According to FluidSurveys, a leader in the survey industry, many physicians and hospitals produce excellent quality of care, but they rank low in terms of patient satisfaction. How is this possible? Although facilities and practices spend millions of dollars to purchase the latest technologies and machines to enhance the quality of care for patients, the problem is that they fail to deliver excellent care to each patient who enters the facility. While appearance and advanced technology is essential, there should be an assurance that patients are treated well while they receive the care they deserve.
Patient Satisfaction as an Indicator of Effective Treatment
Like any other businesses or companies, the health care industry needs to improve its performance, quality and most importantly, the patient experience. For progressive improvement, medical facilities use tools for self appraisal and increase the standards of care – one of which is patient satisfaction survey. Small practices to large organizations will benefit from this tool because there is nothing important than to listen to your patients.
It is essential that you offer your patients the chance to voice out their concerns and suggestions regardless of how large or small your practice is. This is great way to get honest and unbiased feedback from your patient and will help you in numerous ways:
- Discover chances for new and better services
- Being aware of patient’s perspective
- A better understanding of the patient experience
- Enhance the patient-doctor communication
- Analyze the different areas for improvement
Asking Effective Questions
It is important that satisfaction survey should encourage legitimate results. Don’t just ask if the service is good or bad. Instead, ask why and be specific with it. Questions like “Was the appointment scheduled in a timely manner?” or “How long have you waited before being accompanied to a room?”, or even the question “How long you have waited in the room before you were able to see the doctor?” should be addressed.
There is a five point scale in surveys – excellent, very good, good, poor and very poor- and as mentioned be specific. Also leave enough space for comments to give the patient the opportunity to voice out his opinion.
Some healthcare groups utilize satisfaction surveys and use distributions, sampling and analysis of the data to help insight in the industry. So if you are looking for help in those methods, there are numerous resources you can find on the Internet.
Administrators of medical facilities should be active to gather feedbacks from patients. It is essential that patient satisfaction surveys should be part of the health care industry. A medical facility might be considered a world-class facility but if the patients are not satisfied, then the facility will go nowhere. Gathering information is not enough, you should make sure the changes are implemented. Just asking the patient of their experience will be useless unless you fix the problems. You are giving the patients the impression that although you are asking for their feedback, their opinions do not matter.
Patient satisfaction surveys will help you understand what is like to be on the other side of the relationship. You will get the idea or realize the problems of the patient to make medical services better.
Sharing the Responsibility of Patient Satisfaction
It is also essential that employees of hospitals and medical facilities are engaged in improving patient satisfaction. Patients do not only come face to face with doctors and physicians, they also have encounters with the receptionists, nurses and other staff. They should have client management to attend all the needs of the patient. There should be an efficient communication between the patients and employees and through this; improvement in quality of care is recognized.
By analyzing the data gathered from the survey, participation of employees and implementation of changes, then medical facilities will bridge the gap between quality of care and patient satisfaction. Quality care and exceptional care will help the health care industry be successful.