WHAT IS PATIENT SATISFACTION?
A distinction is sometimes made between measuring a patient’s experience vs. their satisfaction Patient’s review of their care experience is based on what they did or did not experience in their interactions obtaining health care Patient satisfaction is based on patients’ rating of the perception of the care they received Clearly what a patient experiences significantly influences their perception of their care experience + perception = “satisfaction”
WHAT DO PATIENTS WANT?
According to a recent Harris Poll, key factors that contribute to patient satisfaction in rank order are:
•That they are treated with dignity and respect
•That their providers listen carefully to their health concerns
•The provider is easy to talk to
•The provider takes their concerns seriously
•The provider is willing to spend enough time with them
•The provider truly cares about them
WHY IS PATIENT SATISFACTION IMPORTANT?
•Public reporting and comparison on performance, such as HCAHPS
•interest and incentives to improve patient experience
•Evidence suggests strong correlation between patient satisfaction and healthcare outcomes
WHAT ARE THE DIMENSIONS OF PATIENT SATISFACTION?
•Do providers and staff listen to patients?
•Do patients receive clear, correct information about their diagnosis, medication, care? Access to Care
•How long do patients wait to see their provider?
•Can patients access same-day or next-day appointments? Care Coordination
•Is care quick and easy or confusing and delayed?
•Do providers and care settings work together?
WHAT ARE THE DRIVERS OF PATIENT SATISFACTION?
Leadership commitment to improving patient experience Staff and providers are fully engaged
•Patient impressions of services are being delivered, how the services are being delivered and patient-provider interactions
•Staff are supported and find a match between personal values and those of the organization Respectful partnership between patients and providers/staff
•Enable patients to participate in their care
• Anticipate and respond to patient and family needs Reliable, quality care delivered 24/7 Evidence-based care
•Care is collaborative -internal
•Coordination across sites -external
• What happens when something goes wrong
A high level of patient satisfaction
• Is of critical importance in healthcare
• Is driven by experience and perception
•Is achieved through a patient-centered approach which leaders, providers, patients and families can influence by working together now the expected outcomes
Care Analytics is a tablet-based software that assesses skilled nursing facilities and provides feedback to make quality improvements for patient satisfaction in real time. To advance the patient experience, providers must understand patient needs and address targeted opportunities within patient populations. Care Analytics provides meaningful and actionable insights into every aspect of patient perception. We work with facilities across the globe to collect feedback through real-time point of care tablet based assessments. We provide straight-forward steps focusing on the key drivers of exceptional patient experiences. Our model is based on the marriage of big data and years of experience with improving patient satisfaction