PATIENT MANAGEMENT Flashcards
PATIENT INTERACTION - 1ST IMPRESSIONS
- 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
PERCIEVED CHARACTERISTICS
- Cleanliness
- Warmth (engaging)
- Credible
- Knowledgeable
- Responsible
- Friendly
- Helpful
- Understanding
- Courteous
- Confident
- Professional
- Trustworthy
PROFESSIONALISM
- 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
4 TYPES OF COMMUNICATION
Verbal
Written
Non-verbal
Language
VERBAL COMMUNICATION
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
WRITTEN COMMUNICATION
o Use correct grammar
o Use correct caps
o Accurate information
NON-VERBAL COMMUNICATION
o Watch body language
o Lack of eye contact
o Signs of frustration
o Change in demeanour
LANGUAGE COMMUNICATION
o Vulgar or profanity
o Sexually explicit or suggestive comments
o Discriminatory or demeaning comments
o Political views
VALUES
- 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
WHY IS CUSTOMER SERVICE IMPORTANT?
- 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
CUSTOMER SERVICE - UNDERSTANDING
- 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
CUSTOMER SERVICE - SKILLS
- 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
CUSTOMER SERVICE - COMMUNICATION
- 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
CUSTOMER SERVICE - SERVICE DELIVERY
- 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
PATIENT COMPLAINTS
- 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
AREAS FOR COMPLAINTS TO OCCUR
External complaints
1st appointment complaints
Management complaints
After care complaints
Premises complaints
AREAS FOR COMPLAINTS TO OCCUR - EXTERNAL CONTACT
o GDPR
o Marketing – ASA
AREAS FOR COMPLAINTS TO OCCUR - 1ST APPOINTMENT
o Consent
o Expectations
o Assessment
o Notes
AREAS FOR COMPLAINTS TO OCCUR - MANAGEMENT
o Consent
o Management
o Treatment approach
AREAS FOR COMPLAINTS TO OCCUR - AFTER CARE
o After care advice
o Safety netting
o Following up
o Boundaries
o Price
AREAS FOR COMPLAINTS TO OCCUR - PREMISES
o Cleanliness
o Inclusive
o Health and safety
THE 4 OPS STANDARDS
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
5 TYPES OF CUSTOMER
The aggressive customer
The high roller
The chronic complainer
The rip off customer
The meek customer
TYPES OF CUSTOMER - AGGRESSIVE CUSTOMER
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
