Under the Microscope: Patient Satisfaction
Sure, the stakes are about to get higher for health care organizations as Medicare takes patient satisfaction into account when providing reimbursement. However, I would argue that patient satisfaction has always been good for the bottom line, and successful medical practices have made it a priority for decades now. And I don’t mean simply going through the motions of conducting a survey periodically only to have the results backlogged on someone’s desk or computer, or compiled into a report that no one looks at or uses. I mean a living, breathing survey process — one that is concise, consistent and compelling, and effectively engages your patients and gauges their experiences and satisfaction with your practice. And most importantly, your survey should be rooted in an ongoing commitment to review the results in a timely manner, magnify and explore issues that appear, personally address concerns where possible, and ultimately, institute changes where needed for the better of your organization. See your practice and your patients more clearly. Do the right thing.
Tags: customer service, loyalty, patient experience, patient satisfaction, retention, survey
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