When developing and implementing a plan to improve customer loyalty and training the staff durable medical equipment is a vital part of healthcare technology system. To assist with your organizations inventory it should be updated frequently to provide an accurate look about the status of your medical equipment in the hospital. Data collection should be updated about the new equipment and when the equipment needs to be retired and audits should be performed annually. Medical equipment combined with records of supportive assets consisting of extra parts, analyzing tools and equipment.
In addition the equipment and inventory is define through a risk-based analysis in order to make sure time and resources are allocated to eliminate duplication of work. Your organization needs to determine what information to include in its inventory to fulfill the organization needs according to the hospitals capabilities. Once the company decide on a paper or computerized system you can move forward within the Healthcare Technology Management system to make sure medical equipment is safe and effective.
Keeping track of inventory can help to develop budgets for investment purchases, the cost of maintenance and cost to build and support the clinical engineering section for planning workshops, employing and training your technical support staff. You must all maintain service contracts to upkeep the durable medical equipment management program, and planning regularly maintenance and tracking work orders when planning the stocking of replacement parts. You can also use your inventory to upkeep your equipment needs assessment within the hospital to record purchases, maintain receipts, retiring and disposing of equipment. Inventory is supported by the organization risk analysis in support of mitigating and emergency disaster planning.
5 Best Practices
Customer loyalty is considered as a major priority in businesses because clients have plenty of choices, but customer services or loyalty is not treated the same way in healthcare businesses, because choices are limited to patients who are in need of medical care due to restrictions in their insurance, places that they reside or limited access to income. Regardless of the clients, loyalty is of the upmost importance in healthcare.
Patient loyalty is important in the healthcare field because although a lot of patients have limited choices in their healthcare providers they will drive distances for better treatment in their healthcare. When patients are satisfied with the care they receive that tent to be more loyal and this makes everyone job easier. If the patient is happy, they will recommend you to their Primary care manager.
When describing and critically analyzing the best practices to improve patient loyalty in a health care organization, the organization needs to be committed to improving privacy because this is key concern in healthcare if a patient feels ashamed or humiliated they are more than like not to return for further care. The safeguarding of patients medical information makes the patient feel more relaxed and they will respect the organization. We must be understanding and assure the patient of our obligation to the hospital or clinic privacy policies. Secondly, the expedition in the speed of care is vitally important to the patient because they are already unclear about their medical situation and want responses and treatment quickly and if we show that we are working harder to deliver the care they need immediately the patient will be grateful.
The third way to improve patient loyalty is to implement a social media approach because patient use Facebook, Instagram and other social outlet daily, it can promote interaction with your patients and will help the business seem more dedicated and promote participation with patients in other areas, this platform allows you to address patient complains, needs or suggestions and help you to know them better. Next, when a patient is seeking care that want the doctor to be transparent about the information they are delivering this can make the patient and provider relationship more satisfying if information isn’t is held back from them, they will mistrust you and may feel they was mistreated and they may not follow the provider advise. Lastly, listen to the patient is saying, they want you to treat them as a person and make direct eye contact when conversing with them and inform the staff about the importance of small gestures. Alton, L. (2016. Para 1-9).
Loyal Repeat Customers
In a study suggested by Mangrolia, (2018, Para 1-16) that when patients are loyal to the clinic or hospital they are more than likely to return for further services of try new products. When establishing loyalty within the clinic, your impression is the first thing that the patients sees. Always give a warm and friendly greeting, and address the patient by name. This will build self-assurance in the patient knowing that they made the right choice in choosing your organization. You should always follow-up with the patient to see if they was happy with the services that they received and ask what the clinic could have done better. Offering a reward program to the patient to build points and once that reach the total number of points the tell they and use for care.
When the patient has established a relationship with the clinic he/she are more than likely to spend more money with each visit, this well increase revenue for the clinic without trying to bring in new clientele. The most effective way to reduce cost to the clinic is by word of mouth, when loyal customers are happy and satisfied they will market your organization for you and even bring in their friends and family members. You can also create a 24 hour online message broad or web page to answer frequent question or problems the patient may have and offer solutions.
A Vital part in the healthcare clinic is forecasting, this helps the organization to get an idea of future cost, deductions, and plan for future emergencies, without forecasting it will be difficult to plan for future hospital investment. We also should focus on improving the hospital image this will help obtain new patients, increase profits, decrease advertising cost and form new corporations. The clinic should stand out from your competition because your rival may offer the same services or product and through your client loyalty your organization will gain more popularity.
Lastly, honest opinions received from loyal clients about the outstanding customer service and the products your clinic or organization provides can improve patient satisfaction and keep patient coming to the clinic and decrease the about of patients that are lose due to dissatisfaction.
When improving customer loyalty we must first earn the respect of the client to develop a relationship, and gain their trust and loyalty this will occur over time. We must go above and beyond the customers’ expectations if we want them to buy from you. Cordle,J. (2016. Para 1-4)
Medical supply companies strive on improving customer loyalty when buying equipment or products the clients’ main focus is how much will it cost? According to Bulter, H. (2016. Para 2-8). To gain loyalty from customers we can make a connection over the core values of the company through communication, teaching and recognizing the value. We must provide clarity when problems occur and they should be handled in a timely fashion, the medical supply company is responsible for updating the organization often about the equipment or supplies.
The standing of the company should be built on reliability. If you make promises to the organization about products and supplies we need to do everything to make sure we follow through with what we said we will do. Asking for customer feedback is essential when seeking out loyalty this will help to make improvements and build stronger customer relationship and finally we need to respond quickly when issues or obstacles arises. It is important to reach out to your customers first before they seek out help and voice complains.
When developing an initial training plan for my medical company based on the recommendations, my organization thought it would be important to train the employees on the safe use of durable medical equipment or supplies.
This training will include all employees and supervisors that are in use of any durable medical equipment or supplies to ensure that employees are able and trained to safely operate the equipment, and that risk management systems are in place and being followed. We need to make sure that the staff using the equipment or supplies are competent, to ensure the competency of the employees they will be trained, well informed and proficient when operating equipment in a safe manner.
The policies that are in place defines Medical Devices as any piece of equipment or artifact that is used including software for the purpose of use on human beings to include diagnosis, prevention, watching and treatment of diseases, injuries or handicap. Medical devices are also used for examining, replacement or changing of the body and physical appearance. The purpose of this policy is to ensure safe practices are being used and to ensure medical judgment is exercised at all times, rather in a clinical or emergency situation. To avoid legal liability and, when using your own professional judgment any changes to this policy needs to be noted on an incident form.
Davis Medical Supply along with Winn Army Community Hospital goal is to make sure all staff who operates any medical equipment do so in a safe fashion. It is trusted that all employees involved in patient care follow the rules of this policy. This policy is used for the purpose of diagnostic and therapeutic treatment of patients and no to include use in the laboratory setting.
To make sure employee who operate diagnostic equipment or supplies do so in a safe manner and mindful of their responsibilities and exhibit competency through training programs. All records concerning training should be kept at the executive level to ensure all employees training is current.
All hospital staff that use medical equipment should be aware of their responsibilities and act in accordance under these policies and have completed competency training in the use of the equipment when used individually. On completion of competency training information needs to be recorded on the Medical Equipment training record system and made available via learning on the organization intranet. When adjustment are needed it should be talked over with their supervisor relating to any disability that is necessary to meet the terms of the current policy. All employees who use medical equipment needs to follow the principles before using any medical devices and should only use equipment recognized on the medical equipment inventory list. Equipment is not to be used unless trained and competent to do so. The supervisor must identify the training that is required of the employees and the employee must complete the training through self-assessment by their preceptor to operate alone. Equipment should be examined for damage before using and the location of the manual should be readily available.
When you are a manager of medical equipment your responsibility include recording the use of equipment on the inventory sheet. Discussing with the employee which equipment they are expected to use and the method for training and proficiency and regular updates. It is the manager’s job to ensure all employees are well trained and competent to use the equipment, and ensuring that competency records for the medical devices are being used.
Davis Medical supply is responsible for developing, applying and observing compliance with the current policy to guarantee safe practices and developing an action plan inadequate assertion of compliance with the policy.
The unit manager is responsible to compile and inventory the use of all medical equipment that is used in their area and should be inventoried annually or new equipment is introduced. The department manager and executive needs to review training relative to medical devices to detect the training and skills needed on employment or annual review which should include training updates and new equipment. When proper training is inaccessible from any sources, this needs to be labelled as a red flag and should be recorded the register until the problem is fixed the equipment cannot be used. Until the workers who use the equipment have completed the required competency assessment and device training to include examining equipment prior to use no equipment will be used.
All physicians using supplies or equipment individually are deemed competent in the safe and operative use of the equipment must show competency to their supervisor. When training on the use of the medical equipment including its functions and operations this training should be provided by a skilled physician. Competency statement are posted by the approving person on the hospital intranet labelled as Medical Equipment Competencies. If any employees are unable to exhibit proficiency in the operation of medical equipment the supervisor must make arrangements for the employee to be retrained. The staff employed with the hospital must complete the hospital induction program it includes topics such as infection Control, competencies, Reporting incidents. When new equipment is introduced to the clinic training should be required before using and recorded on the hospital medical device training recording system located on the intranet. When referring to equipment seek out the Medical Equipment policy.
Equality and Diversity
The hospital is committed to making sure the services that are provided, and the way employees are being treated mirrors their specific needs and does not discriminate against the employees. (Clinical Policy Group, 2016, p.1-5)