Client journey, complaint management and informed consent Flashcards
When should practices consider the client experience?
Before visit
During visit to the practice
Follow up
Name some key contact points before a clients visit to the practice
Advert Social media Website Recommendation's Drive past Word of mouth Phone Online appointment booking
Name some key contact points during a clients visit to the practice
Signage Cark park Being greeted Welcome pack Check in Uniform Waiting area Consultation Pharmacy Admission Paying bill
Name some key contact points following a clients visit to the practice
Client events Newsletter Vaccine reminder Off-duty staff Bills Post-op interaction
How can we ensure a positive client experience?
- Detailed instructions required to perform a process
- Attainment of legal requirements and standards
- Staff training
- Ensure efficiency
- Continuity
- Any complaints are dealt with in appropriate manner
- Review
Medical profession consider that a patient must be … to make informed consent?
- Competent to make the decision
- Free from coercion or undue influence
- Sufficiently informed
Informed consent, which is an essential part of any contract, can only be given by a client who has had the opportunity to consider…?
A range of reasonable treatment options(including euthanasia), with associated fee estimates, and had the significance and main risks explained to them
What is a contract?
A written or spoken agreement, that is intended to be enforceable by law.
The basis of provision of veterinary services in most non-charity practices.
A contract can only be made if?
- If both parties are clear on terms (procedures, costs)
- If both parties are old enough to enter into contract (in England, 18 years of age)
- If there is capacity (competence) to agree to the terms of the contract
What age do you have to be to give informed consent?
18
How can you give informed consent if you are under 18?
If client is 16 or 17 you may need to ask a parent/guardian
What features should be discussed to allow informed consent?
- Nature/purpose and benefits of treatment options
- Likely outcome (prognosis)
- Common or serious risks
- Estimate of costs
- Financial limits in place
- Be clear if a diagnosis is tentative subject to further tests
- If involves surgery – who will perform surgery?
- If anyone else e.g. VN or students will be involved
- Client questions or concerns
- Where client can be contacted if any deviations from plan are required
Compare an estimate and a quote
Quote can be legally binding
Finances should be on consent form or have detailed estimate
What is the LEARN model for dealing with complaints?
Listen Empathise Apologise React/Resolve Now
What are the benefits of listening?
- Get the critical info about the complaint
- All attention focussed on client
- Get through emotion to facts of the complaint
