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CEP Presentation For Ops Summit 24 Nov 09
CEP Presentation For Ops Summit 24 Nov 09
CEP Presentation For Ops Summit 24 Nov 09
Tuesday
24 Nov 09
Overview
Measure
Drill Down
Improve
Visualise
Energise
Moving Forward
Remembering the Apple Framework
5. Energise 1. Measure
4. Visualise
Core Attributes
- Compliment / Treating patients with
Suggestion Wall Empathy, Care &
- Achievement Board Professionalism
- Apple Cards to ensure
Healthy & Satisfied Patients
Enabled through 7 Habits
Learning
New Staff Existing Staff Supervisors/
Managers
Refresher Reinforce
Apple Basic Orientation with
(through roll- through audits
(CEP Standards) Apple Basic
call) and roll-call
Roll call
Service Service Recovery (Learn from
Recovery (through roll-call) complaints &
compliments)
Objectives are
– To assess the level of patient satisfaction so as to fine tune the level of
service provision
– To obtain a baseline ratings to be used as a benchmark against similar
surveys conducted by MOH
60.0
53.3
48.7 47.8
40.0
31.4
26.8 25.7
19.5
20.0 15.9 15.1
90 .0 86.4
68.6
70 .0
60 .0
F acilities C are K & S of K & S of C & C of C & C of C lear K & S of A lliedC & C of
C oordinationD octors Nurses D octors Nurses E xplanation Health A llied Health
on
procedures &
care
J u l-0 9 J a n -0 9 M O H 08
Drill Down: Patient Focus Groups
Respondents were recruited from the then I waited for nearly 2 hours and was crying from
ongoing Customer Satisfaction Survey. the pain.. I hid in one corner because I don’t
want anyone to see me crying…even in all
these pain, they must ask for payment first…
A mixture of satisfied and unhappy patients they didn’t even offer a wheelchair
from A&E, SOCs and Wards were invited to
attend the session.
Almost all of the lapses could be attributed to the breakdown of communication in one
or more of the following forms:
Wards
- NOs doing daily rounds to identify and flag problematic cases for enhanced communication and care by team
- Nurses doing daily communication updates during visiting hours
- Nurses doing post discharge call to all patients the day after discharge
Wall Mural
Lift Decal