Accreditation Statement: AMDA – The Society for Post-Acute and Long-Term Care Medicine is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education for physicians.
Designation Statement: AMDA – The Society for Post-Acute and Long-Term Care Medicine designates this live activity for a maximum of 1.5 AMA PRA Category 1 Credit(s) ™. Physicians should only claim credit commensurate with the extent of their participation in the activity.
ABPLM Designation Statement: This internet enduring material has been pre-approved by the American Board of Post-Acute and Long-Term Care Medicine (ABPLM) for a total of 1.5 management hours toward certification as a Certified Medical Director (CMD) in post-acute and long-term care medicine. The CMD program is administered by the ABPLM. Each physician should claim only those hours of credit actually spent on the activity.
Session Description: The advent of value-based purchasing has amplified the significance of metrics such as patient satisfaction and experience with care. Many organizations are tying provider compensations and incentives to these metrics. Significantly, providing a high quality experience for patients is an ethical and professional responsibility of long-term care providers. Service-based industries including restaurants have decades of experiences in promoting customer satisfaction, but the majority of research and quality initiatives in skilled nursing facilities (SNFs) have taken a more clinical focus. In this interdisciplinary session, presenters will encourage the audience to think differently about how patients are served by proposing to view patients as customers. Customer interactions within a health care system will be compared to those in a restaurant using a video vignette. To highlight the potential applicability of this approach to improving clinical as well as patient satisfaction outcomes, literature on the relationship between patient satisfaction and health outcomes will be shared. Presenters will also describe the outcomes of one SNF’s unique approach to promote high customer satisfaction. Audience will have the opportunity to participate and be provided with take home strategies and tools to improve customer satisfaction in their own facilities.
Describe commonalities between a patient and a customer.
List associations between patient satisfaction with healthcare experience and health outcomes.
Explain new approaches to promote customer (patient) satisfaction.
Develop strategies to improve customer service in their SNFs.