Para dokter yth,
Kutipan di bawah ini bukan dimaksudkan untuk
menggurui para dokter yth. Saya yakin para dokter Indonesia sudah jauh
lebih pandai daripada saya. Kutipan ini sekadar pengingat, kalau kata med
rep "reminder", karena terkadang kita (saya) mendengar keluhan dari
keluarga atau sahabat tentang sikap para dokter Indonesia sewaktu memberikan
pelayanan. Kalau kebetulan para sahabat/keluarga itu dari kalangan mampu, adakalanya
dibumbui dengan cerita tentang pelayanan di negeri jiran. Saya yakin
bahwa tidak semua dokter di negeri jiran bersikap baik dan jujur. Tentu ada juga yang buruk. Tetapi cerita-cerita mereka yang pernah berobat ke negeri jiran membuat kuping agak panas juga.
Kalau para dokter tidak berkenan, ya hapus saja dan lupakan.
Terima kasih,
Salam hormat
KM
Six Easy Ways to Improve Patient Satisfaction
January 08, 2013|
By Aubrey Westgate
As patient satisfaction plays a growing role in physician reimbursement,
make improving it a New Year's resolution at your practice.
"The fact of the matter is that the majority of physicians haven't
yet acknowledged the importance of the patient experience ... most
doctors still deep in their hearts believe that they are doing a fine
job clinically, that they diagnose accurately, and prescribe
appropriately, and that's what patients want," Meryl Luallin, a partner
at California-based medical practice consulting firm SullivanLuallin
Group and a medical practice shadow coach, recently told Physicians Practice.
But patients want more than that, she said. They want a positive experience when they visit their practice and a good relationship with their
doctors.
Here are some simple ways physicians and medical
practices can improve the patient experience at their practices and
boost those patient satisfaction scores.
1. Reframe Responses. "The first thing — and this is something that's so easy but doctors are not focused on — is how they respond to patients when patients come in
and tell their story," said Luallin, who has also spent time as a
mystery patient. "If I go in and say, 'I have a terrible time sleeping
and I can't get a full night's sleep — I wake up in the morning
exhausted.' The doctor will say, 'When did this start, what do you do
for it now?'"
Instead, he should take a few seconds to sympathize
and empathize before getting into the bigger questions, said Luallin.
She suggested saying something like, "Oh, I'm sorry to hear that, that's got to be tough."
2. Address appropriately. The second thing physicians can do is address every patient by name, said
Luallin, noting that physicians often greet their patients by saying
something like, "Hey, how have you been?" Or, "What brings you in
today?"
"They rarely use the patient's name, and yet, using the
patient's name implies the connection with the doctor and the patient
feels more cared about," she said.
3. Acknowledge new patients. Make sure your receptionist is very welcoming when someone comes to your
practice for the first time. The same goes for physicians, said Luallin, noting that they should welcome new patients to the practice and, of
course, greet them by name when in the exam room. "That's when a patient is forming a lasting impression of the practice so make a big deal out
of a new patient, make them feel special," she said.
4. Be upfront. While no patient likes a long wait in the reception area, it's how the wait
is handled that really affects patient satisfaction, said Luallin.
A friendly greeting from the receptionist, an alert that the doctor is
running behind, an apology for the inconvenience, and continual updates
regarding the wait time can go a long way toward easing patient
frustration, she said.
5. Don't room too soon. If you anticipate that the patient will have a long wait once he's
placed in the exam room, consider having him wait for a longer period in the reception area, said Luallin.
That's because once you room
the patient, they expect to see the physician quickly. The longer that
doesn't happen, the more frustrated they get. In addition, "In the
reception area, at least [the patient] can get up and walk around, ask
the receptionist what's going on, how much longer, etc.," said Luallin.
6. Provide updates. If a patient is in an exam room waiting to be seen, be sure to check up on him frequently, said Luallin.
"The doctor needs to have an understanding with the nurse or the medical
assistant that every 15 minutes or more often, the nurse should knock at the door; peek in and say, 'Dr. Jones has asked me to let you know we
haven't forgotten you, he's still with another patient, he'll be in as
soon as he can, is there anything I can do to make you comfortable while you wait?'" said Luallin. "This makes the doctor come across as
sensitive to the patient's needs."
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