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Improving Staffing Model Of Patient Satisfaction

2150 Words9 Pages

Problem When patients call a doctor’s office to schedule necessary medical appointments, their expectations are to speak with an operator and have an appointment scheduled when they finish the call. When these expectations are not met patient satisfaction can be negatively impacted. A medical facility is a business and customer service is an important aspect for a successful enterprise. From a patient’s perspective a fast and efficient service from a primary care doctor with a flexible and accommodating appointment schedule is an outcome that is expected. Patients have an expectation that a provider’s office will have friendly, efficient staff with good customer service. I choose this problem as a priority because registration is a process …show more content…

Assessment of an improved staffing model would include hiring additional receptionists to allow for the division of tasks so that personnel would be dedicated to handle calls for scheduling appointments. A friendly and welcoming environment would include greeting and checking in patients for scheduled appointments. Providing an inviting atmosphere is a key factor in creating a positive experience for patients during their visit. Insurance would be checked upon arrival in order to have the most updated information. Changes in some insurance programs are putting more emphasis on customer satisfaction and compensation paid to providers is determined by performance metrics. Customers are paying more out of pocket for medical expenses, it is essential that medical practices maintain a positive atmosphere and attitude with patients (Nordrum & Kennedy, 2016, p.19). As part of an improvement plan, a receptionist would be dedicated to take incoming calls for future appointments. Customers would have the opportunity to get an appointment that would fit into a work or family schedule. Reminder calls or emails would be sent to the patient two days before the appointment confirming the time and date for the appointment. This practice would significantly reduce missed appointments. Registration would be available online to complete medical histories and reasons for the visit, if …show more content…

Time is valuable to patients and families, the visit needs to be efficient and fast. Patients are not usually interested in excuses for why they are delayed or what the current process is, good customer service is expected. Building a personal relationship with pateints helps to gain trust with staff members. Staff that is familiar with their clients will have insight to recognize when the patient needs extra assistance or follow up care (Brown et al., 2015).

Fishbone

Receptionist check in
Inadequated staffing for appointments Has patients at desk/on phone
Not able to accommodate clinic patients Making verbal appointments And incoming calls

Increase staff/for clinic and phone appointments Improve efficiency/time
Make reminder calls two days prior to appointment Friendly greeting from staff
Give patient survey to complete Effective communication

Pareto

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