Copyright 2007 by Thomson Delmar Learning ALL RIGHTS

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Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 1

Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 1

Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 2

Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 2

Quality of Care • Major Challenge – Balance between high-quality patient care and controlling

Quality of Care • Major Challenge – Balance between high-quality patient care and controlling costs • Patient satisfaction not correlated to amount spent • Difficult to measure Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 3

Quality Improvement • Role of CMS • Process to preserve or improve quality of

Quality Improvement • Role of CMS • Process to preserve or improve quality of care while decreasing costs Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 4

Quality • Quality of input resources • Quality of process of delivery of services

Quality • Quality of input resources • Quality of process of delivery of services • Quality of outcome of service Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 5

Quality Programs • • • Continuous Quality Improvement (CQI) Quality Assurance (QA) Quality Improvement

Quality Programs • • • Continuous Quality Improvement (CQI) Quality Assurance (QA) Quality Improvement (QI) Total quality management (TQM) Utilization Review (UR) Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 6

Evaluation Areas • Organizational structure • Health care workers • Patient outcomes Copyright ©

Evaluation Areas • Organizational structure • Health care workers • Patient outcomes Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 7

Customer Service • Essential to success • Internal customers • External customers Copyright ©

Customer Service • Essential to success • Internal customers • External customers Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 8

Customer Service • Customers evaluate entire experience • Don’t slip into automatic mode –

Customer Service • Customers evaluate entire experience • Don’t slip into automatic mode – Focus on patient • Lawsuits most commonly related to whether patient likes health care workers • Fewer long-term relationships in health care Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 9

Lawsuits • • May be frivolous Time and money spent Stress Many can be

Lawsuits • • May be frivolous Time and money spent Stress Many can be avoided by working to ensure customer satisfaction Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 10

Customer Satisfaction • • Mailing out questionnaires Calling customers Maintaining a log of complaints

Customer Satisfaction • • Mailing out questionnaires Calling customers Maintaining a log of complaints Satisfaction is subjective Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 11

Internal Customers • Those working in the health care industry • Maintain good relationships

Internal Customers • Those working in the health care industry • Maintain good relationships with coworkers • Promote job satisfaction and pride in work • Constructive criticism • Destructive criticism Copyright © 2007 by Thomson Delmar Learning. ALL RIGHTS RESERVED. 12