Patient Satisfaction/Wait Times at M Clinic

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28 Οκτ 2013 (πριν από 3 χρόνια και 9 μήνες)

70 εμφανίσεις

Patient Satisfaction/Wait
Times at M Clinic

R. A. Student

BAC:300 Capstone

May 25, 2012

Introduction

What is the CAP Team?

Front end Staff


Athletic Trainers


Medical Assistant


Radiology Staff

Patient Check
-
in

Room &
History

Provider Exam

Check
-
out

Patient Flow Diagram

X
-
ray

Cast Room

Why Satisfaction?

Dissatisfied Patients


Feel frustrated and unhappy



Feel unimportant



Give negative reviews



Seek treatment elsewhere









Patient retention



Positive word of mouth



Referrals



Compliance with medical treatments








Satisfied Patients Increase

M Clinic at Check
-
in

M Clinic Check
-
in

0
10
20
30
40
50
60
70
Extremely
Satisfied
Very Satisfied
Satisfied
Very Dissatisfied
Extremely
Dissatisfied
M Clinic
Compared to Other
Waiting Room

Wait from Check
-
in to Exam Room

0
10
20
30
40
50
60
70
Extremely
Satisfied
Very Satisfied
Satisfied
Very Dissatisfied
Extremely
Dissatisfied
M Clinic
Compared to Other
Waiting for the Provider

Waiting for Provider in Exam Room

0
10
20
30
40
50
60
Extremely
Satisfied
Very Satisfied
Satisfied
Very Dissatisfied
Extremely
Dissatisfied
M Clinic
Compared to Other
Waiting to Check
-
out

Wait to Check
-
out

0
10
20
30
40
50
60
Extremely
Satisfied
Very Satisfied
Satisfied
Very Dissatisfied
Extremely
Dissatisfied
M Clinic
Compared to Other
Room for Improvement


Communication


Uniformity in pager message


Inform front desk when running late


Inform patients when running late


Hire more staff for CAP Team



Recommendations



Repeat survey


Enforce uniform paging protocol


Hire additional staff for CAP Team


Regular customer service training




Conclusion

References

Staff, Press
Ganey

(2010).
Importance of patient satisfaction.
Retrieved
on May 25, 2012 from
http://
medpractice.pressganey.com
/the
-
importance
-
of
-
patient
-
satisfaction
-
pages
-
176.php


Millenson
, M.L., and
Macri
, J., (2012)
. Will the affordable care act
move patient
-
centeredess

to center stage?
Robert J. Wood
Foundation.

Retrieved on May 20, 2012 from
http
://
www.rwjf.org
/
pr
/
product.jsp?id
=74054


Staff, Wall Street Journal (2010)
. The doctor will see you
eventually
. Retrieved on May 24, 2012
from
ttp://
online.wsj.com
/article/SB100014240527023044105045755600
81847852618.
html