UNTHSC Clinical Practice Improvement

High Quality Customer Service

Activity Details
  • Credit Amounts:
    • CPE: 0.50
    • TSBSWE: 0.50
    • UNTHSC: 0.50
    • Physicians: 0.50
    • TNA: 0.50
  • Cost: Free
  • Release: Apr 27, 2018
  • Expires: Jun 3, 2018
  • Estimated Time to Complete:
    30 Minutes
  • System Requirements:
  • Average User Rating:
    (5 Ratings)

Needs Statement

Published literature demonstrates associations between patient satisfaction, continuity of care and desired patient outcomes. Organizationally, UNT HSC has set goals regarding the improvement of the UNT-Heatlh clinical practice Net Promoter Scores. Net Promoter Scores are a measure of customer satisfaction.

References:

  • Tsernov K. The Importance of Patient Satisfaction. In. Qminder Blog. Vol 20182017. Accessed at: https://www.qminder.com/importance-patient-satisfaction/
  • Goodman J. Membership services as a revenue center: Cost justification and marketing impact of an aggressive service program. Washington, DC: Technical Assistance Research Program. 1999.
  • Davies E, Shaller D, Edgman‐Levitan S, et al. Evaluating the use of a modified CAHPS® survey to support improvements in patient‐centred care: lessons from a quality improvement collaborative. Health Expectations. 2008;11(2):160-176.
  • Fullam F, Garman AN, Johnson TJ, Hedberg EC. The use of patient satisfaction surveys and alternative coding procedures to predict malpractice risk. Medical care. 2009;47(5):553-559.
  • Prakash B. Patient satisfaction. Journal of Cutaneous and Aesthetic Surgery. 2010;3(3):151.
  • Rodriguez HP, von Glahn T, Chang H, Rogers WH, Safran DG. Measuring patients' experiences with individual specialist physicians and their practices. American Journal of Medical Quality. 2009;24(1):35-44.
  • Saultz JW, Lochner J. Interpersonal continuity of care and care outcomes: a critical review. The Annals of Family Medicine. 2005;3(2):159-166.
  • Segal J. The role of the Internet in doctor performance rating. Pain physician. 2009;12(3):659-664.
  • Van Servellen G, Fongwa M, Mockus D’Errico E. Continuity of care and quality care outcomes for people experiencing chronic conditions: A literature review. Nursing & health sciences. 2006;8(3):185-195.
  • Clarke R. Measuring patient loss. The Journal of medical practice management: MPM. 2002;17(4):183-186.
  • Solomon, M. 8 Ways to Improve patient Satisfaction, Patient Experience and (By The Way) HCAHPS Scores. Forbes. Enrepreneurs. 11 January 2015. Accessed: https://www.forbes.com/sites/micahsolomon/2015/01/11/8-ways-to-improve-patient-satisfaction-and-patient-experience-and-by-the-way-improve-hcahps-scores/#ffa5c8c51919

 

Learning Goal and Outcome

Learning Goal:  UNT Health care teams will use high quality customer service skills to build patient loyalty and improve health outcomes.

Learning Outcome: This activity will equip participants with knowledge to enhance their customer service skills and foster attitudes which support positive interactions with patients.

Target Audience

This activity was planned to address the educational needs of physicians, physician assistants, nurse practioners, nurses, pharmacists, social workers and other staff.

Objectives

Learners will be able to:

  • Describe characteristics of high quality customer service in the clinical setting.
  • Discuss the benefits of high quality customer service for patients and providers.
  • Select and commit to at least one behavior to improve the participant's customer service skills.

Accreditation

CPE

ACPEThe University of North Texas Health Science Center is accredited by the Accreditation Council for Pharmacy Education as a provider of continuing pharmacy education.

 

This knowledge-based activity has been assigned 0845-0000-18-062-H04-P and will award 1.00 contact hour (0.100 CEUs) of continuing pharmacy education credit in states that recognize ACPE providers.

Statements of participation will indicate hours and CEUs based on participation and will be issued online at the conclusion of the activity. Successful completion includes completing the activity, its accompanying evaluation and/or posttest (score 70% or higher) and requesting credit online at the conclusion of the activity. Credit will be uploaded to CPE Monitor, and participants may print a statement of credit or transcript from their NABP e-profile. UNTHSC complies with the Accreditation Standards for Continuing Pharmacy Education.

TSBSWE

This activity is approved for a maximum of 1.00 Clock Hours for Social Workers.

UNTHSC

The University of North Texas Health Science Center certifies this activity for 1.00 hour of participation.

Physicians

The University of North Texas Health Science Center is accredited by the American Osteopathic Association to award continuing medical education to physicians.

The University of North Texas Health Science Center has requested that the AOA Council on Continuing Medical Education approve this program for 1.00 hour of AOA Category 1B CME credits. Approval is currently pending.

The University of North Texas Health Science Center is accredited by the Accreditation Council for Continuing Medical Education (ACCME) to provide continuing medical education for physicians.

The University of North Texas Health Science Center designates this enduring material for a maximum of 1.00 AMA PRA Category 1 Credit(s)™. Physicians should only claim credit commensurate with the extent of their participation in the activity.

The University of North Texas Health Science Center presents this activity for educational purposes only. Participants are expected to utilize their own expertise and judgment while engaged in the practice of medicine. The content of the presentations is provided solely by presenters who have been selected for presentations because of recognized expertise in their field.

ACGME Competencies

  • Patient care
  • Interpersonal and communication skills
  • Systems-based practice

IOM Competencies

  • Provide patient-centered care
  • Work in interdisciplinary teams
  • Employ evidence-based practice

IPE Competencies

  • Roles/ Responsibilities
  • Interprofessional Communication
  • Teams and Teamwork

 
TNA

UNT Health Science Center is an approved provider of continuing nursing education by the Texas Nurses Association - Approver, an accredited approver by the American Nurses Credentialing Center's Commission on Accreditation.

This activity provides up to 1.00 contact hour.

Statements of participation will indicate hours and CEUs based on participation and will be issued online at the conclusion of the activity. Successful completion includes completing the activity, its accompanying evaluation and/or posttest (score 70% or higher) and requesting credit online at the conclusion of the activity.

Faculty Disclosure

Neither the UNT Health Science Center INCEDO office nor any of the planning team have anything to disclose.

Additional Information

Data collected as part of this activity may be analyzed as part of educational research to study the effectiveness of interventions. This project is included under UNTHSC IRB protocol #2017-056.