FINALS PART 1 Flashcards
One who receives medical attention care and treatment.
Patient/client
The fulfillment or gratification of a desire, need or appetite.
Satisfaction
is the patient’s perception of care received compared with the care expected
Client satisfaction safety
is a measure of the extent to which a patient is content with the health care they received from their health care provider.
Client satisfaction
FACTORS AFFECTING CLIENT SATISFACTION Safety
Patience
Effective and appropriate communication skills
Good nurse-patient relationship
Patient information
is the state of endurance under difficult circumstances, which can mean persevering in the face of delay or provocation without acting on negative annoyance/anger; or exhibiting forbearance.
Patience
PRINCIPLES OF CLIENT SATISFACTION Safety
Quality of care
Managing anxiety, fear and pain
Communication
Personal attention
Staff accountability
Sound organization culture
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. Standardized practice
Quality of care
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.
MANAGING ANXIETY, FEAR AND PAIN
Some emotions don’t make a lot of noise. If we don’t do this to our caring, patients and families might think we don’t care.
Communication
Patients and families want personalized care and service.
Personal attention
All staff must be accountable for their role like. Staff accountability
Clear responsibility
Clear performance
Sound measurement and feedback
Courageous conversations
Consequences reporting
The more strongly your hospital’s culture supports the quality of patient experience, the more sustainable are impressive levels of patient satisfaction.
Sound organization culture
inevitably involve a fresh look at the hospital culture and how it drives or restrains your patient experience vision.
Effective long-term strategies
Patient Satisfaction advantages
- 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 professionatfulfilment.
SEEKS ACTION TO IMPROVE PRACTICES & STUDY THE EFFECT OF THE ACTION THAT WAS TAKEN
Action research
Is a form of applied research that aims to empower people through a process that constructs and uses knowledge.
Action research
Changes thus planned are locally implemented in a selected organizational setup & therefore are not universally applicable.
Action research
is a branch of action research that emerged in 1940s.
PAR-Participatory Action Research
It was started by Kurt Lewin, a social psychologist.
PAR-Participatory Action Research
Action taken through ….. is expected to bring about future & organizational change.
planning & fact-finding
The following data collection methods are used in action research:
- Interview
- Observation
- Storytelling
- Socio drama
- Drawing & painting
- Plays & skits
- Other creative ways like exploring lives, telling stories & recognizing own strengths, etc.
Action research has the ability to exert power if it involves collaboration between
study participants & the researcher.
Action research helps in recognizing
strengths & areas of improvement
The main objective of a feasibility study is to test the
technical, economic, and social feasibility of developing a system
is the initial design stage of any project, which brings together the elements of knowledge that indicate if a project is possible or not.
Feasibility study
Types OF FEASIBILITY STUDY
Technical feasibility
Economic feasibility
Operational feasibility
determines whether the proposed system can be developed and implemented using existing technologies or whether new technologies are required
Technical feasibility
evaluates the financial aspects of the projects by performing a cost-benefit analysis and assessing both the tangible and the intangible benefits of the system
Economic feasibility
is the measure of how well a proposed system solves the problems, and takes advantage of the opportunities identified during scope definition and how it satisfies the requirements identified in the requirements analysis phase of system development.
Operational feasibility
is the process of identifying the gap between employee training and the need for training.
Training Needs Analysis (TNA)
It’s all about performance improvement.
TNA
Training Need Analysis Benefits
- TNAs enable you to identify knowledge and technical skills gaps before they become a problem
- They help you to plan your training for the year
- Highlights training you may not have considered
- Enables training to be focused on the right areas
- Helps to determine who should attend training
6.Helps you to prioritize training needs
Conducting a Training Need Analysis
- Competency Based Assessments
- 360 degree feedback
- Performance Management Data
- TNA Questionnaires
- SWOT Analysis
- Johari’s Window
These can take many forms including behavioral assessments, skills checklists, gap analysis, and aptitude tests
Competency based assessment
are where the employee demonstrates their ability to work through specific areas of competency which are based on what excellence looks like in the role.
Competency based assessment
This is where knowledge, skills, and behaviors are assessed by: 360 degree feedback
The learner themselves (self-assessment)
The learner’s line manager
Direct reports of the learner
Peers of the learners
If the reviews are done consistently and in the same kind of format, then training assessment needs can be obtained quite easily. The challenge comes if reviews are ad-hoc and that there is no standard approach to collating and gathering the data.
Performance management data
is normally a self-assessment of skills, knowledge, and behaiors. A survey will be sent out to each learner, and they rate themselves, normally out of 5 or out of 10.
TNA questionnaire
In terms of a group, you can gather learners together who are in the same role and through some interactive exercises and practical activities you can ask them to brainstorm all the strengths, weaknesses, opportunities, and threats in terms of their role and the knowledge, skills and behaviors that are required in their role.
SWOT analysis
This can be used as an exercise for gathering individual or team training needs.
The facilitator can use this to identify strengths and wealneses. This works well when you can gather a team or department together.
Johari window
Benefits of Training
- Improved job satisfaction
- Increased performance
- Higher morale and motivation
- Lower attrition rates
- More productivity
- More sales
