PROVIDING EXCEPTIONAL HEALTHCARE AND EXCEPTIONAL SERVICE THROUGH EXCEPTIONAL

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PROVIDING EXCEPTIONAL HEALTHCARE AND EXCEPTIONAL SERVICE THROUGH EXCEPTIONAL PEOPLE… CUSTOMER SATISFACTION SURVEY PRESENTED BY:

PROVIDING EXCEPTIONAL HEALTHCARE AND EXCEPTIONAL SERVICE THROUGH EXCEPTIONAL PEOPLE… CUSTOMER SATISFACTION SURVEY PRESENTED BY: JOSEPH DAKORA

HISTORY E. C. Tyree is a community based clinic which started in 1981 by

HISTORY E. C. Tyree is a community based clinic which started in 1981 by group of Saint Mark United Methodist Church and Brotherhood Presbyterian Church. They organized a task force to promote community improvements. The group identified four areas of interest: voter registration participation, Martin Luther King Jr. Day recognition, a youth employment program, and a health clinic. In September of 1983 the clinic became known as “the NE Clinic. ”

HISTORY CONT’S In February 1988, the church added Counseling and Outreach Services to provide

HISTORY CONT’S In February 1988, the church added Counseling and Outreach Services to provide greater access to community organizations and agencies. This was in response to the growing disease of alcoholism and substance abuse in the surrounding communities. The clinic added mental health services in the summer of 2014.

DEPARTMENTS Medical Department Dental Department Mental Health Department

DEPARTMENTS Medical Department Dental Department Mental Health Department

OBJECTIVES Measure Patient Satisfaction Develop Data Collection Instrument Analysis

OBJECTIVES Measure Patient Satisfaction Develop Data Collection Instrument Analysis

Strategic Analysis We need to review internal and external data to allow examination of

Strategic Analysis We need to review internal and external data to allow examination of capabilities and weaknesses of the clinic. Where How is the clinic located? does clinic interact with the outside world?

Strategic Analysis Cont. 's How does the staff interact with each other? Leadership structure

Strategic Analysis Cont. 's How does the staff interact with each other? Leadership structure What do we value as outcome?

PATIENT SATISFACTION SURVEY Series 1 100% 94% 72% Convenient wait time 72% Friendly and

PATIENT SATISFACTION SURVEY Series 1 100% 94% 72% Convenient wait time 72% Friendly and Courteous Convenient of location 75% Out of pocket cost Satisfied with care given 78% Satisfied with the cleanliness of the clinic Recommend clinic to friends

CRITICAL DECISION

CRITICAL DECISION

AWARE OF THE INFORMAL STRUCTURE

AWARE OF THE INFORMAL STRUCTURE

UNAWARE OF THE INFORMAL STRUCTURE

UNAWARE OF THE INFORMAL STRUCTURE

 We often find it easier to spot the ‘foreign’ behaviors, but even when

We often find it easier to spot the ‘foreign’ behaviors, but even when noticing them, we fail to get below the surface where the important cultural information lies. How do we identify the informal structure of the clinic?

 Why is it important to do internal survey of the clinic? To provide

Why is it important to do internal survey of the clinic? To provide survey-feed back data for intensive diagnostic efforts. To provide data needed for identifying strengths and weaknesses in the functioning of the clinic.

3, 5 ORGANIZATIONAL DIAGNOSIS 3 2, 5 2 1, 5 1 0, 5 0

3, 5 ORGANIZATIONAL DIAGNOSIS 3 2, 5 2 1, 5 1 0, 5 0 1 PURPOSE 2 STRUCTURE 3 LEADERSHIP 4 RELATIONSHIPS 5 6 7 HELPFUL ATTITUDE TOWARD REWARD MECHANIS CHANGE

RECOMMENDATIONS Conduct surveys at least once every quarter. Delegate a staff member to take

RECOMMENDATIONS Conduct surveys at least once every quarter. Delegate a staff member to take charge of the survey Review results and act on the feedback Delegate more responsibilities onto the heads of the different departments. Staff involvement in all levels helps make improvement more effective Gather staff input to create an action plan

RECOMMENDATIONS CONT. Focus on improving a few areas at a time, start with issues

RECOMMENDATIONS CONT. Focus on improving a few areas at a time, start with issues that have the greatest impact on the patient experience. Create systems to reward employees Patient access to care should be considered the most important. We need to give feedbacks to patients about their concerns and how they have been acted upon. Post updates on social media.