Authors of NEJM opinion piece published last week argue that patient satisfaction surveys can provide "robust measures of quality" when performed correctly. They argue that satisfaction surveys must address a specific event or visit, focus on provider-patient interactions, be risk-adjusted, and must be assessed in a timely manner to be correlated to outcomes measures.
Our experience has shown these measurements become even more useful and insightful when they are taken at specific points across the episode. With online or mobile survey tools, quick polls or short surveys can be used to collect time-specific feedback that can drive continuous improvements as well as provide opportunities for service recovery if a patient’s experience is headed off the rails.
The University of Utah Health Care is one organization that has gone the extra mile to embrace patient satisfaction surveys and transparency. They recently announced that they were the first health system to place physician satisfaction scores on their web site for the public to view. We see this trend increasing as employers embrace Consumer Driven Health Plans (CDHP).
Becker’s Hospital Review published "4 Strategies to Improve Patient Satisfaction — and Profitability" last month and we couldn’t agree more with their number one tip: Provide online tools so patients can better manage their care. In the article, Sue Sutton, RN, PhD, CEO of Tower consulting argues that hospitals need to ensure they have online tools in each step of the patient experience:
It is for this reason we designed our Patient Guidance System to address patient needs across the entire episode of care. Guided patient engagement through the total episode of care improves patient readiness, increases treatment adherence, reduces risks of setbacks, and speeds up recovery. Read our whitepaper to learn more.