Patient Affairs

Advocacy servicesComplaint management

At AUBMC

Outline Why Patient Affairs?!?!?! Advocacy Services

Aim Functions Outcome

Complaint management Policy Process

Age of manufacturing

Age of Distribution

Age of Information

Age of the Customer

1900 -

1960

1960 -

1990

1990 -

2010

2010 -

?

Source: June 6, 2011, “Competitive Strategy In The Age Of The Customer” Forrester Report

Why Patient Affairs?

Inline with AUBMC mission and vision ….. in meeting patient satisfaction and achieving service excellence ….

In line with 2020 vision that was set by Dean Sayegh The Patient Affairs Unit was established in September

2010

Our mission is to promote and ensure patient satisfaction at all times and guarantee that the patient’s stay at AUBMC is the very best by following a patient-centered care approach while maintaining service excellence.

Note:

As per JCI and MOPH accreditation standards, patients should be educated about their Patient Rights and Responsibilities.

AND

PFR.4: Staff members are educated about their role in identifying patients’ values and beliefs and protecting patients’ rights.

Advocacy Services The Patient Advocates are health care Professionals. Their main responsibility is to advocate in the name of patients and their families. Patient Advocates proactively identify and

manage patient related issues in a timely manner through conducting daily rounds on inpatient units.

Patient Advocacy data are collected from the various services, and findings are shared with concerned departments as part of the quality improvement process.

The advocacy service is available 24 hours / 7 days a week.

Advocacy Services cont’d

Functions Be proactive in identifying service delivery

problems Serve as a formal grievance mechanism for

patient/family Analyze the grievance/complaint and

communicate with concerned department/unit Initiate corrective action for resolution of

actual complaint or prevention of potential problem in coordination with unit/department concerned

Advocacy Services cont’d

Respond back to patient/family on the strategies taken. Follow up on the actions taken to prevent similar complaints

Document all complaints received. Gather data of trending complaints. Submit periodic progress reports to track outcomes.

Advocacy Services cont’d

Outcome

Outcome cont’d

Visited Departments All inpatient units Outpatients: PC, FM, ED, Basile Outpatient

Patient Satisfaction projects Assist the administration in projects that

impact patient satisfaction.

Coding of Patient concerns

AUBMC core Values: Respect Integrity Teamwork and Collaboration Accountability Stewardship Diversity

AUBMC Goals:

Patient-centered care Quality and Safety Service Excellence Operational Efficiency Financial Performance to support our Mission

Patient Affairs’ Coding Matrix:

Access to care Finance Accommodation - Physical structure Accommodation - Laundry Accommodation - Housekeeping Accommodation - Food: quality and choice Accommodation – Parking Accommodation - Transport services Accommodation - Noise Attitude: Respect and Caring Communication and Coordination of Care Equipment failure / malfunction Patients’ rights - Information and Engagement Patients’ rights - Confidentiality and privacy

Patient Affairs’ Coding Matrix: cont’d

Quality - Delay in treatment Quality - Pain management Quality - Skills and competency Quality - Treatment and plan of care Quality - Discharge planning Safety - Patient identification Safety - Medications and treatment Safety – Infection Safety - Adverse Events and incidents Patient Education Timely responsiveness Waiting time

Complaint Management At AUBMC, we have many policies that

protect patients and their families. One important policy for patient affairs

is:

Complaints and Compliments Management

(GLD-ADM-003)

Complaints and Compliments Policy The process includes: receiving,

investigating and resolving complaint in an effective and efficient manner.

Complaints are handled in a strictly confidential manner as per the Patient Confidentiality, Security, Privacy and Release of Patient Information Policy (MCI-MUL-002)

Every complaint is answered in an attempt to ensure service recovery in a timely manner.

An apology is made where a problem clearly lies in a service or level of care.

Process of handling a complaint

First Remember

All AUBMC staff shall make every effort to resolve complaints at the

POINT OF SERVICE courteously and fairly.

How??? Ensuring prompt and efficient

communication Identifying the cause of the complaint Responding sympathetically Taking the appropriate remedial action Communicating the outcome of the

complaint with the complainant Conforming that the complaint is

satisfied with the outcome

Complaints that are not resolved at the POINT OF SERVICE???

Direct them to the Patient Relations Office, Phase II, first floor

Ext: 6010Email: aubmc@aub.edu.lb

Process

The Patient Relations’ manager role: Acknowledge the receipt of complaint

within 2 days Give the complaint a processing number Analyze the complaint and code it as per

the coding matrix of patient affairs and link it to AUBMC values and goals.

Communicate the complaint with the departments or services involved

Collect replies and close the complaint after responding to the complainant.

At the end, remember….

. Stre

ssful

Anxiety

Fear

Uncertainty

Confusion

Sickness Helpless

… What about the FAMILY

Treat your patient with

Empathy

Place yourself in the shoes of your patient!

Thank you