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Behavioural Skills For Healthcare

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23 views18 pages

Behavioural Skills For Healthcare

Uploaded by

bhandarihospitaljabalpur
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Customer Service

In Healthcare
Objective

Enhance customer satisfaction


and customer experience of ALL
patients
Does it Matter in
Healthcare?
 YES!
 The healthcare market is competitive.
 Patients have choices.
 Patients evaluate the entire experience.
 Have you or a family member ever made the decision to switch
healthcare providers? Why?
Patient Expectations

 Need to meet patients’ expectations in order for them to be


satisfied.
 Health care workers are responsible for patient satisfaction.
 What is the cost of an unhappy patient?
Who are the customers: What do they
want?
Who are the customers: What do they
want?
What’s it Like to be a Patient?

 Do you think most patients find the world of health care to be


frightening and stressful?
 How do you feel when you are receiving healthcare?
 Does the “fear factor” that is often associated with health care
create a greater need for healthcare worker kindness?
Patient Service Questions
 How long did you wait before being seen?
 Were you informed of any delays?
 Were you given clear instructions?
 Were all your questions answered, and were you given info about
how to have future questions answered?
 Were all procedures explained?
 Were all personnel courteous and compassionate?
What Should
Healthcare Workers Do?
 Smile when appropriate.
 ALWAYS speak warmly and courteously.
 Use professional language – and use the patient’s name.
 NEVER tell patients your personal problems, and be careful about
giving any personal information.
 Focus on the patient’s needs.
Pillars of Healthcare Customer
Service
Facts About Customer
Satisfaction
 A good experience is told to 8 people, and bad experience to 22!
 7 out of 10 patients who change providers do so because of poor
service or indifference toward them.
 Satisfying and retaining current patients is 3-10 times cheaper
than attracting new patients.
 70% of complaining patients will return if you resolve the
complaint in their favor.
How to Handle a
Complaint
Listen Acknowledge
Attentively Validate And The Patient’s
Apologize Feelings
Listen to the
patient’s complaint Whenever a Showing empathy to
attentively. Dedicate patient shares a the patients is really
your undivided complaint while important especially
attention to the being angry, do when they are
patient and listen not get hyper. frustrated with their
carefully to what he
Instead, validate illness and
wants to convey.
his feelings, and complaints. Try
Make good eye even apologize calming them down
contact, and let him for the and also try to
know that you are inconvenience understand what
genuinely
caused to him. they are going
understanding what
through.
is complaining
about. Acknowledge their
feelings and make
Do not interrupt in
them feel taken care
between and let him
of.
finish first. Once he
is done, summarize
his complaint and let
How to Handle a
Complaint
Take Corrective Document the
Actions Complaints
Once a patient shares Having a record of the
his complaint, take complaints is always
remedial measures as useful. So make sure to
soon as possible. document the
Also, inform the complaints shared by
patient that his the patients
complaint is being immediately when they
addressed and will be are conveyed.
corrected within a Do not skip to register
stipulated time. them and take it to the
Give assurance to the grievance-handling
patient by showing team of the
him proof that his management.
complaint is under Make it a point to
consideration. reconcile the issues as
soon as possible.
How to Handle a
Complaint
 If possible, sit at eye level with the patient.
 Take notes on what the patient says.
 Ask questions to clarify but DO NOT be defensive.
 Try to understand the problem from the patient’s
point of view.
 Thank the patient.
Seek Resolution

 If you are the problem – apologize, and thank the


patient for his/her feedback.
 If you need more information, let the patient know
you’ll get back to him/her.
 Provide information the patient might be lacking.
(Without defending.)
 Try to find a resolution to the satisfaction of the
patient.
Service Recovery

 Service recovery involves the service provider taking responsive


action to "recover" lost or dissatisfied customers, to alter their
negative perceptions, convert them into satisfied customers, and
to ultimately maintain a business relationship with them.
Service Recovery
 What to do?
 Own up to the mistake
 Make it right – by:
 Apologizing profusely
 Fixing what you can fix
 When possible, by providing reasonable compensation.
THANK YOU

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