Introduction to Quality Customer Service Flashcards
stipulates that patients and family complaint systems must be in place and available for use as part of a continuous quality improvement program
THE JOINT COMMISSION (TJC)
What aspects of care are not mutually exclusive, and are able to satisfy the needs of outpatients and provide the quality they have to expect when combined in the health care setting?
Caring & Quality Service
What hospitals Under the TJC?
St. Lukes Quezon City
St. Luke’s Global City
Asian Hospital
The Medical City
WHAT DO PATIENTS EXPECT?
Kindness and respect
Safety and security
To be comfortable
To be free of pain and discomfort
Privacy
Individual beliefs, wants, and needs are accommodated
WHAT DO PATIENTS EXPECT?
Kindness and respect
Safety and security
To be comfortable
To be free of pain and discomfort
Privacy
Individual beliefs, wants, and needs are accommodated
What is the quality or state of having many different forms, ideas, etc. and affects the perception of each patient on the quality customer service?
Diversity
The ancient Chinese belief system, which focuses on the importance of personal ethics and morality
Confucianism
What is the Golden Rule
do not do to others what others do unto you
Key Points for Diverse Patient Interactions (Tips for Successful Caregiver and Patient Interaction Across Cultures)
- Don’t treat the patient in the same manner you would want to be treated
- Begin by being more formal with patients who were born in another culture.
- Don’t put off the patient failing to look you in the eye or to ask questions about treatment.
- Don’t make any assumptions regarding the patient’s concepts about the ways to maintain health, the causes of illness, or the means to prevent or cure illness.
Tips for Communication Directly with
limited English-Speaking Patients
- Speak slowly, not loudly.
- Face the patient and make extensive use of gestures, pictures, and facial expressions. Watch patients face, eyes, and body language carefully.
- Avoid difficult and uncommon words and idiomatic expressions.
- Don’t “muddy the waters” (don’t make an issue or a situation more confusing by introducing complications; Instead, deliver procedure clearly)
- Organize what you say for easy access.
- Rephrase and summarize often.
- Don’t ask questions that can be answered by yes or no
The information in these surveys is not simply a part of a lesson to be learned; it should be totally integrated into your radiography practice as a member of the healthcare team.
SELECTED RESULTS OF THE NATIONAL CUSTOMER TRENDS SURVEY
What does survey indicate regarding when selecting a hospital?
strong reliance on word-of-mouth advertising and peer recommendation
The important factors in patients’ initial choice of a hospital and their reasons for returning to that hospital.
Staff Courtesy and Quality of Care
People from outside the hospital such as patients, their families, physicians and others within the community
Outside Customers
Members of other departments (nursing units, emergency department), co-workers, and radiologists.
Inside Customers
CARE
Communication
Acknowledge
Respect
Encourage
BENEFITS OF HIGH-QUALITY SERVICE
Delivering high-quality customer service benefits everyone.
Can be considered points at which patients from perceptions about the quality of service being given and, in this case, the quality of care.
MOMENTS OF TRUTH IN RADIOLOGY
CUSTOMER SERVICE CYCLES IN RADIOLOGY
Each customer service cycle is part of the patient’s total experience while at the facility or interacting over the telephone.
can manage the customer service cycle to ensure that quality service is delivered to each patient.
Radiographer
Incidents a radiographer should follow
- Use patient’s title (if appropriate)
a. 18-21 yr old adults should NOT be greeted by their first names
b. First name for pediatric patients
c. Greeting people with smile and a handshake
Instructing the patient on how to dress for the examination - The registration process, parking, or ease of finding the department may be asked while taking the patient to the examination room.
- Taking the patient’s history greatly assists the radiologist in interpreting the radiographs.
- Your careful explanation of the examination gains the patient’s cooperation and also builds trust in you as a professional
- Your enthusiasm about physicians, other departments, or co-workers conveys that the patient is in good hands
- Performing the examination requires clear communication with the patient.
- A sincere parting comment when the patient is ready to leave the department closes a very positive experience for the patient.
Simple rules about using the telephone toward improving this often-used method of communication
- Keep the number of rings to a minimum.
- Answer professionally
- Enunciate carefully. Talk directly to the transmitter. Speak clearly.
- Personalize the call.
- If you have to put the caller on hold, first ask permission to do so and wait for an answer. Indicate to the caller approximately how long he or she will be waiting.
- Become comfortable with the telephone system quickly so that you can perform a function such as transferring a call without losing the call.
- When terminating the call, thank the caller, and allow the caller to hang up first.
