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.
