Review Questions

Quality of care speaks to the excellence of the health care received. Patient quality of care concerns include:

* Easily accessible and available services
* Timely and safe delivery of care
* Coordinated continuity of care between services
* Effectiveness of services, that is, the delivery and outcome of care provided

Quality improvement implies that concurrent systems are used to continuously improve quality, rather than reacting when certain baseline statistical thresholds are crossed.

Internal customers are people who work in the health care industry, for example, office workers, pharmaceutical suppliers, etc. External customers are the people who come to a provider for services, that is, the patient, the client.

In working with dissatisfied customers:

1) Identify the problem.
2) Seek resolution.
3) Verify satisfaction.

Constructive criticism is optimistic. It is designed to improve a person’s outlook or performance. The message is that setbacks and/or failures are caused by circumstances subject to influence or change by the message receiver, if he or she chooses to alter and/or improve the behavior. This message is given respectfully, in deference to the receiver, and with the sincere intent of contributing to future improvement. Other characteristics include communication that:

* Is specific
* Seeks a solution
* Is positive about some aspect(s) of the receiver
* Is sensitive
* Is empathetic
* Is given in private
* Is honest
* Is clear

To view destructive criticism in a constructive manner:

* Look for any truth in what the other person is saying.
* If the criticism is valid, take responsibility and work to change your behavior.
* Use the experience as an opportunity to improve communication with coworkers and build stronger team relationships.
* Gather suggestions about how you can improve.

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