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6/20/11 Killarney Medical Clinic

KILLARNEY MEDICAL CLINIC

“Supporting a Patient Satisfaction Focused Culture”

JOIN US FOR A LUNCH AND LEARN IN-SERVICE ON JUNE 22 AT 12:00 NOON

Sponsored by the Public Relations Department

Presenters: Erla Kenway, Marion McGuiness, Nevine Ibrahim

The program objectives for this session are supported by the clinic’s management team in providing excellence in patient service to a culturally diverse community.

Develop clinic service standards Provide culturally competent care Handle patient complaints

To register contact: Public Relations Department

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Mission Statement

Killarney Medical Clinic is a primary and multi specialty health care clinic dedicated to serving a culturally diverse community with excellent, timely and compassionate patient care

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Governing Commitments

Our commitment to our Patients

Our commitment to our Medical Team

Our commitment to our Staff

Our commitment to our Community

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Learning Objectives

Understand and be able to adopt a patient satisfaction-focused culture

Appreciate and explore culturally diversity in patient care

Acquire communication skills in addressing patient feedback responses

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Patient Satisfaction

The degree to which the individual regards the health care service or product or the manner in which it is delivered by the provider as useful, effective, or beneficial (U.S. National Library of Medicine)

Today's terminology is the “Patient experience”

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Patient Satisfaction

What is being measured?

Literature review

Demographics and Social Factors

Patient Expectation

Patient Experience

Patient Resolution

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Patient Satisfaction

How do we measure?

Quality of Service

Patient’s measure care

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Patient Satisfaction

Why do we measure?

Consumer movement

Research agenda

Evaluating quality

Commitment to our patient’s

Emerging provider competiveness

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Moments of Truth

Moments of Truth Analysis

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Service Standards

We are the first to say hello when patients arrive

We answer telephone calls in three rings with a consistent greeting

We listen to patients without interrupting them

We explain to patients what is going to happen next

We do what we say we will do, when we say we will do it

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Providing CulturallyCompetent CareMarion McGuinness

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What is cultural competence?

Fostering cultural sensitive care

Tips for improving patient-provider relationship

Culturally based resources

Learning Objectives

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Cultural competence

an ability to interact effectively with people of different cultures

Know thyself

Learn about other cultures

Negotiate differences

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Cultural sensitive careBased on

Knowledge

Respect

Negotiation

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Tips for improving patient-provider relationship

Speak to patient in their target language if possible

Begin by being more formal; use Mr., Mrs, Miss

Don't be insulted if patient fails to look you in the eye

Do not make assumptions

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Tips contd.

Allow patient to be open and honest

Don't discount the supernatural

Value of involving family in treatment

Incorporate traditional beliefs into treatment plan

Communicate clearly

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Culturally Based Resources

Interpreters or bilingual providers

Cultural diversity training for staff

Linguistically and culturally appropriate health education and information materials

Tailored healthcare settings

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Summary

By increasing our knowledge and awareness of the cultural beliefs and practices of various cultural groups, we will be more sensitive to

our patient needs and more respectful of their healthcare practices.

Client feedback responses

Killarney Medical Clinic

Customer complaints

Customer complaints

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They are the parameters for any business.

Nobody likes them but they are like alarms

saying: There is something wrong.

Complaints management

Killarney Medical Clinic

First understand the causes.

Take decisions how to solve them, how long this solution will take time.

Contact your customers, to understand what has happened and the steps that will be taken to resolve the problem.

Document all procedures to increase the quality of your services.

Train your stuff how to face complaints in a positive attitude.

Causes for complaints.

Killarney Medical Clinic

System-related complaints

Killarney Medical Clinic

-The appointments are not accurate.

- The phone lines are most of the time busy.

-No notification is send in case the physician is

on vacation.

Physician-related complaints

Killarney Medical Clinic

-the treatment plane is never explained at the

beginning.

-No follow up.

-There is misunderstanding between me and

the dentist due to our different language.

Clinic- related factors

Killarney Medical Clinic

-The light in the dental clinic is not enough.

-Not enough chairs in the waiting rooms.

Staff-related complaints

Killarney Medical Clinic

- The translator some times is not available.

- Sometimes there is no one at the reception.

- One of the nurses is not cooperative, she does

not answer our questions.

Feedback sheet

Killarney Medical Clinic

Personal data:

Name:

Phone number:

Email:

Date of last visit:

Complaints:

Suggestions:

Thank you, to contact us:

Phone:………, Fax:………, E-mail

The Evaluation Sheet

Please fill up the evaluation sheet and return it

back.

THANK YOU

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