Patient satisfaction is an important and commonly used indicator for measuring the quality in health care. Patient satisfaction affects clinical outcomes, patient retention, and medical malpractice claims. It affects the timely, efficient, and patient-centered delivery of quality health care. Patient satisfaction is thus a proxy but a very effective indicator to measure the success of doctors and hospitals.
What is patient satisfaction
Patient satisfaction is a measure of how happy a patient is with their healthcare. Although “patient satisfaction” and “patient experience” are sometimes used interchangeably, they’re actually two separate concepts. Patient satisfaction is based on whether a patient’s expectations of what should happen were met, whereas a patient’s experience is based on what should happen during their appointment and whether that actually happened. In other words, we need to address a patient’s expectations as well as providing a medically sound experience.
Why should it matter whether patients are satisfied as long as we’re giving good medical care? The simple answer is that it can lead to patient loyalty, better clinical outcomes, patient compliance and fewer medical malpractice suits. In practical terms, we need to see patients as “consumers” of our services, which then requires us to address issues beyond medical care.
What can affect patient satisfaction
Every single interaction in a doctor’s office or hospital can affect patient satisfaction, from how the waiting room looks to how the patient is greeted by your receptionist to what you are wearing, according to Evidence-Based Practice. But the most important element is communication, especially between the patient and physician.
Direct communication can address our patients’ expectations as well as our own expectations for how their health issues will play out. As discussed in the Journal of Cutaneous and Aesthetic Surgery, for example, if you’re a dermatologist, you may need to effectively communicate the chronicity of a patient’s skin disorder, emphasizing that treatment is about managing the disorder, not curing it. In surgical specialties, the facts of a patient’s surgical treatment and expectations for postoperative pain need to be communicated clearly. Despite a positive clinical outcome, patients who experienced a postoperative complication or moderate to severe postoperative pain are less likely to be satisfied and may regret having undergone surgery.
According to the Annals of Surgery, postoperative pain had the greatest impact on satisfaction and regret. However, a variety of factors can influence patient satisfaction, including:
- Expectations of care
- Communication with physician and staff
- Responsiveness of physician and staff
- Cleanliness
- Pain management
- Timeliness of phone calls, appointments and results
- Attire
Improving patient satisfaction
Set expectations
Asking open-ended questions from the beginning will help you get to the heart of a patient’s expectations. Let them explain their concerns and what they hope their visit will accomplish. Encourage them to share in the decision-making process and be an active participant in their care.
Emphasize communication
Clearly communicate what will happen during their appointment or surgery. This also includes your staff greeting patients upon their arrival and departure.
Be responsive
It’s important to treat patients with respect and kindness. We all want to be treated with respect, and when patients are anxious and scared, this can help immensely to calm them.
Discuss on management
Whether it’s a chronic issue, pain management after surgery or the delivery of a baby, offer clear instructions about what to expect in terms of pain, what medications can help with the pain and how to take medications.
Be on time
This includes being on time for appointments or, if necessary, informing your patient that you’re running late. Be sure, as well, to return phone calls and inform patients about test results in a timely manner.
The practice of medicine has changed dramatically with the advent of the internet and social media. Patients have access to more information about us than ever, including physician rating scores. Patients are also demanding a bigger role for themselves in their healthcare. So now more than ever, addressing patient satisfaction in your practice is a critical piece of patient care.