Improving Patient
Satisfaction by
Renovating Your Clinic
Presented by:
Marie DeRamus
RN,BSN
Clinic Manager
Behavioral Objectives and
Content
1.Define Patient Satisfaction
Definition of patient
satisfaction
List staff responsibility
List contributors to patient
satisfaction (Patient
Satisfiers)
Behavioral Objectives and
Content
2. Discuss how clinic renovation
can improve patient
satisfaction
List design concepts that
were
specifically
considered for patient
satisfaction
Behavioral Objectives and
Content
. Discuss the results of
Satisfaction
Surveys
University Health Center
3
Satisfaction Survey
Clinic Specific Satisfaction
Survey
Staff Survey
Topic Relevance and
Description
Patient Satisfaction is influenced
by many factors.
Staff buy in to excellent customer
service is critical.
Design of the clinic as well as the
appearance of the clinic also
plays important roles in patient
satisfaction.
Definition of Patient
Satisfaction
The perception of the patient
about of one or more aspects
of a medical care system;
what the healthcare consumer
thinks about his/her care
Why should we try to
improve patient satisfaction?
To improve patient outcomes
Increase patient retention,
loyalty, and growth
To increase success with
accreditation and regulatory
agencies
To improve reputation, personal
pride and satisfaction
To Improve staff satisfaction
2011 PI Project Improve
Patient Satisfaction
We developed 3 simple steps to
improve patient satisfaction
1. Greet patient, be the first to say
hello and use patients name in
conversation
2. Explain what will happen next,
including cost
3. Improve eye contact, unless
contradicted by culture
2012 Proposal: Improve
Customer Satisfaction in Medical
Clinic Gold and Urgent Care
1. To improve patients perception of care.
The current renovation project should
improve patient flow, improve ease of
access and egress of patient, and improve
privacy for patients
2. The renovation project will also improve
staff satisfaction which will impact
patient satisfaction.
Steps of Process
1. Introduce proposal, set goals and developed timeline at May
staff meeting
2. Finalize goals at retreat
3. Plan interventions at retreat in May 2012
4. Develop new workflow processes at retreat
5. Define performance measures
6. Develop separate paper survey
7. Train staff how to use new room light status system
8. Move into newly renovated clinic week of August 6, 2012
9. Implement new workflow processes August 2012
10. Gather data 10-2012
11. Evaluate and report 12-2012
Performance Measures
1. Visit Overall satisfaction will
improve from 85.71 % in February 2012
to 90% in October 2012
2. Quality of Time Spent
satisfaction with patient will increase
from 85.71% in February 2012 to 90% in
October 2012
3. Helpfulness and Courtesy of
Staf satisfaction will increase from
87.91% in February 2012 to 90% in
October 2012
Sources of Data
University Health Center Satisfaction
Survey
Staff feedback and survey
Clinic Specific Paper Survey
Analysis of data with results compared to targeted performance measures:
Visit overall satisfaction scores
increased from 85.71% in 2/12
to 93% in 10/12
Quality of time spent with patient
satisfaction scores increased
from 85.71% to 91.09% in 10/12
Helpfulness and Courtesy of Staff
satisfaction scores increased
from 87.91% in 2/12 to 94% in
10/12
Analysis, continued
Todays wait satisfaction scores increased
from 78.41% in 2/12 to 84.21% in 10/12.
This did not meet our goal.
During the month of October we received
many positive compliments on the
satisfaction survey. These included
comments such as fast and easy
service, I was taken care of quickly and
efficiently, Everyone I spoke to was very
friendly the kindness and
professionalism displayed by the staff
Comparison of Oct 2011 to Oct 2012
Satisfaction Survey
Clinic Specific Survey
1. Our exam rooms were enlarged to
facilitate better communication
between you and the staff. How do
you rate our ability to communicate with
you?
2. Please rate your wait today in Medical
Clinic Gold.
3. Another goal of the renovation project
was to improve the flow of patients
through the clinic. Please rate your
movement through the clinic today.
Patient Survey Results
100%
Patient Survey Results
90%
80%
Question 1
70%
Question 2
60%
Question 3
50%
40%
30%
20%
10%
0%
Poor
Fair
Good
Very Good
Excellent
Comments from Survey
Aesthetics are awesome
Perfect first visit
Excellent communication with Dr.
Very helpful, very friendly, great super
helpful, Quick timing, excellent nurse
Everything was great, the renovations
are very nice, I felt more comfortable
here than at my doctor's office. . .
Staf Questionnaire
Yes
No
N/A
1. Has the renovated clinic improved workflow?
2. How do you rate the exam rooms? Do they
improve your ability to communicate with
patients?
7
3. Do the exam rooms
improve the quality of
time you spend with patients ?
5
4
(NA = No Answer)
Staff comments
1. The centralized nursing station
improves workflow.
2. Very good, much better, love the
exam rooms
3. Difficult to communicate with
patient if they are sitting in the
chair, easier for the patients, and
like having more space.
Conclusion of PI Study
By paying attention to the
small details in planning for our
renovation, we have been
successful in improving patient
and staff satisfaction.
Improvements made in process
or outcomes:
Patient Satisfaction has improved.
The new call light system, the
centralized nursing station, larger exam
rooms and the location of furniture and
medical equipment all played significant
roles in improving satisfaction.
Involving staff and patients in the
planning of everyday processes is
important in improving overall
satisfaction.
Staff Responsibility
The Leadership staff has to be
totally sold out on customer service
Leadership staff has to be role
models for staff
Staff has believe that their
behavior impacts patient
satisfaction
Staff has to communicate with
patients frequently, keeping them
informed
Improve Staff Satisfaction
Hey, Im the Customer by Ron Willingham
The Customer Satisfaction System
1.Greet customers
2.Value
customers
3.Ask how to help customers
4.Listen to customers
5.Invite customers back
Patient Satisfiers
Know my name
Look at me
Respect my time
Listen to me
Answer my question
Write it down
Be nice
Five Patient Needs
by Wendy Leebov
1.
Wayfinding
2. Physical Comfort
3. Privacy and Personal Territory
4. Peace and the Absence of Noise
5. Sense of Security
Customer Service Tips
It all begins with first impressions
11 impressions are made within
the first 7 seconds
First impressions are made on the
telephone as well as in person
Eye contact is important in most
cultures
Customer Service Tips
Focus on the customer, tune the
world out!
Thank patients for coming in
Who pays your salaries? The
customers!
A Healthy Dawg Asks
Questions
1. What is my main problem?
2. What do I need to do?
3. Why is it important for me to do this ?
How does the rise of computers in
exam rooms impact patient care?
How does the providers
interaction with the computer
interfere with the providers
interaction with the patient?
Written by Kenneth Berka, MD,
Vice President of Physician Clinical
Integration, Mercy
December 31, 2012
Exam rooms must be arranged so
the providers back is not to the
patient, eye contact is critical to
show that the provider is
listening to the patient. Most of
the time computers are
retrofitted to exam rooms
instead.
Patient Centered Care
Providers can share information
with patients by showing the
patient the computer screen
Important Point to
Remember
The patient is your customer;
you are the product they are
buying!
Important Points to
Remember
Patient Satisfaction Does Not
Correlate to Quality
Could Cause Overuse of
Antibiotics
Or Over-ordering of Tests
Primary Care Medical Home
Improves continuity and has
been shown to increase patient
satisfaction
PCMH has also been shown to
increase patient involvement in
care which will also lead to
increased patient satisfaction
Goals of Renovation
Improve patient flow during the
visit
Improve ease of access and
egress for patient
Improve privacy for patients
Improve the grouping and
physical relationships of clinic
assistants to providers
Improve the size and
Functional Needs of
Renovation
Nursing Station centrally located
Medication area within nursing
station
Exam rooms must measure at least
90 square feet
Clinic Assistants must be close to
providers
New Patient Call system
Timeline of Project
1. Weekly Preplanning Renovation
Meetings began January 9, 2012
2. Construction begin May 14 @
8:AM
3. Project had to be complete
August 3
3 Different Exam Room
Configurations
Choice #1: Use the old wall mount
computer arm
Choice #2: Use a mobile computer
cart in an environment that is not
wireless
Choice #3: Design an eclipse
shaped counter top that would
hold computer, printer, and label
maker
Winning Design
Choice # 3 Eclipse shaped desk,
with small wall mounted virtual
computer screens, printers, and
label makers on desk.
Allows eye contact with
patient and staff
Allows the patient to view
the computer screen when
indicated
Construction Pictures
Happy Patient, Happy Staff
Happy Staff
Questions, Comments
???
