CDIMDissatisfaction felt by patients may have a major impact on hospital management
一人の患者が病院を受診して感じた不満は、配偶者、子供、親、親族、友人、知人へと広がっていきます。このようなレピュテーションの低下は、その患者だけでなく、他の患者の病院選択へも影響します。複数回、外来受診し、場合によっては入院する一人当りの医業収入を考えると経済的な機会損失はばかになりません。
Patient satisfaction should be evaluated in conjunction with criticality. It's a shame that customers have low levels of satisfaction on items they consider important. There is also a method of having the patient rate the importance of the question items along with their satisfaction rating, but it is always necessary to think about what is important to the patient.
I chose this hospital because I was introduced to it by another medical institution, because the hospital has a good reputation, because I thought the standard of medical care was high, because there were no other hospitals nearby, and because the facilities and equipment were good. There will be answers such as because you are undergoing a medical examination. It is necessary to consider what items influence the determinants of hospital selection, and what is important for increasing patient satisfaction, increasing hospital reliability, and becoming a hospital of choice. .
Is the doctor's explanation and communication going well?
Among them, I think that items related to doctor's explanation and communication are very important. In the patient satisfaction survey, there are items such as "physician's language usage and attitude", "physician's explanation of medical conditions and test results", and "ease of asking questions and consulting with physicians". These results are generally "very satisfied" and "satisfied" at 70-80%, and "somewhat dissatisfied" and "dissatisfied" less than 5%.
However, the impressions of hospitals that I have heard from people who have visited hospitals around me are a little different, and I feel that the dissatisfaction rate is higher.
Common complaints about medical care include:
① The future prospects were not shown
② There was little explanation or guidance
③ The doctor's attitude was arrogant
④ I couldn't understand what kind of illness or condition it was
⑤ I didn't get enough answers to my questions
⑥ It was not an atmosphere where I could ask the doctor questions
Etc.
I have a suspicion that patient satisfaction surveys show that dissatisfaction with doctors is lower than expected. Compared to other occupations, it may be difficult to answer dissatisfaction with the doctor who is actually treating you or will be seeing you in the future. It will also depend on how easily you can choose to go to another hospital if you are dissatisfied.
What do patients want from hospital visits?
Of course, the main purpose of patients visiting a hospital is to cure their illness, but I think the most important purpose is to feel safe. It would be best if you came to the hospital with anxiety when you realized that you were not feeling well. However, even if the name of the disease is known, if future treatment policies and prospects are presented, the mind will be much calmer than when you were worried alone. Most patients will not be able to appreciate the difference in the level of care provided by each hospital. Patients may evaluate the hospital based on the doctor's explanation and attitude. I believe that this leads to satisfaction and greatly affects the trust and reputation of the hospital.
And it leads to hospital visits and affects the number of patients. We need to be more aware of the importance of doctors' explanations and communication with patients, and make every effort to find out if the information is properly conveyed to patients, and if patients are satisfied with the explanations and consultation responses. think.
If you don't actively draw out from here, you can't hear the real intention
You should be aware that it is difficult to express frank complaints when asked about the evaluation of a doctor by a hospital where you actually see a doctor. If you listen roughly, you won't hear complaints. One way to check this is to raise the items that may make you feel dissatisfied, such as "How is this?", "Are you satisfied with this point?"
In general companies, efforts are also being made to hear the voices of customers from departments other than those that provide services. At the golf course, I talk to my friends at the entrance about my dissatisfaction with the caddy on my way home. Some places have a system in which the front desk person or cleaning staff notes it and reports it. In that way, it may be necessary to take the attitude of not failing to hear even the smallest of complaints and make use of them to improve customer satisfaction.
Physician's ability to explain and communicate is extremely important for hospital management
Doctors' explanations to patients and answers to their concerns account for a great deal of what patients want from hospitals, and I believe that this is an important response to increase the hospital's reputation and trust.
In some cases, the diagnosis cannot be confirmed at the first visit, and in order to carefully progress diagnosis, treatment, and maintenance, physicians and other health care professionals must have multiple, in-depth meetings with the patient while deepening their understanding of the patient. It is said that communication is important. It is difficult to explain in medical care, and I think that it is difficult to see many patients, but I will explain the contents of the diagnosis and the future prospects, answer the patient's questions, and relieve the patient's anxiety and doubts. should speak
If the diagnosis takes time, explain that you are proceeding with the best standard treatment procedures, tell the patient that you are watching the condition carefully, and ask about the patient's concerns and relationships, including family members. The language, order and content of the talk should be gender conscious and appropriate to the person/family. And it is very important to check whether the explanation from the hospital has been properly delivered to the patient and has been accepted.
Considering that this is an item that greatly affects patient visits, I think that increasing satisfaction with explanations and answers is an important issue for hospital management.
Responsibility: Yasuhiro Fujii
Yasuhiro Fujii (Senior Consultant, CDI Medical Co., Ltd.)
Graduated from Keio University Faculty of Letters (Department of Human Sciences).
After working at Lifetime Partners Co., Ltd., EY Advisory & Consulting Co., Ltd., and others, he continues to this day.