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PRESENTATION BY DR.(MRS.) STELLA OKOLI (OON) GMD, EMZOR GROUP

THE PRESIDENTIAL SUMMIT ON UNIVERSAL HEALTH COVERAGE, PRE-SUMMIT TECHNICAL WORKSHOP 8 TH MARCH 2014. TITLE : IMPROVING CONSUMER SATISFACTION. PRESENTATION BY DR.(MRS.) STELLA OKOLI (OON) GMD, EMZOR GROUP. INTRODUCTION.

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PRESENTATION BY DR.(MRS.) STELLA OKOLI (OON) GMD, EMZOR GROUP

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  1. THE PRESIDENTIAL SUMMIT ON UNIVERSAL HEALTH COVERAGE, PRE-SUMMIT TECHNICAL WORKSHOP8THMARCH 2014.TITLE: IMPROVING CONSUMER SATISFACTION PRESENTATION BY DR.(MRS.) STELLA OKOLI (OON) GMD, EMZOR GROUP

  2. INTRODUCTION • Universal health care is defined as health care provided to all individuals regardless of gender, race, region, age, health status, income, or wealth. • Universal health care coverage means that everyone is allowed treatment, but does not mean everyone receives health care because some may choose not to receive treatment or may not know it is available.

  3. ISSUES ON HEALTHCARE COVERAGE • Due to lack of sufficient resources, or inappropriate use of existing funds-Allocation of less than 10% of annual budget to healthcare. • Deficiency in the distribution of health facilities (under normal condition there should at least be a primary health centre within a five kilometre radius). • Accessibility to facilities due to bad roads and chaotic transportation system

  4. ISSUES ON HEALTHCARE COVERAGE • Affordability of the available services( Out of pocket payment) • Inadequacy of human and material resources for Medicare. • Weak referral system from a lower to a higher health facility in the hierarchy. This leads to delays in commencing medical treatment and leads to preventable deaths.

  5. WHO IS A CONSUMER? • It is a person or group of people, such as a household, who are the final users of products or services. • He is the one who pays to consume the goods and services produced. • In Healthcare, Consumers are subscribers to health facilities rather than passive patients.

  6. CONSUMER SATISFACTION One of the rights of a consumer is the right to satisfaction, which is a measure of how products or services provided meet or surpass the consumer’s expectation.

  7. These expectations include: • Achievement of these will increase customer loyalty and satisfaction.

  8. ADEQUATE INFORMATION • Consumers of healthcare products and services require adequate information on their state of health. • Consumers’ satisfaction can be achieved by provision of adequate diagnostic tools and equipment for proper diagnosis. Easy accessibility to affordable diagnostic centers would serve as a means on improving consumers’ satisfaction in healthcare. • The refurbishing and upgrading of laboratory facilities at the Primary Health centers and secondary healthcare facilities to carry out basic tests required for proper diagnosis would not only improve the health of consumer but also boost their confidence .

  9. SUPERIOR COMMUNICATION • Consumers of healthcare have the right be given the facts needed to make an informed choice or decision. • They must also be protected from misleading or inaccurate publicity materials, whether included in advertising, labeling, and packaging or by other means of pharmaceutical products. • Two way communication between providers and consumers

  10. ACCESS TO FACILITIES. • Consumer satisfaction can be achieved through the provision of convenient, culturally sensitive centers and improving accessibility to health information.

  11. SEAMLESS RELATIONSHIP • It involves a whole lot of relationship building that makes the consumer feel as part of a whole. • Clear explanation of procedures and decision making participation by patients • It is important that all health workers are trained to provide good customer care at every given time.

  12. POINTS TO NOTE ON CONSUMER SATISFICATION • Consumers’ satisfaction can only be improved when the consumers need have been truly ascertained. • Consumer satisfaction is measured at the individual level, but it is almost always reported at an aggregate level. • It is an ambiguous and abstract concept and the actual manifestation of the state of satisfaction will vary from person to person and product/service to product/service.

  13. BENEFITS The benefits of improving consumers’ satisfaction in healthcare are quite numerous as it gives good publicity for the nation; it brings about satisfied stakeholder and increases consumers’ confidence in the nation’s health care delivery system

  14. CONCLUSIONS • A good healthcare system is therefore required to be put in place that meets the consumers’ expectation, while putting into consideration all that is required to provide good quality healthcare which is not compromised in an attempt to make it affordable. • The ultimate goal is to make health care available at prices that create value for all stakeholders.

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