HCM Revision

List ONE levels/ categories of patient expectations that relates to job knowledge, skills, competence, and promptness of a service staff..

List ONE levels/ categories of patient expectations in terms of the way the patient expects to be treated by the service staff.

List ONE levels/ categories of patient expectations that are met by going above and beyond to create a memorable patient experience while providing quality healthcare services.

Patients may assume that the high levels of service they received from one service provider will be replicated everywhere else. Identify the way in which patient expectations is formed in this instance.

People tend to trust the information communicated to them, especially from sources they feel are credible. Identify the way patient expectations is formed in this instance.

Patients have the opportunity to experience and judge the quality of the service, and possibly the quality of the service provider. Indicate the way patient expectation is formed in this instance.

Identify ONE touchpoint that affected the formation of patient experience.
"Strong stench of clorine in the oeprating theatre"

Identify ONE touchpoint that affected the formation of patient experience.
"The cold waiting room at the Emergency Department"

Identify ONE touchpoint that affected the formation of patient experience.
"Soothing music playing at the visitor's lounge at the ward"

Identify ONE touchpoint that affected the formation of patient experience.
"The doctor talks abruptly when breaking the bad news to the patient"