A DESCRIPTIVE STUDY ON THE INTERPERSONAL SKILLS OF FEU-NRMF MEDICAL CENTER MEDICAL EMPLOYEES FROM JANUARY 2012 TO SEPTEMBER 2013
A DESCRIPTIVE STUDY ON THE INTERPERSONAL SKILLS OF FEU-NRMF MEDICAL CENTER MEDICAL EMPLOYEES FROM JANUARY 2012 TO SEPTEMBER 2013
- QUEZON CITY FEU-NRMF FEBRUARY 2014
- 21 PAGES
ABSTRACT: Quality of care generally encompasses not only the services offered by hospitals but also how their services are catered to their patients and organization of care. The interaction of hospital staff with patients, particularly with regards to attitude, communication skills, and professionalism are considered to e predictor of patients' satisfaction. A descriptive study was conducted among patients of FEU-NRMF Medical Center. Comments regarding the people skills of medical staff and paramedical staff were individually categorized into three (3) main categories namely: Attitude, Professionalism and Customer Service. Totals for each classification were obtained per department/sector. Through the totals, the percentages of each classification were obtained and the people skills which the medical and paramedical staff lacks were ranked accordingly. The area that garnered the largest number of complaints for the medical complaints was Attitude of medical personnel (48%). This category of concern was subdivided into client complaints regarding being Uncompassionate (20%), Unfriendliness (14%) Discourtesy (9%) and Impatience (5%). Gauging the three parameters of complaints, majority of the patient discontentment are attributed to attitude followed by customer service and professionalism of the FEU-NRMF Medical staff.
Department of Community & Family Medicine
MCFM20140003
ABSTRACT: Quality of care generally encompasses not only the services offered by hospitals but also how their services are catered to their patients and organization of care. The interaction of hospital staff with patients, particularly with regards to attitude, communication skills, and professionalism are considered to e predictor of patients' satisfaction. A descriptive study was conducted among patients of FEU-NRMF Medical Center. Comments regarding the people skills of medical staff and paramedical staff were individually categorized into three (3) main categories namely: Attitude, Professionalism and Customer Service. Totals for each classification were obtained per department/sector. Through the totals, the percentages of each classification were obtained and the people skills which the medical and paramedical staff lacks were ranked accordingly. The area that garnered the largest number of complaints for the medical complaints was Attitude of medical personnel (48%). This category of concern was subdivided into client complaints regarding being Uncompassionate (20%), Unfriendliness (14%) Discourtesy (9%) and Impatience (5%). Gauging the three parameters of complaints, majority of the patient discontentment are attributed to attitude followed by customer service and professionalism of the FEU-NRMF Medical staff.
Department of Community & Family Medicine
MCFM20140003
