is softened by alternative
recommendations. Before transferring a customer to another
extension (if you must), ensure that the service provider is
available before completing the transfer. A dead end transfer
creates a negative impression. (For Dummies A Wiley Brand) Always
act with Empathy, Professionalism, and Service
21. Module 1. Customer service in Health REVIEW A Health care
customer is any person or organization that purchase services from
a HCO A Health care consumer is any person or organization who
utilizes the services of a HCO Every member of SUNY Downstate
Medical Center regardless of title or grade is a representative of
SUNY Downstate Medical Center, and may act as a customer service
representative to the health care consumer. The customer service
attitude is a culture of I can, it means being prepared to address
the needs of the health care consumer, affiliates, vendors, and
other organization members with a friendly energy and a
compassionate outlook. When a patient approaches you with a query
or concern you are the health career representative in control of
this patient encounter. If the patient issues a complaint with you
that you cannot resolve bump it up! Health care consumer complaint
Flow chart QUIZ Answer Video
22. END OF MODULE 1
23. The Health care Consume Experience Module 2
24. What is the experience of a Health Care Consumer ? Why do
consumers engage the health care system? What does excellent health
care look like to you? What do you expect from your health care
provider?
25. Barriers to care Transportation Barriers Financial Barriers
Education and awareness barriers Language Identification and
Documentation Disability Inadequate provider availability due to
reimbursement rates OTHER EXTERNAL STRESSORS THAT AFFECT THE
PATIENT EXPERIENCE Child care Abuse Sexual Identity Criminal
implications
26. Customer service Tools for reducing barriers to care
Transportation Barriers Courtesy transportation services (free
metro cards) Having Transit maps on hand, MTA Trip Planner, or any
smart phone transportation AP Having print information about
Hospital van services Financial Barriers & Identification and
Documentation Referral to financial services Department Having
referrals about insurance options and contact information readily
available Building relationship with insurance consultants and
maintaining an updated phone log of accepted insurance provider
information Education and awareness barriers Patient Navigators
Taking the time to orally explain information in simple and
relatable terms Make appointment reminders through various
communication formats Providing culturally sensitive patient
education literature Language Use telephone translation devices
Have an updated translator log Providing culturally sensitive
patient education literature Multi lingual, Large print, and brail
signage Disability Wheel Chair ramps Being courteous Patient and
considerate towards wheelchair users Having large print and brail
signage & pamphlets
27. Customer service Tools for improving the patient experience
Scripted telephone etiquette (Try to answer calls by second ring)
Flexible appointment times Appointment Reminder Pre visit
questionnaires What you should bring to your appointment? (List)
Staff Huddles
28. The Visit experience Facilitating a positive Patient
experience in the:
29. Front Office Appearance Orderliness of wait area, reception
area, and restrooms Professional and approachable attire of staff
Scripted front desk greeting and sign in sheet Comfortable seating
Aesthetic Trappings i.e. Stock area with magazines and health
education materials. Play pleasant music in the background at a low
volume. Display a health education program on the TV (if
available). Offer a cup of water or have a water dispenser
available
30. Front Office Etiquette Be prepared Eye contact with a warm
smile Speak in a audible but uniform tone Call Patients, Care
givers, and HCO professionals by last name Have a pen available
Never address grievances in front of your patients Do not eat ,
listen to music ( with ear buds or without), internet shop, manage
social networking, or have personal conversations in patient care
areas Do not make assumptions about client preferences, ask!!!
Acknowledge if there is a wait longer than 15 minutes and apologize
to the patient
31. 3 phrases that hurt the patient experience and how you can
correct them 1. I dont know Thats a great question let me find out
for you! 2. I cant do that MR/MS I would be happy to help you with
that lets see what I can do! 3. Its Hospital policy Mr/Ms we
generally do not because it is not beneficial to your health care
needs. What we can do for you is
32. Examination area Greet the patient with a smile and ask how
he/she is Direct the patient to a clean room in an organized manner
Tell the patient the general range of time before seeing a
practitioner Provide health education materials to read while
waiting in the exam room
33. Closing the patient visit Remind patient of any necessary
tests or exams he/she should get Schedule any necessary follow-up
appointments, if you come across any conflict scheduling urgent
appointments be respectful of the health care consumers time and
set a time frame within which you will contact them with the
appointment information. Ask the patient to fill out a brief,
anonymous, survey about the visit to get feedback on your service
performance Give the patient a smile and nice farewell
34. The challenging patient visit How to treat a difficult
patient experience Whatever the emotional state of the patient, it
is important to understand his/her needs The patient is not upset
at you. Dont take it personally! Listen Allow the patient to speak
and state his/her concerns without interrupting Ask questions to
help you understand his/her needs Demonstrate active listening
skills Commiserate Put yourself in the patients shoes (How would
you feel if the same thing happened to you?) Treat the patient the
way you want to be treated Make an apology Be sincere and specific
with your apology Avoid over-explaining the mistake Acknowledge the
patients stress without playing the blame game I.e. I am sorry that
this was your experience, and I acknowledge how this has affected
your experience with us. Please allow me to look into this. Do
something Do whatever possible to correct/resolve the problem/issue
Follow through until the issue is resolved Deliver on promises. If
you cant deliver it, dont promise it.
35. THE HEALTH CARE CONSUME EXPERIENCE Drivers of Patient
loyalty
36. Drivers of Patient loyalty Data-Mining Patient Experience
Navigation of the health care process Conflict resolution / Loyalty
recovery Clinical quality
37. Module 2. The Health Care Consumer experience REVIEW
Barriers to care are the experiences and physical difficulties that
prevent a health care consumer from seeking medical attention.
Being prepared by having available information and securing
networks of service relationships that make it easier for the
health care consumer to access your organization will reduce
barriers to care Investing in translation equipment, making
physical modifications for the physically disabled, and being
culturally competent will make your organization the health care
provider of choice in the community it serves Using scripted
communication and maintaining a professional image is the best way
to initiate the patient experience Being respectful of the health
care consumers schedule, culture, and vulnerability is important
when creating the patient experience Communicate Communicate . . .
. Communicate