Term
| What is a patient Bill of Rights? |
|
Definition
| What every patient should expect. Ex: We will listen to your concerns. We will deliver what we promise. Expect excellent service |
|
|
Term
| What are a few roles of the receptionists/front-office staff? |
|
Definition
| Send out reminder emails, texts, or calls, greet, schedule, and follow-up after the visit |
|
|
Term
| List verbal behaviors associated with positive patient outcomes |
|
Definition
| Empathy, encouraging patients to ask questions, increased time for appointment, more time on case history, speaking at a patient's level, and listening behaviors |
|
|
Term
| What are some verbal behaviors associated with negative patient outcomes? |
|
Definition
| Interrupting the patient, showing passive rejection, provider disengaged, provider dominating the exchange |
|
|
Term
| The more ___ a customer is the more loyal they will be to your clinic |
|
Definition
|
|
Term
| Describe techniques used to calm an unruly situation |
|
Definition
| Ask family member for help, maintain appropriate physical distance, get agreement on core issue, encourage the patient to talk about the problem, remain calm |
|
|
Term
| Describe characteristics often associated with patients who do NOT adhere to treatment plans |
|
Definition
-May appear aloof, argumentative, arrogant, intimidating
-Often impatient with the HAF process
-Complain about small issues
-Try to fix problems themselves |
|
|
Term
| __-__% of those with complaints will stay with your office if complaint is resolved |
|
Definition
|
|
Term
| the degree to which patient care services increase the probability of desired patient outcomes & reduce the probability of undesired outcomes given the current state of knowledge |
|
Definition
|
|
Term
| is an ongoing process; focus on patient satisfaction & eliminating waste |
|
Definition
| Continuous quality improvement (CQI) |
|
|
