C ustomers and their expectations

1. Customers and their expectations Kari-Pekka Martimo PAA

2. Definition of Quality No 1 • ISO 9001: “The totality of features and characteristics of a product or service that bear on its ability to satisfy stated and implied needs”

3. Definition of Quality No 2 • WHO: • “The degree to which health services • for individuals and populations • increase the likelihood • of desired health outcomes and • are consistent with • current professional knowledge.”

4. Professional Quality WHO definition Technical quality Evidence Based Medicine “Ametijuhendid” Customer Quality ISO definition How to meet customer expectations? “I took for granted, that...” “It made me satisfied, that...” How to exceed customer expectations? “I was delighted, that...” Two Aspects of Quality

5. Principles of Quality Improvement • Success depends on the ability to meet the customer needs • Quality consists of processes • Processes produce information that can be used for their improvement • Most employees strive for quality (excellence?) • “Who did this?!” • “What made this possible?” • “Deviation” instead of “fault”

6. Who are the customers? 1/2 • External customers • Enterprise (top managers) • Workplace (manager, employees, occup safety experts) • Employee • Authorities (Labour Inspectorate) • Internal customers • Colleagues in the same unit • Colleagues in the health care system

7. Who are the customers? 2/2 • Primary customers: • Employee (e.g. health examination) • Employer (e.g. preparing the contract) • Work community (e.g. lecture) • Secondary customers • Employer (e.g. summary of health surveillance) • Employee (e.g. services in the contract) • Work community (e.g. adaptation of work load of one employee) • Authorities and families

8. Stakeholders of OHS

9. Customer expectations 1/2 • Top management • Compliance with the statutory requirements • Reasonable prices and cost-benefit • What else? • Managers • Suggestions for improvement of work environment and work ability of the employees • Support as a supervisor • What else?

10. Customer expectations2/2 • Individual employee • Guarantee of safe work environment • Information about risks related to work and life style • Support and confidentiality • What else? • Society: • Coverage • Effective methods • What else?

11. Assessment of Quality CUSTOMER’SASSESSMENT OF QUALITY EXPECTATIONS EXPERIENCIES SERVICE ORGANISATION SERVICE PROCESSES PREREQUISITES EMPLOYEES

12. Expectations, e.g. Massage Vaccinations Medicals Low costs Sick leave Lecture on stress Retirement Free services Needs, e.g. Better ergonomics Safer working methods Risk assessments Adequate services Adaptation of work Employee survey Rehabilitation Expert services Needs and Expectations

13. Satisfaction surveys • To find out the customer perceptions of our performance • To break the “satisfaction wall”, find latent dissatisfaction • General or process oriented surveys • All customers or a sub-group as the target (one enterprise, a sample, certain time period, one intervention) • You get what you ask! (open questions) • Time of the survey (before, immediately after the service or later) • Nice to know, how good we are, but more important to know, how we can be even better!

14. Health examination satisfaction survey • Background data: • Did you visit OH physician/nurse/physiotherapist? • Gender, Age • Previous health examination: • Less than 1/ less than 3 / 3-5 / more than 5 yrs ago? • Were work and work environment related issues discussed during the visit? • Was life-style related issues discussed? • Please, describe, if any benefit or nuisance was induced?

15. Satisfaction survey (health examination) 1/6 A. Invitation to this health examination - Was it easy to get the appointment? (Y/NQ/n) - Was the date and time suitable for you? - Did you receive enough information on ... Why the examination is made? ... What is included in the examination? ... How you were supposed to get prepared? ... How much time it takes? - How satisfied were you with the invitation? (Scale from 4 ‘very dissatisfied’ to 10 ‘very satisfied’) - How we could have made better?

16. Health examination satisfaction survey Satisfaction survey (health examination) 2/6 B. During health examination - Was access to the OH unit easy? (Y/NQ/N) - How cosy was the waiting room? - Did the examination start on time? - Was the time for examination long enough? - Was the examination without interruptions? - Did you receive friendly and easy service? - Was the information understandable and clear? - Were your working conditions discussed? - Did you get enough information on possible work-related health risks and their avoidance?

17. Health examination satisfaction survey Satisfaction survey (health examination) 3/6 B. During health examination (cont’d) - Was your private life discussed enough?(Y/NQ/N) - Did you consider, that the discussed topics were relevant to you? - Did you get answers to your own questions? - Did you consider, that the nurse/physician was competent?

18. Health examination satisfaction survey Satisfaction survey (health examination) 4/6 How do you feel about the health examination? 1. Informative(Y/NQ/N) 2. Annoying 3. Encouraging 4. Disapproving 5. Interactive 6. Distressing 7. Innovative 8. Respectful 9. Useful

19. Health examination satisfaction survey Satisfaction survey (health examination) 5/6 How satisfied were you with - contents of the visit (Y/NQ/N) - questionnaires (not this one) (Y/NQ/N – NA) - examinations - information and guidance on your work - health counselling - fitness test - laboratory tests - information material - (room for additional items)

20. Health examination satisfaction survey Satisfaction survey (health examination) 6/6 What is your overall satisfaction with the health examination? (scale from 4 ‘very dissatisfied’ to 10 ‘very satisfied’) How we could have made better? How likely you are going to attend the next health examination? (scale from 4 ‘definitely not’ to 10 ‘definitely’)