Textbook of Urgent Care Management: Chapter 41, Measuring and Improving Patient Satisfaction

By Sybil Yeaman

The Textbook of Urgent Care Management is now offering individual chapters for sale. The full book, provides an expert business consulting guide to potential or existing urgent care clinic owners, managers & operators as well as investors. Learn how to more effectively run your immediate care or walk-in center as well as start incorporating urgent care services into your existing primary care practice. The chapters cover valuable information from industry experts on how to start, manage, and even sell your urgent care center.

Chapter 41 includes:

The Value of Patient-Satisfaction Surveys

Structure and Purpose of Patient-Satisfaction Surveys
- Early Surveys
- Recent Surveys
- Ongoing Survey Demands

Patient Satisfaction Survey Data Basics
- Volume
- Questionnaires
- Analysis

Improving Patient Satisfaction
- Improving Medical Treatment Areas and the Patient Physical Experience
- Improving Medical Care Areas and the Patient Emotional Experience
- Positive Staff Members: A Primary Factor in a Positive Experience

Maintaining Patient Satisfaction

• Language: English
• Publisher: BookBaby
• Release date: Mar 15, 2014
• ISBN: 9781940288239

Book preview

CHAPTER 41

Measuring and Improving Patient Satisfaction

Sybil Yeaman

from

CHAPTER 41

Measuring and Improving Patient Satisfaction

Sybil Yeaman

PATIENT-SATISFACTION SURVEYS HAVE BEEN successfully used for decades by health-care providers to capture data on the quality of medical care and to evaluate improvements in the patient experience that they provide. Over the years, study results have demonstrated that as health-care providers improve patient satisfaction, they also improve patient outcomes. Armed with the knowledge that outcomes are linked to patient satisfaction, government programs and health plans now require hospitals and more health-care providers to conduct consistent patient-satisfaction surveys. As patient satisfaction increases and outcomes improve, risk for adverse events decreases and the cost of medical care goes down. Everyone benefits, starting with the patient. Thus government programs, health plans, and health-care providers will all continue to seek to define, meet, and exceed patient expectations.

Matching the increased focus on patient satisfaction and demand for better performance, there is a growing demand for improved quality in the survey process itself. Simple short-form questionnaires are now being replaced with more complex patient-satisfaction surveys. These newer questionnaires are designed to better evaluate the patient experience on both a physical and cognitive level.

THE VALUE OF PATIENT-SATISFACTION SURVEYS

Although measuring patient satisfaction is not