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    Patient Satisfaction, Loyalitas and Customer 2015

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    Andi Indahwaty Sidin
    This file describe definition of patient satisfaction by some experts, explained that consumer satisfaction is at the very core of modern marketing theory and practice which is based on the notion that organizations survive and prosper through meeting the needs of customers. This file also type of expectation

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    © All Rights Reserved
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    Patient Satisfaction, Loyalitas and Customer 2015

    Uploaded by

    Andi Indahwaty Sidin
    108 views49 pages
    This file describe definition of patient satisfaction by some experts, explained that consumer satisfaction is at the very core of modern marketing theory and practice which is based on the notion that organizations survive and prosper through meeting the needs of customers. This file also type of expectation

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    © © All Rights Reserved

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    This file describe definition of patient satisfaction by some experts, explained that consumer satisfaction is at the very core of modern marketing theory and practice which is based on the notion that organizations survive and prosper through meeting the needs of customers. This file also type of expectation

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    108 views49 pages

    Patient Satisfaction, Loyalitas and Customer 2015

    Uploaded by

    Andi Indahwaty Sidin
    This file describe definition of patient satisfaction by some experts, explained that consumer satisfaction is at the very core of modern marketing theory and practice which is based on the notion that organizations survive and prosper through meeting the needs of customers. This file also type of expectation

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 49

    PATIENT

    SATISFACTION,
    LOYALITAS AND
    CUSTOMER
    RELATIONSHIP

    Andi Indahwaty Sidin,


    5/13/15

    Hospital Managamenet Department,


    Public Health Faculty, UNHAS

    OUTLINE
    1. Definition
    2. Satisfaction and quality of care
    3. Types expectation

    5/13/15

    Hospital Managamenet
    Department,

    1. Definition
    Oliver, 1981

    5/13/15

    Hospital Managamenet
    Department,

    Bernna,1995

    5/13/15

    Hospital Managamenet
    Department,

    studied extensively in the fields of


    sociology,
    psychology,
    marketing
    healthcare management

    5/13/15

    Hospital Managamenet
    Department,

    consumer satisfaction is at the very core


    of modern marketing theory and practice
    which is based on the notion that
    organizations survive and prosper through
    meeting the needs of customers

    5/13/15

    Hospital Managamenet
    Department,

    The satisfied customer is an


    indispensable means of creating a
    sustainable advantage in the competitive
    environment of the 1990s

    5/13/15

    Hospital Managamenet
    Department,

    Consumer satisfaction with healthcare


    has, in recent years, gained wide spread
    recognition as a measure of quality,
    especially since the publication of the
    1983
    Greater involvement of the consumer in the healthcare
    process
    The links between satisfaction and patient compliance in
    areas such as appointment keeping, intentions to comply
    with recommended treatment and medication use.5

    5/13/15

    Hospital Managamenet
    Department,

    The marketing literature originally saw


    consumer satisfaction as being an
    outcome resulting from the consumption
    experience:
    More recent definitions, however, see
    satisfaction as a complex evaluative
    process:

    5/13/15

    Hospital Managamenet
    Department,

    The terms satisfaction and quality assessment are


    often used interchangeably and while they have certain
    things in common, satisfaction is generally seen to be
    the broader concept and one that can be viewed either
    at the individual service encounter (transaction) level or
    at a more global level, encompassing all experiences
    with an organisation.

    Perceived quality is just one of a number of antecedent


    factors driving satisfaction.

    5/13/15

    Hospital Managamenet
    Department,

    10

    there is evidence to suggest that raising


    expectations prior to use often results in
    increased perceptions about performance
    even though the product or service may
    have performed poorly. It is satisfaction
    mean quality??

    5/13/15

    Hospital Managamenet
    Department,

    11

    Disconfirmation theory suggests that when


    perceptions of attribute performance differ
    only slightly from expectations, there is a
    tendency for people to displace their
    perceptions toward their expectations
    the assimilation effect.

    5/13/15

    Hospital Managamenet
    Department,

    12

    Types Expectation
    desired service

    5/13/15

    Hospital Managamenet
    Department,

    13

    A growing number of researchers,


    however, are of the opinion that patient
    satisfaction and consumer satisfaction are
    not one and the same thing,

    5/13/15

    Hospital Managamenet
    Department,

    14

    the role that expectations,which are


    central to the consumer model, play in
    determining satisfaction with healthcare.

    5/13/15

    Hospital Managamenet
    Department,

    15

    Patient Loyalty: Making a Difference

    Brought to you by

    Todays Session
    Patient loyalty why?
    Measure what matters most
    Tools for success

    Brought to you by

    Patient Loyalty Pays: Treating patients with


    respect adds up to satisfaction & repeat
    visits

    Satisfied patients return for care, and the positive word of mouth from
    satisfied patients will bring new patients into the practice. (Drain & Kaldenberg 1999,
    32).

    A better patient rating of information quality and physician quality was


    associated with patients reporting that they would definitely return for
    care. (Lechtzin, Rubin, White, et al 2002, 1326).

    The compassion with which care is provided


    appears to be the most important factor in
    influencing patient intentions to
    recommend/return, regardless of the setting in
    which care is provided.
    Brought to you by
    Burroughs, Davies, Cira, Dunagan 1999

    Source: Press-Ganey: Return on Investment: Patient Loyalty Pays, 12-07

    Patient Loyalty Pays: Treating patients with


    respect adds up to satisfaction & repeat
    visits

    Treatment with respect, the rating of care


    received, and the helpfulness of the person at
    the front desk are the strongest predictors of
    patient satisfactionpatient satisfaction is
    highly correlated with intent to return and intent
    to recommend services.
    Patient satisfaction will significantly influence
    the intent to return and intent to recommend
    Brought
    services to others; thereby serving as
    a to you by
    determinant for repeated clinic visits, new
    Hill & Doddato (2002, 108)

    Source: Press-Ganey: Return on Investment: Patient Loyalty Pays, 12-07

    Patient Loyalty Pays: Satisfaction,


    Loyalty and Profitability are linked
    Loyalty has been an area of focus both
    within and outside of the health care industry
    for sometime. The links between customer
    satisfaction, loyalty, and profitability have
    been well established.
    High levels of satisfaction with a service
    relationship will override service failures,
    suppress shopping for another service
    Brought to you by
    provider, and maintain high compliance.
    (Reichheld 1996)

    (Forrester

    & Maute 2001)


    Source: Press-Ganey: Return on Investment: Patient Loyalty Pays, 12-07

    Health Managers Network:


    Building Patient Loyalty
    Are you measuring patient satisfaction?

    1. Yes
    2. No

    Brought to you by

    Health Managers Network:


    Building Patient Loyalty
    Are you measuring patient turnover?

    1. Yes
    2. No
    Brought to you by

    Health Managers Network:


    Building Patient Loyalty
    What is the #1 reason patients leave your practice?

    1. Insurance
    change
    2. Dissatisfaction
    with provider
    and/or staf
    3. Geographic
    location
    4. Disagreement
    with treatment

    Brought to you by

    Patient Loyalty Pays


    A high level of satisfaction will lead to
    greatly increased customer loyalty
    And increased customer loyalty is the
    single most important driver of long-term
    financial performance.
    (Jones & Sasser 1995, 88)

    Brought to you by
    Source: Press-Ganey: Return on Investment: Patient Loyalty Pays, 12-07

    The Cost of Dissatisfaction


    The other side of the satisfaction-loyalty link is
    the link between dissatisfaction and loss of
    revenue due to patients who switch providers
    or hospitals. Through the Healthcare Financial
    Management Association reports:
    For every one customer who complains, 20 dissatisfied customers do not.
    Of those dissatisfied customers who do not complain, 10% will return but 90% will not.
    Changing a poor customer service image takes 10 years average.
    It costs 10 times as much to attract new customers as it does to keep current ones.
    About 10% of revenue is lost to poor customer service.
    The average wronged customer will tell 25 others about the bad
    experience.
    Zimowski
    Brought
    to you
    by
    (2004)

    Source: Press-Ganey: Return on Investment: Patient Loyalty Pays, 12-07

    The Cost of Dissatisfaction


    Patients dissatisfied with physician care and practice are
    more likely to leave. (vom Eigen, Delbanco, Phillips, 1998)
    Conservative estimate: In a practice with 6,000 patients, if
    5% are dissatisfied and leave with members of their
    household (assuming 3.5 members per household and
    2.5 visits per year, this would be 8.75 visits per household
    per year), and the average visit averages $57 in
    payments, the cost of dissatisfaction is $149,625. Using
    the Consumer Price Index, this would equate to over
    $180,000 in 2006 dollars
    (http://www.measuringworth.com/uscompare/).
    Drainto
    andyou
    Kaldenberg
    Brought
    by
    (1999)

    Source: Press-Ganey: Return on Investment: Patient Loyalty Pays, 12-07

    Patient Loyalty
    To earn patient loyalty, your staff will need to
    provide excellent care for every patient in
    every encounter.
    In order to do so, staff will need:
    Actionable Data
    Tools
    Brought to you by

    AHMG surveys patients by clinic


    and by physician
    Sample survey questions:
    Staff make me feel like I am important and
    valued
    The doctor listened to me and showed
    respect of what I had to say
    Overall Experience
    Recommend to family and friends
    Brought to you by

    What patients want in rank


    order
    1.
    2.
    3.
    4.
    5.
    6.

    Treats you with dignity and respect


    Listens carefully to your health concerns
    Easy to talk to
    Takes concerns seriously
    Willing to spend enough time with you
    Truly cares about you and your health

    Source: Harris Poll, 2004

    Brought to you by

    Studer Group Five


    Fundamentals
    A

    Acknowledge

    Introduce

    Increase
    Compliance

    Duration

    Quality

    Explanation

    Thank You

    Safety
    Decrease
    Anxiety

    Patient Loyalty

    Brought to you by

    Advantages of AIDET

    SM

    Decrease anxiety with increased


    compliance
    Improved clinical
    Decreased
    Anxiety

    Increased
    Compliance

    outcomes and
    increased patient
    and physician
    satisfaction

    Brought to you by

    Outcome AIDET

    Physician and
    staff AIDET
    training
    University Medical Center
    Physician Practices
    Tucson, AZ

    Brought to you by

    Acknowledge
    A

    Acknowledge

    Key message: YOU are


    important
    Eye Contact
    Make the patient feel that you
    expected them
    Brought to you by

    Introduce
    I
    First Generation
    Name
    Title
    Specialty

    Introduce
    Next Generation
    Your role in the team
    of care givers
    Your experience,
    skill set, or
    credentials
    Coworkers,
    physicians, other
    Brought
    to you by
    departments,
    AHMG

    Manage Up!
    A Short Bio

    Brought to you by

    Examples of Managing Up

    Hi, Im Georgette. Ive been with Dr. Smith for over


    three years and he is excellent. Welcome to our
    practice.

    We have a great staff and we are going to take very


    good care of you.

    Dr. Jones takes the time to answer each patients


    questions.

    Good Morning, Mrs. Smith. My name is Ann. I am a


    medical assistant and I have been working in this
    practice for five year.
    Brought to you by

    The A and I of AIDET for Safety

    Because greetings are one


    way to ensure proper
    identification of patients, they
    may well be considered a
    fundamental component of
    patient safety

    Brought to you by

    Duration
    D

    Duration

    Key Message: I anticipate your concerns

    How long will the registration process


    take?
    How long will the test, procedure, or
    appointment actually take?
    How long will it take to get the results?

    Goal: Keeping Patients Informed

    Brought to you by

    Keeping Patients Informed of


    Duration

    Brought to you by

    Explanation
    E

    Explanation

    Listen to the patients story:


    Active listening
    Clarifying questions
    Understanding patients perspective
    Explain the treatment plan:
    Using language that patients can
    understand
    Use key words
    Use tell, ask, tell approach
    Involve patient in decision making

    Brought to you by

    Explanation
    E

    Explanation

    Why are we doing this?

    What will happen and what you should expect?

    What questions do you have? (about medications,


    instructions for follow up care)

    Brought to you by

    Reality of Explanation
    During a 20 minute encounter
    Physicians self-report spending 9 minutes
    providing information
    REALITY: Physicians spent 1.5 minutes

    The key driver for patient


    satisfaction
    The quality and clarity of
    information that patients
    receive from physicians

    Brought to you by

    Patient Perspective
    72% of patients unable to list medications
    they take
    58% of patients unable to recite their own
    diagnosis
    Mayo Clinic Proceedings, 2005

    Brought to you by

    Thank You
    T

    Thank You

    Key message: I appreciate the opportunity to care for you


    Closing Key Words

    Thank you for choosing us

    Thank you for your patience today

    Thank you for coming in today, I


    know we can help

    Brought to you by

    AIDET

    Vanderbilt University Medical Center,


    Nashville, TN

    SM

    Brought to you by

    Loyal Patients
    Loyal Patients will
    Return
    Advocate for you in the community
    Talk

    Brought to you by

    Creating Patient Loyalty THE


    WHY

    Improves patient compliance


    Improves clinical outcomes
    Improves patient satisfaction
    Increases growth and market share
    Reduces malpractice risk
    Improves physician satisfaction
    Improves clinical efficiency
    Brought to you by

    Practicing Excellence
    A guide to
    implementing specific
    behaviors that will
    create a high
    performance
    workplace
    Written by a physician

    Brought to you by

    THANK YOU FOR


    ATTENTION
    5/13/15

    Hospital Managamenet
    Department,

    49

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