What Faults Do Hospitals Do In Patients ‘ Satisfaction Efforts
Whether you are offered by public institutions or private agencies, the focal point for hospitals, healthcare, health care, clinical services and all other services offered under this title; The patient who wants to regain health…
In this case, the patient is satisfied and/or satisfied with all of the services offered, the most realistic feedback in terms of assessing if the service has reached its purpose.
After all, any medical procedure and preparation and maintenance performed before and after this procedure are an introduction to improving the health of the patient.
If the service is output; A patient undergoing various medical procedures is the realization of the targeted improvement in health in return for all the difficulties it endured for these procedures.
Even if the health service is able to deliver the patient’s health to the desired target as a result of the implementation of all planned procedures, it is possible to change the patient’s perception of how these processes are affected by the patient.
In this case, the concepts such as “patient orientation”, “Patient Satisfaction”, “patient’s satisfactory level” are both in terms of management and in the academic sense of continuous measurement, improvement and development. But are all the well-intentioned efforts spent on this subject always reaching its goal?
Mistakes made in “patient satisfaction efforts”!
Alyssa Madeira’s “6 Mistakes Hospitals Make in Patient Satisfaction Efforts”, which is addressed in this issue, gives important clues to hospital executives and employees in the field of quality. (To access the original article: click here) I would like to share some of the important errors in this topic by taking advantage of the tips listed in this article.
- Thinking you can fool people
If you are not sincere in your efforts to satisfy people, you will not succeed in the studies. In these efforts, especially based on human emotion, you will be wasting your effort, only to fulfil the unfriendly behaviour of certain patterns.
- The thought of satisfaction or dissatisfaction will only remain at the hospital boundaries
These thoughts of the patient and patient relatives who are unhappy with your services or are not satisfied with the opposite are spreading to the ear. Ultimately, your institution is part of the community you live in, and that community is based on the service you offer ideas about your corporate or personal brand.
- The idea that the service offered is “adequate”
The idea that the service you offer in a competitive world where people’s quality of life and expectation levels are increasing every day is one of the biggest mistakes. In other words, this thought is actually the first step towards poor quality.
- The idea that the service offered is separate from marketing activities or quality studies
The resulting services must be a whole, with the vision, strategies, brand and quality objectives of your organization. The actions of the service are separate, all other efforts to think apart, and even the formation of resistance points in this regard is one of the most important obstacles in the front of them.
No matter how much you measure your patient satisfaction, no matter how many policies you develop, the patient will ultimately assess the service he receives.
- The idea that satisfaction is only related to the physician
Establishing communication between patient and physician is only the beginning. When we look at the service as holistic, the patient receives service from that institution for the first time (the brochure he looks at, the Web page he examines) until he leaves the hospital.
Therefore, the behaviour of the staff who bring food to him, the cleanliness of the hospital room, how it is met, the attitudes and behaviours of all health personnel who are interested in the physician’s or himself, affect the patient’s satisfaction as a whole.
- The idea that small things are insignificant
Small details create significant effects at the level of the patient’s memory. It is one of the most insidious adversaries of institutions to fulfil basic and main services and classify the details as “small” or “insignificant”. Small errors that are overlooked and then transformed into big problems with great dissatisfaction should be taken into consideration from the very beginning.