HA425 Unit 5 Seminar Option 2
mary89
HA425_Unit5.pptxCONSUMER
CONSUMER - ANY PARTY USING, OR POTENTIALLY USING, THE PRODUCT OR SERVICE OFFERED
BASIC EQUATION IS THE PATIENT-PROVIDER EXCHANGE
CONSUMERS
PHYSICIANS (PATHOLOGY SERVICES)
HOSPITALS (IT FROM VENDORS)
MANAGED CARE ORGANIZATIONS (CONTRACTING CLINICIANS FOR CLIENTS)
MEDICARE (CONTRACTING WITH INSURERS)
HEALTH SERVICE CUSTOMERS
CUSTOMER - ANYONE WHO HAS EXPECTATIONS REGARDING A PROCESS OPERATION OR OUTPUTS (e.g. PATIENT)
INTERNAL CUSTOMERS - THOSE WITHIN THE ORGANIZATION; DEPARTMENTS OR CO-WORKERS ‘DOWNSTREAM’ FROM THE PROCESS (PATIENT CARE UNITS AS CUSTOMERS OF RADIOLOGY DEPARTMENTS)
PAYERS - EXTERNAL CUSTOMERS (THOSE OUTSIDE THE PROVIDER ORGANIZATION)
STAKEHOLDERS - INTERESTED GROUPS OR INDIVIDUALS AFFECTED BY THE WORK HEALTH SERVICES DO (REGULATORY BODIES AND PROFESSIONAL ASSOCIATIONS)
SATISFACTION
MEASURING CONSUMER SATISFACTION HELPS MONITOR AND IMPROVE HEALTH CARE QUALITY
CONSUMER SATISFACTION DATA
BEST SOURCE ON COMMUNICATION, EDUCATION, AND PAIN MANAGEMENT
GROWING REQUIREMENT OF CLIENTS AND PAYERS IN HEALTH SYSTEMS
KEY TO BOTH PERCEIVED AND ACTUAL CLINICAL CARE QUALITY
CONSUMER SATISFACTION
HEALTH CONSUMERS’ VIEWS
MEASURES OF PREFERENCES
USER EVALUATIONS
REPORTS ON HEALTH CARE
POST-PURCHASE SATISFACTION (HOW CLOSELY THE RESULT MATCHED THE EXPECTATION)
MODEL IS COMPLICATED BY THE NATURE OF THE HEALTH MARKETPLACE (INSURER CONSTRAINTS ON PROVIDER CHOICE)
MEASURE CONSUMER SATISFACTION
HEALTH CONSUMER - INFORMED AND DEMANDING RE: QUALITY
HOSPITALS – WANT TO MAINTAIN PUBLIC IMAGE OF QUALITY AND SERVICE IN COMPETITIVE ENVIRONMENT
QUALITY, LOYALTY, AND SATISFACTION HAVE IMPLICATIONS AND ARE CORRELATED WITH THE USE OF HOSPITALS
REGULATORY AUTHORITIES REQUIRE PATIENT SATISFACTION DATA
PATIENTS USE >500 CRITERIA IN THEIR EVALUATIONS OF HOSPITAL QUALITY
PATIENTS WHO CHOOSE THEIR DOCTOR ARE MORE SATISFIED THAN THOSE ALLOCATED BY THEIR HMO
MAJOR MISMATCHES BETWEEN PATIENT AND PROVIDER PERCEPTIONS
KEY STEPS IN THE PATIENT EXPERIENCE
MEASURING PATIENT INVOLVEMENT
PATIENT SATISFACTION SURVEYS HAVE BECOME WIDESPREAD IN HEALTHCARE
SATISFACTION IS A PROBLEMATIC MEASURE FOR A RANGE OF REASONS
INDIVIDUAL PATIENT AND PROVIDER REACTIONS TO ERROR VERSUS HEALTH CARE PROVIDER/SYSTEM RESPONSES
DATA COLLECTION NEEDS TO MORE CLOSELY REFLECT THE KNOWLEDGE WE ARE TRYING TO PRODUCE IN PATIENT SAFETY CQI
DATA CAPTURE
PATIENT-ENROLLEE MEASURES
MOST COMMONLY AVAILABLE
ALTERNATIVE MODALITIES
QUALITATIVE APPROACHES: MANAGEMENT OBSERVATION, EMPLOYEE FEEDBACK, QUALITY CIRCLES, FOCUS GROUPS AND MYSTERY SHOPPERS
QUANTITATIVE APPROACHES: COMMENT CARDS, MAIL SURVEYS, INTERVIEWS AT POINT-OF-SERVICE AND TELEPHONE INTERVIEWS
TIMING
A MAJOR FACTOR IN WHEN AND HOW TO COLLECT DATA FROM PATIENTS IN OR RECENTLY DISCHARGED FROM HOSPITAL
VALIDITY
NEEDS TO BE CONSIDERED; INCLUDING PRE-TESTING AND PILOTING OF INSTRUMENTS FOR EASE OF USE AND COMPREHENSION BY PATIENTS
RISK MANAGEMENT
RISK - EXPOSURE TO EVENTS THAT THREATEN OR DAMAGE AN ORGANIZATION
MEASURED IN TERMS OF PROBABILITY AND CONSEQUENCES
CLINICAL RISK MANAGEMENT - CULTURE, PROCESSES AND STRUCTURES DIRECTED TO MANAGING POTENTIAL AND ACTUAL EVENTS
VIS-À-VIS QUALITY - MEASURED IN TERMS OF SAFETY, TIMELINESS, EFFECTIVENESS, EFFICIENCY, EQUITABLENESS AND PATIENT-FOCUS
ACCIDENTS - HUMAN ERRORS, SYSTEM FAILURES, OR INHERENT RISK IN HUMAN ACTIONS
ORGANIZATIONAL ACCIDENTS - PROCESSES THAT PRODUCE LATENT ERRORS, SUPPORTING CONDITIONS FOR ERROR, COMMISSION, BREACH OF SAFEGUARDS AND OUTCOMES THAT FAIL TO LEARN FROM OR FIX AN ERROR
NEAR MISSES
NEAR MISSES OFFER ORGANIZATIONAL LEARNING BEFORE ACCIDENTS
THEY OCCUR FROM 3-300 TIMES MORE OFTEN THAN ADVERSE EVENTS
FEWER BARRIERS TO DATA COLLECTION PERMITTING ANALYSIS OF SMALL FAILURES
RECOVERY STRATEGIES CAN BE STUDIED TO PREVENT POTENTIAL FUTURE ADVERSE EVENTS
HINDSIGHT BIAS IS REDUCED
CULTURE of SAFETY
ORGANIZATIONAL CULTURE - SHAPED BY SHARED PRACTICES
AS OPPOSED TO NORMS AND VALUES
PRACTICES - FOUND IN AND SUPPORTED BY RULES
SAFETY CULTURE: OPPOSITE OF
LEADERSHIP COMMITMENT
TRUST IN COMMUNICATION
SHARED IMPORTANCE ON SAFETY
TEAMWORK AND SUPPORT/ENCOURAGEMENT
NON-PUNITIVE REPORTING AND ANALYSIS SYSTEMS
RISK MANAGEMENT and PATIENT DISCLOSURE
HEALTH CARE PROVIDERS - “FIDUCIARY RESPONSIBILITY” TO ACT IN THE BEST INTERESTS OF THE PATIENT
ASSESSING PATIENT RISK IS A KEY COMPONENT IN MEETING THIS OBLIGATION
WHEN ERRORS DO OCCUR, PATIENTS AND FAMILIES EXPECT TO KNOW THE CAUSE OF THE OUTCOME
KEY FACTOR IN MOST PATIENT SAFETY LAW SUITS IS FAILED COMMUNICATION RATHER THAN NEGLIGENCE
DISCLOSURE BECOMES VERY IMPORTANT FOLLOWING ERROR
MEDICAL ERRORS
MOST ERRORS OCCUR WHEN A STEP IS MISSED IN A PLANNED SEQUENCE OF ACTIVITIES
ERRORS ARE NOT ALWAYS BAD, BUT IN HEALTH CARE THE CONSEQUENCES CAN BE CONSIDERABLE (INJURY AND DEATH)
ADVERSE EVENTS - SERIOUS, UNANTICIPATED EVENTS (DEATH)
SENTINEL EVENTS - SIMILAR EVENTS THAT FLAG THE NEED FOR INVESTIGATION AND RESPONSE
A ‘MISS’ - AN EVENT THAT DID NOT REACH THE PATIENT (WHO)
