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6.2 Customer Service

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by

Kristen Jahns

on 14 July 2014

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Transcript of 6.2 Customer Service

Chapter 6.2 Customer Service
Health care is a business and its customers include
doctors, visitors, guests, vendors, and patients.
Health care workers strive to exceed customer expectations.
Provide patient centered care using team approach
and a positive, optimistic attitude.
FIGURE 6.15 Family members are part of the patient’s health care team
Source: Monkey Business Images/Shutterstock

FIGURE 6.14 Providing reassurance and confidence that the patient is in good hands
Source: Patrick Watson/Pearson Education

FIGURE 6.12 Demonstrating a procedure on a doll to show a young patient what to expect
Source: Corbis Cusp/Alamy

Coordinate
care between HC providers
Protect patient
confidentiality

Demonstrate
empathy
towards patient
Show
cultural

competence
Patients
ENGAGED in their own care
:

Keep
appointments
& are punctual
Share information about their symptoms
Bring list of
medications
&
OTC
drugs
Bring list of
questions
Make
follow up
appointments
Comply
with instructions

Define key
terms
.
List three types of health care
customers
.
Discuss 3 benefits of
patient centered care
.

Explain concepts of
empathy
& sympathy.
Describe measuring of
patient satisfaction.
Discuss the purpose of the HCAHPS
survey
.

List 3
concerns
of hospitalized patients.
Explain ways to provide customer service to
patients, family members & visitors
.
Objectives
Health care workers show
empathy
by putting themselves
in the place of their patients and relating to their feelings.

HCAHPS
surveys
measure patient satisfaction.
Financial incentives penalize or reward providers
based on their patient satisfaction scores.

Doctors, guests, vendors, and other people who
come into the facility should also be treated
as
customers
with kindness and respect.
Guests and vendors are customers.
Give good directions to navigate facility.
Make them comfortable.
Treat everyone with respect
Give good customer service.
Doctors may be considered customers.
Vary in personality, attitude, & communication style.
Remember doctors are people, too.
Never do anything that is outside of your scope
of practice, even if a doctor asks you to do it.
Patients and visitors notice everything.
Patients want
information
ASAP.
May want detailed information.
Patients appreciate your
positive attitude
.
Use
humor
, where appropriate
Be optimistic, don’t give false hope
Not all patients have a support system

Require special compassion from their caregivers.
Involve social services, spiritual leaders
Patient support system:
Family and friends are patient’s “
team


Assist
these people in supporting patient
Follow hospital visitor guidelines/
policy

Protect
patient and visitors
Confine information to a “
need to know
” basis:
Never read
a patient’s medical record
unless it’s part of your job.
Never divulge
information to others
without the patient’s permission.
Never discuss
patients in public
Protect ALL
patient’s privacy
Avoid sharing your
personal opinion
on treatments or choices.

Don’t discuss your
own medical history, or
medical histories of your family members

Always stop and think— if you were the patient,

how would you want to be treated
?

Be
present
in the moment.
Anticipate
patient needs
Go above and
beyond
- “110%”
Value differences
and diversity.
Be nonjudgmental, all deserve
respect
Be
empathetic
Be
formal
when addressing patients

HCAHPS
-
Patient Satisfaction Survey
Patient rates overall hospital experience
Communication
with health care workers
Pain management, medication details
Noise levels, cleanliness, equipment
Would they
recommend
this hospital?

Survey
results available
online
May be used to determine
reimbursement
Patient Satisfaction
Health care is a
business

Patients are customers who—
1) should be
satisfied
with services received.
2) have high
expectations
about treatment.
3) can
choose
where to go for services.

What differentiates a health care provider from another
often comes down to
customer service
and the
patient’s experience.

Encouraging
patient

engagement
:

Use terms patients understand
Ask about expectations, concerns
Provide complete information
Communicate in a timely manner


GOALS
:
To provide the right care, for right person.
Preserving dignity of the individual.

Involving patient in
decision making
.
Forming
partnerships
with patients.
Engaging
patients in their own care.

Patient Centered Care
Patient Centered Care
Patient Centered Care
Patient Centered Care
Customer Service
Patient Focused Care
Patient Focused Care
Confidentiality
Patient Visitors
Patient Visitors
Patients & Visitors
Working with Doctors
Guests & Vendors
Key Points
Key Points
Full transcript