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Re: Client Satisfaction FormFrom: Kathi Wilson, BHSc, RM (wilsonk@gtn.net)Tue May 11 06:44:22 1999
At Mon, 10 May 1999, Betsy Hyde wrote: > >At 10:19 PM 5/10/99, Zach Newton wrote: >>What are you prepared to do differently on the basis of the results? > >Some things, not all things. > >If the client satisfaction forms say that the telephone receptionists are >rude, we will address that. If any particular doctor or any particular >midwife seems to get large numbers of complaints, that will be addressed. >If women complain about midwifery care on the labor floor, we will have to >seriously, and thoughtfully, look at how we provide care. If women complain >about length of time spent waiting, the temperature of the exam room, the >answering service during off-hours....we will address it. That's the point >of the survey....how are we doing in meeting our patients' needs. > >In addition, I have heard that HMOs may soon require an evaluation of >patient satisfaction . In Ontario, all midwives are required, by the governing College of Midwives, to do a client satisfaction survey after care is completed (at six weeks postpartum). It must be done in a confidential manner. If there arises a theme in certain areas, then we are required to act upon those, and these actions are reported to the College as part of our Quality Assurance program (which is mandated by Regulated Health Professions Act). Being responsive to patient needs is also a smart move with respect to risk management, as well.
-- Kathi Wilson BHSc RM Thames Valley Midwives London, Ontario, Canada mailto:wilsonk@gtn.net
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