Patient Satisfaction

Patient satisfaction, and more importantly patient loyalty, is a critical ingredient in the business of health care. As the healthcare consumer continues to evolve across the generations, satisfaction will play a greater and greater role in determining who gets the label of preferred provider.

An effective patient satisfaction system can support a provider in reaching for strategic success in the five critical outcomes important for today's market:

1) patient satisfaction that drives for patient loyalty;
2) patient retention;
3) patient profitability;
4) new patient acquisition; and
5) market domination.

If managed properly, it is linked to the many provider systems that share common quality-oriented goals that promote these outcomes. An effective patient satisfaction system avoids soft quality and helps in creating a common thread for quality across an organization - the creation of strong and healthy patient perceptions. It becomes one of the primary methods of measurement in an effective quality program as it has more potential power than any other measurement system to let us know how we are doing in the eyes of our more influential critic - the PATIENT.

An effective patient satisfaction program measures the perceptual impact of a number of activities that come together to create patient perceptions and determine the strength of the final patient experience. It has the potential to measure the entire range of patient perceptions, from pseudo-measures to the vigor of the patient/provider relationships.