Patient Experience Department - Sheikh Khalifa Medical City

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Patient Satisfaction SurveyThe Patient Experience Department was selected by the Quality Management Department to do a pilot study for the PatientSatisfaction Survey for inpatients. The Patient Service Navigators (PSNs) in the Surgical and Medical Pavilions were responssiblefor distributing the surveys among the patients who where ready to be discharged from the hospital.Every month, the Patient Service Navigators had to submit approximately 400 questionairs in total. They did an excellent jobas they did not only reach the benchmark, but they exceeded it. On the other hand, the last report provided by the QualityManagement Department showed that the Urgent Care Center PSNs have exceeded all the expectations by getting more than700 questionaires filled in May.Nahed Al Marar - Patient Service Navigator conducting asurvey with a patientCounseling TrendsMariam Al Muraikhi shares with us her knowledge and experience during her attendance to the Counseling Arabia Conference2009 which was held in Abu Dhabi Women College between April 7 th – 9th 2009.Counseling Arabia Conference is an annual event that has been actively running in order to develop the professionalismof counseling field both in the UAE and the Gulf region. This year the conference took place in the capital of the UAE,Abu Dhabi. The theme of this year’s conference was “Transitions: Evolutions of Client and Practitioner”. The conferencemembers came from a wide variety of roles including students and professionals in counselling, career development,human resources, academic advising, social work and special needs practitioners. The first two days of the conferenceconsisted of workshops and presentations about the theme. The final day comprised of training programs relevant forprofessionals across the field.10
COMFORT Your serviceThe delivery of the service must be on time, accurate, withconcern, and with courtesy. One may ask why these elementsare important? The answer is that all their services areintangible and in function of perception. As such, they dependon interpretation. In addition, and perhaps more important,service by definition is perishable and if left unattended, itcan affect on the organization.COMFORT is caring, observant, mindful, friendly, obliging,responsible, and tactful.These characteristics are the most basic attributes ofcustomer service and without them; there cannot be a trueservice of any kind. They all depend on interpersonal skills,communication, empowerment, knowledge, sensitivity,understanding, and some kind of external behavior.For example, caring will show that, indeed, you are interestedin what the customer will have to say. You may spend timewith a customer to find out the customer’s real needs, wants,and expectations.You must be observant. In most cases observations maycontribute more to satisfying the customer than directcommunication. Paying attention to body language andmannerisms and, if necessary, read between the lines.Always try to be a step ahead of the customer. Anticipate thecustomer’s action. Actively listen for what the customer iscommunicating, but also—and, perhaps, more importantly—listen for which reason the customer is not communicating.You must be mindful. Remember that you and yourorganization exist to satisfy the customer. Withoutthe customer’s need, you do not have a job and theorganization does not have a service to provide. Thecustomer has a choice and, as such, if you or theorganization does not recognize the urgency, sensitivity,uniqueness, expectations, and influence that thecustomer has, you will not be successful in satisfyingthe customer.You must be friendly. Friendliness does not meanbeing a pest. Offer guidance and information, and letthe customer know you are there to help. If necessary,provide feedback to assist the customer in making adecision. If you do provide a feedback, be truthful.You must be obliging. Patience is the key word tocustomer satisfaction. Sometimes customers do notknow what they want. They are making up their mindsas they go along. As such, accommodating themmay make the difference between a satisfied and anunsatisfied customer. When obliging the customer, donot hesitate to educate the customer as well.You must be responsible. You are the expert. Thecustomer is looking for you to provide the appropriateinformation in a clear, concise, and easy to understandmanner. What you are trying to accomplish is to developa relationship where your expertise can indeed help thecustomer.You must be tactful. In any service organization, andin any service delivery, may accur problems betweenyou and the customer. Do not panic. Tactfulness is theprocess by which the conflict may be resolved. Yourfocus is to satisfy the customer and, as such you shouldtry to identify the problem, analyze it, and then solve itin the most expedient way.References• Customer Service and Satisfaction• R. Fleiss, “Here Is the Scoop on Ben and Jerry’s,”Office Systems 89, February• 1989, pp. 15–18; S. Hutchens, “What Customers Want: Results of ASQC/• Gallup Survey, Quality Progress, February 1989, pp. 29–35.• P.D. Feldman, “I Searched for Excellence and Finally Found It in a Cab,”• Marketing News, August 19, 1991, p. 9.• D.H. Stamatis, Total Quality Service, Delray Beach, FL: St. Lucie Press, 1996.11
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Page 3 and 4: Patient Service Navigators (PSN)WHA
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Patient Experience Department - Sheikh Khalifa Medical City

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