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SHF 201 - BUSINESS MANAGEMENT > PATIENT MANAGEMENT > Flashcards

PATIENT MANAGEMENT Flashcards

1
Q

PATIENT INTERACTION - 1ST IMPRESSIONS

A
  • 1st impressions count
  • When pt first meets you, they immediately form opinions about you and your clinic
  • Those impressions include things about character, efficiency, friendliness and cleanliness
  • They will decide in seconds whether they
    o Like you
    o Dislike you
    o Are indifferent
  • This opinion will largely determine the satisfaction of their experience
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2
Q

PERCIEVED CHARACTERISTICS

A
  1. Cleanliness
  2. Warmth (engaging)
  3. Credible
  4. Knowledgeable
  5. Responsible
  6. Friendly
  7. Helpful
  8. Understanding
  9. Courteous
  10. Confident
  11. Professional
  12. Trustworthy
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3
Q

PROFESSIONALISM

A
  • Positive attitude and appearance
  • Attentive – listen and care (make them know they matter)
  • Give accurate information, don’t be afraid to say ‘I don’t know, but I will find out’
  • Friendly approach – watch for non-verbal and body language signs
  • Eye contact
  • Attention to detail, using names wherever possible and going the extra mile
  • Work ethics such as
    o Punctuality
    o Time management
    o Multi-tasking
  • Etiquette
    o Telephone manner
    o Workplace organisation
    o Cleanliness
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4
Q

4 TYPES OF COMMUNICATION

A

Verbal
Written
Non-verbal
Language

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5
Q

VERBAL COMMUNICATION

A

o Speak clearly at an appropriate speed and adapt language to their understanding
o Be aware of your tone
o Give undivided attention
o Confidentiality

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6
Q

WRITTEN COMMUNICATION

A

o Use correct grammar
o Use correct caps
o Accurate information

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7
Q

NON-VERBAL COMMUNICATION

A

o Watch body language
o Lack of eye contact
o Signs of frustration
o Change in demeanour

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8
Q

LANGUAGE COMMUNICATION

A

o Vulgar or profanity
o Sexually explicit or suggestive comments
o Discriminatory or demeaning comments
o Political views

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9
Q

VALUES

A
  • Be understanding and accepting of people or situations that do not fit your comfort zone
  • Be aware of your biases
  • You are responsible for your own behaviour
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10
Q

WHY IS CUSTOMER SERVICE IMPORTANT?

A
  • Why is customer service important?
    o Gives positive impression to present and future clientele
    o Keeps pt willing to come back again
    o Makes pt feel like they are the number one priority
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11
Q

CUSTOMER SERVICE - UNDERSTANDING

A
  • Have a good understanding of the service you provide and the pt epectations, so if a pt has a query, you are able to deliver a satisfactory response
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12
Q

CUSTOMER SERVICE - SKILLS

A
  • Have sufficient skills and knowledge to provide the service – keep up to date with the guidelines
  • Engage in regular CPD and always remain within your remit of practice
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13
Q

CUSTOMER SERVICE - COMMUNICATION

A
  • Be aware of verbal and non-verbal communication
  • Assume attentive posture and model the emotion that is suitable for the situation
  • Always be honest and consistent with communication
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14
Q

CUSTOMER SERVICE - SERVICE DELIVERY

A
  • Ensure the service you provide is consistent and high quality
  • Meet the expectation of the profession and pt
  • If the pt expectations are beyond the remit of osteopathy, communicate this
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15
Q

PATIENT COMPLAINTS

A
  • Appropriate response to pt complaints is essential to a business
  • A pt with a complaint that is resolved is more lilely to return than a dissatisfied pt who doesn’t voice any complaints
  • The average person with an unresolved complaint will tell 9 to 10 other people
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16
Q

AREAS FOR COMPLAINTS TO OCCUR

A

External complaints
1st appointment complaints
Management complaints
After care complaints
Premises complaints

17
Q

AREAS FOR COMPLAINTS TO OCCUR - EXTERNAL CONTACT

A

o GDPR
o Marketing – ASA

18
Q

AREAS FOR COMPLAINTS TO OCCUR - 1ST APPOINTMENT

A

o Consent
o Expectations
o Assessment
o Notes

19
Q

AREAS FOR COMPLAINTS TO OCCUR - MANAGEMENT

A

o Consent
o Management
o Treatment approach

20
Q

AREAS FOR COMPLAINTS TO OCCUR - AFTER CARE

A

o After care advice
o Safety netting
o Following up
o Boundaries
o Price

21
Q

AREAS FOR COMPLAINTS TO OCCUR - PREMISES

A

o Cleanliness
o Inclusive
o Health and safety

22
Q

THE 4 OPS STANDARDS

A

Communication and partnership
- Communication, the formation of effective pt partnerships and consent
Knowledge, skills and understanding
- Have and maintain the knowledge and skills to support their practice as primary healthcare professionals
Safety and quality
- Deliver high-quality and safe healthcare to pts
Professionalism
- Act with honesty and integrity and uphold high standards of professional and personal conduct

23
Q

5 TYPES OF CUSTOMER

A

The aggressive customer
The high roller
The chronic complainer
The rip off customer
The meek customer

24
Q

TYPES OF CUSTOMER - AGGRESSIVE CUSTOMER

A

o Readily complains, often loudly and at length
o Your response: listen completely
o What not to do: be aggressive in return. This customer does not respond well to excuses or reasons why the product or service was unsatisfactory

25
Q

TYPES OF CUSTOMER - HIGH ROLLER

A

o Expects the absolute best and is willing to pay for it
o Likely to complain in a reasonable manner
o Your response: always listen respectfully and actively question to fully determine cause

26
Q

TYPES OF CUSTOMER - CHRONIC COMPLAINER

A

o Never satisfied, feels there is always something wrong
o Your response: extreme patience is required. Listen carefully and never get angry

27
Q

TYPES OF CUSTOMER - RIP OFF CUSTOMER

A

o Their goal is to win by getting something that is not entitled to be received
o Often replies with a repetitive “not good enough” response
o Your response: remain objective. Use accurate data to back up your response. Be sure of the adjustment is within the range of what the organisation would normally do

28
Q

TYPES OF CUSTOMER - MEEK CUSTOMER

A

o Generally, will not complain
o Most dangerous to business because they will most often complain to others
o Your response: must work hard at soliciting comments and complaints to act appropriately to correct those problems

29
Q

SUPPORT WITH A COMPLAINT

A
  • Insurance
    o You must notify your insurance company of a complaint or pending complaint
    o They will advise you from a legal standpoint what to do
  • Policies and procedures
    o Having appropriate policies and procedures in place will help you handle a complaint fairly and thoroughly, shows good practice
  • Peers
    o Have a colleague or Peer as a 2nd opinion to review any unresolved complaints
    o Opportunity for reflection
  • GOsC
    o The GOsC’s responsibility is pt safety
    o Communicate honestly with the GOsC when appropriate to investigate a complaint
  • Institute of osteopathy
    o The professional ‘union’
    o Will help you navigate a complaint and provide expert advice
30
Q

HANDLING COMPLAINTS

A
  1. Provide customers with the opportunity to complain
  2. Give customers your full and undivided attention
  3. Listen carefully and ask key questions to fully understand the complaint
  4. Agree that a problem exists and apologise for that – never argue
  5. Follow procedures and resolve the complaint
  6. Thank the customer for bringing it to your attention

SHF 201 - BUSINESS MANAGEMENT (5 decks)

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