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This two form allows business customers to assess their satisfaction and ask to speak with management. And 'specially designed for the Commission on Vocational Rehabilitation.
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In New York City May 6, 2003, a Commonwealth Fund/Harvard/Harris Interactive survey of patients with health problems in the United States and four other industrialized countries revealed disturbingly high rates of medical errors, lack of coordination in patient care, and poor communication between doctors and patients. The survey stated that U.S. patients were more likely than those in the other countries to report communication difficulties with their physicians. Three of 10 respondents in the U.S. said they left a doctors office without getting important questions answered.
The fact is patients leave doctors’ offices everyday without having their questions answered. They do not have an understanding what their diagnosis is, how they got it and what will be done to cure it. Many times they never return after the initial encounter because they left the office feeling that they were not heard or understood and there was a lack of care for them while they were there.
Communication matters. You do not have to be the sharpest crayon in the box to understand this. It is the desire for all humans to understand and to be understood. In our practices today patient/staff, patient/physician and physician/staff communication is a necessity, not an option. Communication is a skill and an art; it can be learned and mastered. It must be done if we are to develop successful relationships with our patients and those we work with.
According to the Bayer Institute for Health Care communicating effectively with patients can be broken down into a process that includes these communication skills.
• Engagement
• Empathy
• Education
• Enlistment
Engagement: This is the connection between the patient and office staff or doctor for the duration of the patient’s office encounter. This is the opportunity for the doctor and the staff to engage the patient by listening attentively to them, answering their questions honestly and creating a bond between patient/doctor and patient/staff that will continue to grow with each encounter. This is where the rubber meets the road as far as building trusting relationships where the patient feels that they are genuinely cared about and their best interest is the main concern.
Empathy: People can tell whether you are sincere or not. If your patient feels and believes that you have seen, heard and accepted them you and your office staff will have earned their trust. Many times staff and doctors alike will treat the patients they see as just “another patient” and not as an individual that deserves individual attention.
Take time to listen to each patient, acknowledging their individual problem, even though you have seen a thousand cases with the same diagnosis. Encourage your patients to talk about themselves and who they are. This may take an extra minute or two but the connection you or your staff will make with this individual will be well worth it.
Always remember the “Golden Rule” and treat others how you would want to be treated”.
Education: In order to provide education for our patients, you must make sure that your staff is educated in every area of podiatric medical care. It is a well known fact that the medical assistant spends approximately more than three times the amount of time with the patient than the physician. So who also needs to be educated? Making sure your office staff is well educated is an investment you must make. Your office staff is the first encounter that your patients have with your office. They represent you and what you can do for the patient. Education is the key to providing the best for not only your patients but those valuable assets “your employees”.
Listen to what is being said in your practice to your patients, other staff members, vendors, and other physician’s offices by your staff members. Do they represent what you stand for and want to provide? Are your staff members able to communicate effectively to your patients? Do they have the education that they need to be able to do this to your satisfaction?
Enlistment: Is about you the doctor asking the patient to collaborate with you in their medical treatment. Once the patient becomes a part of the process they will want to understand what has happened to them and what can be done to make it better. It becomes a partnership in creating successful treatment outcomes. The patient will feel that you the doctor have heard them because you want them to participate in their treatment. They will feel that you care because you have taken time with them and are willing to collaborate regarding their problem. This is not always as easy as it sounds. Not all patients are willing to comply with their treatment protocols and their outcomes show this. Non-adherence is a big problem and there are several factors that play into this.
Ultimately we want to create the win-win situation for our patients, staff and physicians. Effective communication will play a big part in making this happen. Take the time to listen to what is being said in your office. But not only what is being said, but how it is being said and what is being interpreted by what is being said.
Our patients are our livelihood and we are in our offices to be there for them. Don’t they deserve the best when they walk in our doors?
Originally said in 1925 by Dr. Francis W. Peabody, “… For the secret of the care of the patient is in caring for the patient. ” The patient must occupy center stage in the doctor patient visit. Any activity that shifts that focus may harm the therapeutic relationship”.
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Most of us like to be liked. We tend to present ourselves in a favorable light; we do not like to appear ill-informed or ill-prepared. So, when we are asked to participate in an online questionnaire, we are eager to please, to provide useful information.
On the other hand, others of us may not trust those gathering the information. We want to know how the information we provide will be used, where and to whom it will be disseminated. We need to trust that our answers will not be attached to us or adversely affect us in any way before sharing things about our personal behaviors, opinions or attitudes.
In survey research, social desirability is the tendency of some people to respond in a way that is socially acceptable, a response different than their non-socially acceptable answer would be. They may report attending church more often than they actually do, smoking less, and exercising more. They stretch the truth to make themselves look good in the eyes of those asking the questions.
Some questionnaires are more prone to the effects of social desirability than others, depending on their content. The challenge is in designing the questionnaire so that no one feels embarrassed, singled out or ‘less than’; ensuring respondents are willing to answer questions in a straightforward, honest way.
How does one create a questionnaire that makes individuals feel comfortable about sharing their opinions or experiences with topics like prejudice, bankruptcy or use of illegal substances without fear of repercussion or ‘looking bad’ in the eyes of those asking the questions?
There are individual characteristics like culture and personality that influence socially acceptable responses to questionnaires. Also, social desirability may be influenced by the mode of data collection and item wording.
Some individuals are from cultures pre-disposed to revealing more information about themselves than others. Given that questionnaires have the potential to be cross cultural and global in their reach, it is important to be as inclusive as possible in culturally neutral language and inferences, unless of course that contradicts the purpose of the research.
Social desirability scales, like the Edwards Social Desirability scale, measure the tendency to put oneself in a positive light. This might be administered to the potential sample to assist in selecting those less predisposed to socially acceptable responses.
Studies show that when the questionnaire content is of a more sensitive or threatening nature (e.g., race, illicit drug use, socioeconomic status), online questionnaires decrease the likelihood of social desirability bias. Responses are more truthful, perhaps due to the perceived anonymity of responding to questions online, in the absence of a human being.
The way in which an item is worded can help respondents feel comfortable and safe in sharing their true feelings, rather than sharing what they think people want to hear. Strive to be impartial and non-judgmental when asking questions. The words pro-choice may be less offensive to some than abortion. Ask about driving under the influence instead of drunken driving, etc.
Research suggests that guaranteeing anonymity and confidentiality can minimize socially desirable behaviors and attitudes. Anonymity generally means that the identity of respondents will be completely unknown to anyone. Confidentiality generally means that individuals who respond to a questionnaire will not be associated with their responses in any way without their express permission. This assurance often relieves reluctance to respond to surveys about sensitive topics.
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Everything Is a Path to Profit
Companies emphasize different aspects of doing business. One might work to create a better quality product. Another could push great customer service or employee morale. Still others might put high sales volume or low production costs as a priority. In fact all of these efforts are secondary to the real goal.
Why do you want to make a better product? To make more money. What will happy customers and motivated employees generate? More money. Increasing sales, cutting costs or any other initiatives within your company have the same goal. Unfortunately some executives become so obsessed with the short term objectives such as improving marketing efforts, they lose sight of the ultimate goal of improving the company’s bottom line. Once you see everything you do as a path to financial success, it becomes easier to balance different activities.
Start with Professional Financial Advice
Accounting is not sexy. Corporations brag about the awards they win, customer satisfaction surveys, or record profits. Few executives boast about hiring the best accountants in the industry. Yet solid accounting practices are at the heart of a financially successful business.
Many organizations don’t have the time or experience to hire, train and maintain a great accounting team, which is why a growing number of businesses are turning to outsourced accounting departments. They get the benefit of top-notch accounting and bookkeeping services without the administrative costs associated with running the department. Advances in information technology mean there is no longer a reason to have internal accounting operations. You can check your books online just as easily using an outsourced accounting department as you can with an internal financial team.
Use the Financial Tools You Have
Once you’ve developed a partnership with an outsourced accounting department, take advantage of their capabilities. Your accounting team should be doing more than filing your taxes. They are an integral part of ongoing financial and business planning.
Most executives don’t look at financial reports often enough. They may not really understand the information presented and don’t want to admit it. Or they might feel the financial details don’t affect the big picture view. Nothing could be further from the truth.
The current and future states of a company’s finances are critical in daily operations and long term growth. Organizations run by executives who are well versed in the financial picture are more likely to be successful. Although executives should have a grasp of accounting fundamentals, an outsourced accounting department presents the data in a way non-accounting personnel can understand.
Contract with an outsourced accounting department today and get control of your business’s ability to generate a profit.
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Commercial for CNB Bank, Inc. located in Berkeley Springs, WV. Commercial features comments from actual CNB Bank, Inc. customers and stats from a survey of CNB customers.
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There is a single sentence in the new ISO 9001:2000 requirements that makes this book essential: “Customer perception, as to whether customer requirements have been met, shall be monitored”. This book’s sole purpose is to provide you with ISO 9001-friendly techniques for meeting the requirements in that sentence. The author provides a clear, 7-step process for tackling that daunting task:
(1) Identify your customers.
(2) Identify their requirements. (Maps to ISO requirements 5.2, 7.2.1).
(3) Determine what you’re going to measure, and how.
(4) Measure satisfaction based on step 3. (Maps to ISO requirement 8.2.1).
(5) Analyze the data. (Maps to ISO requirement 8.4).
(6) Report the results.
(7) Communicate the results and employ continuous improvement methods. This complies with the change from the 1994 version in that continual improvement is now required, where it was only implied in the 1994 version.
What makes this book so valuable is that it reduces the complexities for meeting each of the requirements using the process to a series of steps in each process stage. Each chapter contains a summary of the goals, then gives step-by-step procedures needed to attain the goals, and identifies the deliverables that must be produced. This sounds simple on the surface. In reality implementing customer satisfaction requirements management, measurement and continuous improvement is a complex undertaking that not only touches virtually all parts of an enterprise, but also mandates a change in corporate culture.
Additional value in the form of worksheets and checklists covered in the appendices (and provided in electronic format on the CD ROM) make this book absolutely essential to any company that is pursuing certification (or are re certifying under the 2000 version).
Additional features of this book include: the author’s extensive experience in customer satisfaction management is condensed into this reasonably short book, the book layout makes it easy to follow and find information, and the straightforward manner in which necessary information is presented. This is the only book, to the best of my knowledge, that solely focuses on this aspect of ISO 9001:2000. Fortunately, it covers all of the essentials and leads you step-by-step through the process of meeting this important set of requirements. I personally believe that it’s the key to getting certified under the 2000 requirements because of the scope and magnitude of effort that is required to comply with a seemingly innocuous requirement that can be a major barrier to achieving certification.
Recent changes to the ISO 9001:2000 international standards require that organizations must have an effective method of measuring customer satisfaction to achieve ISO certification. In addition to maintaining thorough documentation of each process, these organizations must also measure the effectiveness of that process, along with the consequences for the customers. Customer Satisfaction Measurement Simplified is the first book on the market specifically written to assist on attaining this requirement. Using graphics, charts, and real data with examples drawn from the author’s own experiences, Customer Satisfaction Measurement Simplified will guide you through the process of implementing a customer satisfaction measurement process to help your organization meet ISO 9001 certification.
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Any online degree probably cannot compete with a traditional university degree. Concentrated time spent on the campus in a face-to-face discussion setting is perhaps the best way of knowledge transfer, in spite of the advent of technology that can make physical presence of a classroom redundant!
Being able to attend a regular class is, however, not possible for every student. You might not have the resources in the initial stages of life, and at a later point in life time might become a constraint. Hence, to complete your education, you need the flexibility of time and place and the convenience of doing it from anywhere in the world. The University of Phoenix is perhaps one of the best options available to you today. The University has earned repute for excellence and success. In fact, according to a student survey, there is 95 percent satisfaction level amidst students who earn their online degree from the University of Phoenix.
The alumnae from the University of Phoenix have seen a marked increase in their marketability. They have been able to secure jobs that they desired, or have received promotions in their present jobs. Many full-time homemakers have been able to complete their education, which has helped them not only with their self esteem but has also prepared them for job markets once they decide to move out.
The flexibility offered by the University of Phoenix is a major advantage. Each course can be taken over a period of five to six weeks and students can take a break between courses. They do not have to be present for any classes and can review the downloaded learning material offline at their convenience. Additionally, the University of Phoenix Online education is recognized for most employer reimbursement plans. For these reasons among many others, the University of Phoenix is perhaps the best place to start looking for the means to fulfill your career goals.
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Mystery shopping is an excellent way to make extra money. In fact, some people make a full time living doing it.
There are many mystery shopping companies that will pay you to shop, eat at restaurants and take part in focus groups.
A mystery shop consists of getting paid to go into a business without the employee’s knowledge and reporting back to the mystery shopping company.
A focus group is when you get paid to sit down with other people who are also getting paid and discuss new products or services.
Mystery shopping jobs and focus groups are easier to find if you live in or near a large metropolitan area.
After you do a mystery shop you answer some questions and file your report with the mystery shopping company. These reports are usually set up as a series of questions and often can be completed quickly.
The reason they have mystery shops and focus groups is so that companies can get feedback on their employees, products and services. That way they can see where there might be problems and make the necessary changes to improve things.
A few years ago I had some free time and I wanted to make some extra money. I took a course, How to Become a Mystery Shopper, at a local community college. After completing the course I registered with a few mystery shopping companies online.
You can do a search on Google for “mystery shopping.” Bypass the mystery shopping websites that are trying to sell something. You want to find the mystery shopping websites for the actual mystery shopping companies. These mystery shopping companies will never charge you any type of fee to register or to do mystery shops or focus groups.
Be sure to read all the free mystery shopping information you come across. There is an art to being a good mystery shopper. Basically you are like a reporter. You will never add your feelings or what you think to a mystery shopping report. Your job is to just answer the questions, report the facts and describe what actually happened during your shop.
You never want to give your own recommendations. That is not why you are hired. If the mystery shopping company wants a consultant, they will hire one. All they want you to do is to answer questions with just the facts of your mystery shopping assignment.
Once you find a few mystery shopping companies you can then register with them. They’ll contact you by email whenever they have a mystery shopping job in your area. You’ll only respond to the emails when you want to do the shop. Otherwise you can just delete the email. You get to pick and choose the shops you want to do.
A couple of years ago I did some apartment shops for the Jancyn Evaluation Company that took me about half an hour to complete. Since they paid $25, I was basically being paid $50 an hour.
You can register with the Jancyn Evaluation Shops Company. They may pay more than $25 today for apartment shops since it has been about two years since I’ve done an apartment shop for them.
Jancyn also does a lot of shops and surveys for the Ross Dress for Less retail stores. I’m not sure if Jancyn still has a business relationship with Ross, but I once handed out survey forms in one of the local Ross stores here in the Seattle area and made $500 for about 30 hours of work.
Here’s the URL for Jancyn if you’d like to register with them to do some shops. http://www.jancyn.com
Another mystery shopping company that I get a lot of email requests for shops for is the Secret Shopper Company. They seem to specialize in shops for Veterinary Clinics. They pay $15 plus up to $100 payment NOT including tip + $10. The only catch is that you have to own a cat or dog, which I don’t, but maybe you do. Here’s their URL http://www.secretshopper.com
OK, I’ve saved the best for last. Fieldwork specializes in setting up focus groups for some of the biggest companies in the US. They pay $50 to $75 for a focus group meeting that usually lasts about an hour.
The last one I did with them was for some research for eBay. They were trying to come up with a name for a new category on their website.
Fieldwork is located throughout the US in major metropolitan areas. You’ll have to visit their website to see if they are located near where you live.
It’s great if you have children since Fieldwork does a lot of focus groups involving children. Perhaps you can talk your kids into splitting the fee with you. Again, the pay usually works out to be about $50 to $75 an hour.
Unfortunately I have no children, but the next time I get an email for a focus group for children I’ll borrow a couple of my neighbor’s children. Here’s the link for Fieldwork. Fieldwork.com
Now you have a basic idea of how the mystery shopping and focus groups work. Start searching for more mystery shopping websites and get paid to shop, eat and taking part in focus groups. It’s easy money!
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