1. PATIENT SATISFACTION DR. N. C. DAS
2. WHAT IS PATIENT SATISFACTION To provide patient-centered care
creating a culture that accepts people for, who they are and where, they
are in life cycle, by meeting their needs at that point ,with the health
system’s mission to care for the body, mind and spirit of patients. Patients
are the foundation of our medical practice, it is very obvious that they must
be satisfied while in or out of the Hospital.
3. CHALLANGE FOR HEALTH CARE Often long-term duration of
interaction Heightened emotional levels - anxiety, fear, pain Purpose is to
meet needs Aim is to reduce demand via effectiveness Wide and
increasing gap between professional competence and patient
understanding Public and private sector competition Open but blurred
demarcation between patient and practitioner Ambiguous outcomes for
patients and professionals Extraordinary experience rare and intense
emotions difficult to describe (personal/abstract) can cause
positive/negative care evaluation
4. OBJECTIVE OF PATIENT SATISFACTION Health Care Institutions are
primarily patient centric. Patient Satisfaction is the strongest determinant of
hospital functioning. Ultimate goal of the hospital is satisfaction of its
customers. Not only to satisfy and cared-for patients and families, but also
a positive outcome for your staff, your community and your organization’s
health. Patient Satisfaction depends on workers motivation, dedication and
duty towards the patients.
5. WHY PATIENT SATISFACTION Increased lay knowledge and taboo
Increased awareness of professional fallibility and diagnostic uncertainty
Rise in scepticism about medicine/science Awareness of wider influences
on health Shift in focus from acute to chronic conditions Wide variation in
clinical practice Pressure to increase accountability Pressure to
democratise public health systems Shift from objective to subjective
medicine Pressure of CPA

2. 6. PRINCIPLES OF PATIENT SATISFACTION 1. QUALITY OF CARE:
The quality patient experience doesn’t happen by accident but by
standardized practice. A consistently great patient experience is not a
matter of attitude, awareness or positive intent but a matter of design and
continuous quality improvement. 2. MANAGING ANXIETY, FEAR AND
PAIN: “ Anxiety is the rust of life, destroying its brightness and weakening
its power.” (Anon) Patients are highly anxious. To create an exceptional
patient experience, we need to focus on preventing or lessening anxiety for
patients and families. 3. BETTER COMMUNICATION: Some emotions
don't make a lot of noise. If we don’t communicate our caring, patients and
families might think we don’t care.
7. 4. PERSONAL ATTENTION: Patients and families want personalised
care and service . 5. STAFF ACCOUNTABILITY: All staff must be
accountable for their role like: Clear responsibility Clear performance
Sound measurement and feedback Courageous conversations
Consequences reporting 6.SOUND ORGANISATION CULTURE: The
more strongly your hospital’s culture supports the quality patient
experience, the more sustainable are impressive levels of patient
satisfaction. Effective long-term strategies inevitably involve a fresh look at
the hospital culture and how it drives or restrains your patient experience
vision.
8. TEN PILLARS OF PATIENT SATISFACTION Leadership Vision and
Commitment Process Design and Continuous Improvement Employee
Engagement and Empowerment Accountability for all category of staff
Monitoring and Feedback Vertical and horizontal Communication Staff
Development and Training Reward and Recognition Service Recovery
Dissatisfaction to satisfaction Patient Focus and Sustainability *(Wendy
Leebov 1984, “The Ten Pillars”)
9. MEDICAL PRACTICE IN THE PAST MEDICAL PRACTICE
10. MEDICAL PRACTICE TODAY MEDICAL PRACTICE

3. 11. HOSPITAL CUSTOMER HOSPITAL CUSTOMER Doctors Nursing
Staff Paramedics Others Nursing Orderly Sanitation Staff Patient Relatives
Visitors Agents Vendors Community as a whole
12. TYPES OF CUSTOMERS 1. Difficult to deal with : Demanding,
annoying, unrealistic, loud and objectionable. 2. Desirable: pleasant,
easygoing, intelligent, accommodating and knowledgeable 3.Others: timid,
questioning, unprepared, lacking in knowledge and uncertain about what
they want or need. Hospital has to handle them all
13. ADVANTAGE OF PATIENT SATISFACTION PATIENT
SATISFACTION: Greater profitability. Improved patient retention and
patient loyalty. Increased patient referrals. Improved compliance. Improved
productivity. Better staff morale. STAFF SATISFACTION: Reduced staff
turnover. Improved collections. Greater efficiency. Reduced risk of
malpractice suit. Personal and professional fulfillment. THE PROCESS OF
ENSURING PATIENT SATISFACTION: Patient Satisfaction =TQM (Total
Quality Management)
14. ADVANTAGE OF PATIENT SATISFACTION PATIENT
SATISFACTION MORE NAME- FAME – REPUTATION GOOD
PERCEPTION GOAL ATTAINMENT RE-VISIT HIGHER EXPECTATION
15. DETERMINANTS OF PATIENT SATISFACTION CUSTOMER
SATISFACTION EXPECTATION PERCEPTION AT EXIST AFTER EXIST
AT ENTRY DURING STAY
16. DETERMINANTS OF SATISFACTION EXPECTATION
SATISFACTION PERCEPTION CLINICAL Correct Diagnosis Adequate
Care Prompt Treatment NON- MEDICAL Appropriate Physical Facility
Functional Service Component C. BEHAVIOURAL To be listened to with
patience To be cared about To be sympathetic to the cause To be
informed clearly and under stand able language Patient Expectation Level
Attained Health Status of the patient Socio – Economic Status Level of
Education Past experience in the same or other hospital Patients own

4. experience Experience of relatives and visitors Word of Mouth
Advertisements of facilities Financial Schemes
17. EXPECTATION To have clinical core competence. Good clinical
diagnosis Full confidence Rational therapy Evidence based practices Early
cure Adequate care 2. Reasonably good physical facilities Approachable
location with good parking facility Child friendly environment, cleanliness,
facilities for recreation (library, toys, music, TV etc.) Proper place for eating
Enough space for various facilities. Impart health education: handouts,
video examples.
18. 3. Functional Service Component Honor the appointments.
Appointment system should be accurate but flexible. Communicate well
with them in day to day language. Medical jargon should be avoided. To
listen to their problems patiently and give them enough time. Master the art
of listening Show personal concern for the patient. Body language ,greeting
, a good first impression of a caring physician, make it visible that we are
with them in their worst times too. To explain everything about the illness
and treatment.
19. 4. BEHAVIOURAL Staff to shows care, concern, courtesy and
empathy. Patients spend more time with paramedical staff Behaviour and
attitude of the staff to be polite and cooperative Go beyond the rules of
duty to help Handle personal and telephonic conversations Promptness in
all responses During Emergency case, admissions show sympathy Provide
desired information
20. SATISFACTION Proper documentation Good legible prescriptions, a
detailed discharge summary, certificates, prompt issue of papers for medi
claim Clear explanation for administration of medicine to ensure
compliance. Provide hospital information brochure and to have informative
sign boards. 2. Transparency in financial matters One of the major causes
for dissatisfaction Proper display of routine consultation and indoor charges

5. Should be properly informed about the expected expenditure before any
procedure or admission
21. 3. Patient’s convenience To use modern technology. Computerization
and adaptation to new technology for diagnostic and therapeutic purposes.
To have easy flow between various services. Patient should not be wasting
time to avail of various services May I help you desk Signage and transfer
facilities, trolley and wheel chairs Patient safety measures
22. PERCEPTION Patients own experience in hospital Early recovery and
early discharge Experience of relatives and visitors Word of Mouth
Advertisements of facilities Financial Schemes Citizen charter Public
facilities
23. QUALITY MEDICAL CARE MODEL OF PATIENT SATISFACTION
CUSTOMER CONTINUITY OF EFFECTIVE CARE COMMITMENT OF
HOSPITAL STAFF PHYSICAL FACILITY POSITIVE ATTITUDE OF CARE
PROVIDERS SATISFACTION LEVEL
24. FACTORS INFLUENCING PATIENT SATISFACTION PATIENT
SATISFACTION APPROPRIATENESS (RELEVANT PATIENT CARE)
TIMELINESS RIGHT TREATMENT/ RESPONSE AT NIGHT TIME
RESPECT & CONCERN (SYMPATHY & CONSCIOUSNESS) SAFETY OF
PATIENT (SAFE ENVIRONMENT) CONTIUNITY (TREATMENT &
OUTSIDE) EFFECTIVENESS (CORRECTNESS TREATMENT)
EFFICACY (RESPONSE LEVEL TO TREATMENT) AVAILABILITY
(TREATMENT AS PER PATIENTS REQUIREMENTS) EFFICIENCY
(CAPABILITY & RESOURCE AVAILABILITY)
25. PLACES VALUE PATIENT SATISFACTION RECEPTION COUNTER
BILLING & PAYMENT TIMELY, ACCURATE BILLING FLEXIBILITY IN
PAYMENT INDOOR SERVICES ADMISSION COUNTER OPD
REGISTRATION INFORMATION COUNTER FACILITIES IN OPD
POINTS CASUALTY & EMERGENCY Ambience of the room Privacy
Quietness Comfort Level Safety & Security Cleanliness, Hose keeping

6. Promptness of treatment Staff behaviour & concern Promptness in Care
Facilities Provided Lab. Tests Transport Water Toilet Waiting Area Signage
26. ROLE OF PROFESSIONALS Understand the importance of patient
involvement in their own health and health care, as co-producers, not
consumers Prioritise what is important to patients and their informal carers,
whilst maintaining a critical professional view Maintain what is perceived to
be good and improve what needs improving Involve all staff from the
beginning in the effort Draw comparisons over time and with other care
givers Cultivate Team Climate Acknowledge Team Member Contributions
Demonstrate Mutual Respect Hold members accountable for Outcomes
Develop team work Culture
27. ROLE OF PATIENT/RELATIVES Discuss with professionals to share
information and, if desired, to share decisions Cooperate with hospital staff
Maintain discipline and cleanliness Seek help from voluntary and
community groups, as well as provide them with feedback Suggest
improvement
28. ROLE OF SOCIETY Voluntary and community groups can discuss with
professionals their ways of communication in relation to specific conditions
or population groups Provide accessible and appropriate educational
resources to enable patients and their families to be involved as much as
they wish to be Influence policy and planning to require patient-centred
working practices
29. MEASUREMENT OF PATIENT SATISFACTION Various Methods are
used to measure level of Patient Satisfaction. May be directly from horses
mouth or indirectly from community response. Objective is to improve the
facilities and performance level.
30. STRUCTURED QUESTIONNAIRE BASED PATIENTS SELF
ASSESMENT AT DISCHARGE (Likert Scale) STAFF OPINION ABOUT
PATIENT DURING STAY ANALYSIS OF LAMA CASES MEDIA
COVERAGE COMMUNITY RESPONSE (INCREASE PATIENT NUMBER)

7. EVALUATION PROFORMA PATIENT’s RELATIVE DURING STAY
VISITORS BOOK EXIT INTERVIEW SUGGESTION BOX REPEAT VISIT
TO HOSPITAL PATIENT SATISFACTION ANALYSIS PATIENT
SATISFACTION ANALYSIS
31. Hospital Administration Made Easy http//hospiad.blogspot.com An
effort solely to help students and aspirants in their attempt to become a
successful Hospital Administrator. hospi ad DR. N. C. DAS