Covid-19 quickly altered the state of the healthcare system. From Covid units to ICU’s to the maternity wards, new implementations and packed hospital beds during this crucial time have shown us the importance of service recovery. Hospitals have watched a spike in Covid-19 cases, then a steady decline, and now they are waiting for another break from the current influx of patients. With these quick, unpredictable changes, organizations are adjusting to the new normal, and the question lately has been: what makes for true patient satisfaction in healthcare?
Even during a national crisis, competition for clinical volume among providers persists, as health outcomes aren’t the only factors. After the 18 months we’ve endured, how do we get those patients to return? Patient satisfaction boils down to three goals:
- Timely conflict resolution
- Convenience for the practices as well as the patients
These service recovery goals are only the beginning. A New England Journal of Medicine (NEJM) study found that patients also ranked their care based on these factors, which greatly influence their satisfaction:
- Staff responsiveness to their needs
- Clinician communication
- Technical skills
- Overall hospital environment
These confirm that quality care goes beyond the providers’ credentials, and it must consider care delivery. Patients are just as stressed as those responsible for their clinical outcomes, and they need to feel heard and feel comfortable. How do you ease an anxious patient’s concerns? This can be done through the clinicians asking questions, connecting with patients, and a collaborative healthcare approach. How do you know you’re meeting your clients needs?
According to NEJM, “Providers want patients to feel they are being treated with dignity and that hospital personnel are making every safe and medically-advantageous effort to heal them. For these reasons, health care organizations have long sought to understand the perspectives of their patients through patient experience surveys.
These patient satisfaction surveys in healthcare are tools that bridge the gap for patients and providers and provide a pathway to solutions. Patients’ concerns deserve timely responses, and this can be attainable through data experience collection. However, this data needs to be gathered and analyzed in an efficient manner.
When hospitals and health systems incorporate the real time feedback of service recovery, they see dramatic results. A 2016 study found that hospitals that provide “superior”customer experience achieve net margins that are 50% higher than those who give satisfactory care. Furthermore, research from the Beryl Institute revealed that 70% of patients who have positive experiences refer their loved ones to the same provider. That means that patient relationships are crucial for a hospital or health system’s bottom line.
With the current strain on the healthcare system impacting clinical outcomes, some hospitals and health systems may wonder if it’s worthwhile to dedicate time collecting and analyzing patient experience data. Every healthcare organization has different measures of success, but the questions that are asked in a patient experience survey should reflect your ideal of patient satisfaction.
Interested in learning more about the value of actionable patient experience data? Let’s talk. Based in New York, Quality Reviews® was founded by leading healthcare providers and entrepreneurs with a combined 30-plus years of clinical, healthcare administrative, and technology building experience. We help healthcare provider organizations capture and analyze real-time patient feedback to facilitate service recovery.
With hospitals today operating on the narrowest of margins, losing even one patient over poor customer service is one too many. Complicating matters, most healthcare organizations still use traditional surveys to track and monitor patient satisfaction metrics, putting them at a considerable disadvantage in terms of identifying service recovery opportunities.
We make it easy for patients to provide real-time feedback — and even easier for healthcare leaders to improve service based on this feedback. Utilizing real-time feedback, our service recovery and daily performance improvement tools help shift the focus onto the patient and promote a culture of service excellence.
Want to learn more? Request a demo here.