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2013 AHA Issue Papers
See article Linking Quality to Payment pdf
tags: customervspatient roi vbs cms performance patient customer HCAHPS
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Customer Service vs. Patient Care
The author argues that marketing based on a model of the patient as a traditional ‘customer’ is ill conceived and contributes unnecessarily to the high cost of healthcare while lacking a true understanding of, or an appropriate response to most basic needs of hospitalized patients that lead to patient satisfaction
tags: health Healthcare efficiency survey customervspatient patient customer
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The ROI of Patient Engagement: Value-Based Purchasing
“Through a series of clinical process and patient satisfaction measures, hospitals will compete to “earn back” the withholding. The top performers will earn a premium over their standard reimbursement. The poor performers will see a reimbursement decrease. “
tags: customervspatient roi vbs cms performance patient customer
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Satisfaction With Care: Do Medicare HMOs Make A Difference?
Differences in satisfaction with care and perceptions of doctor/patient interactions were compared for Medicare beneficiaries enroled in health maintenance organizations (HMOs) and beneficiaries in the fee-for-service (FFS) sector (nonenrolees). After controling for covariates, beneficiaries expressed satisfaction with their care, regardless of where they received it. However, HMO enrolees were more likely than nonenrolees were to be very satisfied with the costs of care and with getting care at one location. In contrast, for every
components-of-care measure, nonenrolees were more likely than HMO enrolees were to indicate high satisfaction with the quality of interaction with their
physicians.
tags: customervspatient relationship Healthcare customer patient patientcare medicare cms survey
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The Doctor–Patient Relationship and HIV‐infected Patients’ Satisfaction with Primary Care Physicians – Sullivan – 2000 – Journal of General Internal Medicine – Wiley Online Library
“Patients’ perceptions of their primary care physician’s HIV knowledge and empathy were highly related to their satisfaction with this physician. Satisfaction among HIV-infected patients was not associated with patients’ sociodemographic characteristics, HIV risk characteristics, alcohol and drug use, health status, quality of life, or concordant patient-physician gender and racial matching”
tags: customervspatient relationship Healthcare customer patient patientcare management primary satisfaction patients physicians medicine survey
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Editorial: When Customer Service and Patient Care Collide – Family Practice Management
“A traditional business defines relationships by the simple rules of economic exchange. A customer chooses to transact with a certain establishment, and as a result, the establishment’s revenue increases. Customer service is a business idea developed to attract and retain profits. In contrast, a patient transacting for health care may positively, neutrally or even negatively affect revenue. Patients may carry good, poor or no medical insurance. By tradition and legislation, institutions are obligated to care for all of them.”
tags: customer service customer patient customervspatient health Healthcare patientcare management
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Because of the physicians’ obligations for their patients, the relationship does not lend itself well to the language of customer service.
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This obligation outweighs any transgressions patients might make, be they related to delinquent accounts, abuse of staff or any other issue
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patients carry no obligations to us.
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We are givers and our patients are recipients. This is an essential part of our task as healers but is ignored in the profit-based model of customer service.
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patients come to physicians for the care they need; that is not always the same as the care they want. It is our responsibility and duty to our patients to be mindful of the distinction between the two.
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But patients, physicians and administrators must not lose sight of how medicine is different from the business world.Medicine is at a crossroads. For the first time, the administration of health care delivery systems has largely been taken out of the hands of physicians
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doctors are not equivalent to company employees and that patients will never be just customers
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Nurses and customer service: A new annoyance or an old standard? – American Nurse Today
“yet one more example of how nurse managers “do not care” about the staff nurses providing good clinical care to patients but that they only care about patient satisfaction scores.”
tags: customer service customer patient customervspatient health Healthcare patientcare nurses
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Satisfaction Snapshot | Press Ganey
Malott, D, Ayala, L, The Root of All Satisfaction, Patients Want Caregivers Who Provide Information and Compassion
tags: customervspatient hospitals patientcare Healthcare
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Understanding the Drivers of the Patient Experience – HBR
“Why is it important for caregivers to know the drivers of patient experience? First, not being clear about the drivers can often be a significant barrier to launching a patient-experience initiative. Second, knowing the drivers helps leaders identify the most effective ways to achieve quick victories. Third, the economics of the levers is quite different. Improving some of these dimensions (such as providing private rooms) would be cost prohibitive for most hospitals. Others (such as improving communication between patients and caregivers) could reduce the overall cost of providing health care and also improve medical outcomes.”
tags: customervspatient vbp hospitals patientcare Healthcare
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Is there a relationship between patient satisfaction and favorable … – PubMed – NCBI
“Compliance with process measures and patient safety indicators, as well as length of stay, did not correlate with overall satisfaction”
tags: customervspatient patient satisfaction patientcare
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Balancing good customer service with good patient health care | Drug Topics
“your choice not to serve a particular patient may simply come down to a personal decision. Unfortunately, implementing policies that decrease significant prescription volume will also raise flags for those in corporate who look only at the bottom line.”
tags: patient customer customer service patientcare customervspatient medicine pharmacy
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It would seem prudent, therefore, to classify good customer service within health care as being distinct from other areas. It would be measured based on patient safety, law, and empathy rather than on other metrics such as speed and ease of use.
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High Quality Care and Ethical Pay-for-Performance: A Society of General Internal Medicine Policy Analysis
“Pay-for-performance systems seek to improve health-care quality by providing bonus dollars to physicians, practice groups, or hospitals whose patients achieve certain health goals.1 These arrangements are proliferating, yet their impact on key stakeholders remains uncertain.”
tags: patient customer customer service patientcare customervspatient quality medicine
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Customer Service Vs. Patient Care: Is There a Disconnect in Your Office? | Kareo
I had an educational experience yesterday, and I wanted to share it with you. This was a good reminder to me that Customer Service and Patient Care are not necessarily in sync in some doctors’ offices.
tags: patient customer customer service patientcare customervspatient
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Points for that: You made me feel like less of an idiot and more like a valued patient.
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Most importantly, my
insurance eligibility and deductible could have been verified when the appointment was made, or when I was on my way to the office. In
Kareo, this can be done in seconds
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Patient Care And Customer Service Are Not The Same!
“Patient care and customer service might seem interchangeable to healthcare administrators and members of the public, but they are most certainly not the same. If nurses ignore the differences between the two practices, the outcome could be downright disastrous.”
tags: patient customer customer service patientcare customervspatient
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Dorland’s Medical Dictionary (2008) defines patient care as the services rendered by members of the health profession and non-professionals under their supervision for the benefit of the patient. On the other hand, customer service is the capability of a business or entity to meet the wants and needs of its customers.
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Healthcare facilities are expressly designed for patient care; however, they are not made for customer service,
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will refer others to the hospital if they are satisfied with their care.
FCEtier 7:53 pm on January 31, 2015 Permalink |
RE: the NPC’s high-throughput screening, does this apply to patients who need orphaned drugs?
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James Herbert 9:17 pm on January 31, 2015 Permalink |
According to the site it is only drugs approved for clinical use.
“Of the nearly 2750 small molecular entities (MEs) that have been approved for clinical use by US (FDA), EU (EMA), Japanese (NHI), and Canadian (HC) authorities and that are amenable to HTS screening, we currently possess 2,400 as part of our screening collection.
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