Customer Satisfaction in the Healthcare Setting ASQ Tutorial

8/8/2019 Customer Satisfaction in the Healthcare Setting ASQ Tutorial

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Why Customer Satisfaction?

Customer Side of Quality MeasurementRepresents the customers perception of

quality (expectations vs. experience)Healthcare consumers expectations areformed in various ways:

TV shows, commercials

Other media: newspapers, books, moviesPrevious experiences as patient or visitor Stories of relatives and friends


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Who Are Customers?Customers can be external or internal

Patients are external customers of the entirehealthcare systemInternal customers in the healthcare system can

also be considered customers of each other attimesPhysiciansNursesPharmacists

Physical/Occupational TherapistsSocial WorkersMany kinds of technicians and supportstaff


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Internal Customer Satisfaction

Generally ignored in the pastMore recent emphasis on employee work

satisfactionParticularly noted in nursing with the issue of the increasing shortageEffects of unsatisfied workers on externalcustomersNeed to confront organizational andbehavioral barriers within organizations


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Internal Marketing

Efforts at internal marketing of customer satisfaction may be needed to

break down barriers to developingcustomer satisfaction for the externalcustomer

happy campers

workplace of choice


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What will satisfy customers?

Positive affectEnhances problem solving

Better decision-makingLeads to cognitive processing that is

FlexibleInnovative

CreativeThoroughEfficient


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Cognitive Effects of Positive

AffectLeads To:

Helping

GenerosityInterpersonal understanding

Thus the work environment and peoplein it affect the satisfaction of the externalcustomers


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What is Customer Satisfaction?

What it that we are concerned about in relationto customers?

The perception of the quality of care/service/product

The varying degree to which expectations are notmet, are met or even exceeded

Maintaining the relationship for the opportunity todo business again.

Hospital- projected increased revenue of $2.3 million if satisfaction increased

slightly


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What do external customers

want?Please! A little respect and commoncourtesy.

To be taken seriously, not dismissed.A responsive attitude when asking for something.Presence of providers when

administering care.Continuity & TimelinessSafe clean error free environment


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Example: Hospital Stay

Admission processCouldnt locate previous admission records

MD that we were told to have paged wasnot the one on-callRoom not readyExtremely uncomfortable (pain and chills)

Requested blanket- not availableRequired to go to the holding unit eventhough not necessary as room was ready


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Example contdOn the unit

Unit admissionNurse 1: Who is the patient?Patient in a lot of painKept asking health history questions

Nurse 2 starts IVLeaves trash on table

Nurse 1 returns with IV pain medicationProceeds to clean up the table, discard materialsinstead of administering pain med.Administers pain med and proceeds to complete thehistory as I will get in trouble for not finishing it on myshift.Patient indicates unwillingness to continue until the nextmorning.

Patient resolves never to return


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Key: Reliable & Valid

MeasurementWe pay attention to what we measure.

Measured things end up in reports

Reports get circulatedVisual displays very usefulhttp://www.brighamandwomens.org/family/qualitycare/satisfaction.asp


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Press Ganey Survey

1. Admissions2. Meals3. Rooms4. Discharge5. Physicians6. Nurses7. Visitors and Family8. Tests and Treatments9. Personal Issues10. Overall Assessment


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We Pay Attention To What WeMeasure


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We Pay Attention To What WeMeasure


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Brigham & Womens Hospital

http://www.brighamandwomens.org/f a mily/qualitycare/satisfaction.asp

Press Ganey report posted on the hospital website

http://www.pressganey.com/
http://www.pressganey.com/http://www.pressganey.com/http://www.pressganey.com/http://www.pressganey.com/


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Resources

Rand Corporation:http://www.rand.org/health/surveys/patient.e

http://www.rand.org/health/surveys/patient.s
http://www.rand.org/health/surveys/patient.englishsurvey.pdfhttp://www.rand.org/health/surveys/patient.spanishsurvey.pdfhttp://www.rand.org/health/surveys/patient.spanishsurvey.pdfhttp://www.rand.org/health/surveys/patient.englishsurvey.pdf

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Customer Satisfaction in the Healthcare Setting ASQ Tutorial