CASE ARTICLE: Desert Oasis Healthcare – Using Patients’ Perceptions to Improve Services and Star Rating
The US healthcare delivery system is going through a major transition from a volume-based enterprise to one that measures value, quality, and patient satisfaction. With this shift, healthcare providers must focus on quality measures, continuous quality improvement, and the financial rewards for their improvement efforts.
So why is improving patient satisfaction important? In addition to the financial rewards, healthcare facilities understand that patients are customers who have the ability to choose another facility or provider if the service is not satisfactory.
And they also understand that in order to have patients come back through their doors they need to get the service right.
In an excerpt from The Beryl Institute’s white paper Return on Investment: Increasing Profitability by Improving Patient Satisfaction, there are three perspectives suggested on the impact of patient satisfaction on the performance of healthcare organization: financial, marketing, and clinical. In regards to losing patients due to poor patient experience (marketing perspective) Jacqueline Zimowski states:
“A satisfied patient tells three other people about a positive experience. In contrast, a dissatisfied patient tells up to 25 others about a negative experience. The issue worsens, as for every patient that complains, there are 20 other dissatisfied patients that do not. And of those dissatisfied patients that don’t complain, only 1 in 10 will return. When you run the numbers, for every complaint you hear, you could be losing a potential 18 patients. In essence by not focusing on experience we are potentially driving patients away.”
How do you measure patient satisfaction?
One key determinant to improving patient satisfaction is to align healthcare workers’ behaviors and perception of service provided to the patient’s perception of service received.
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With the shift in prioritizing the patient’s perception with the intent for service performance improvement, implementing a solution which measures inputs in real-time and offers data analysis and evidence to support star ratings is vital.
With this importance of real-time awareness of behaviors and perception also comes the need for organizations to find and actively practice transparent ways to communicate with staff and patients. One such method is to validate the patient feedback at the point of care (where the perception is formed). Additionally, analyzing patient feedback with staff at meetings, huddles, or through visual management boards allows a healthcare facility to continuously monitor and discuss service performance and to find ways to improve it.
To elaborate and offer you additional insights on how to improve patient satisfaction monitoring, we have a customer success story to share! The link below is to a recent webinar where we uncover how Desert Oasis Healthcare found technology that delivers both real-time feedback and a transparent way to communicate with patients and staff.
See why Desert Oasis Healthcare says: “The HappyOrNot feedback solution is economical, effective, and gives us the most for our money.”
Watch the webinar here.
[clickToTweet tweet=”Desert Oasis Healthcare: “HappyOrNot is economical, effective, and gives us the most for our money.” Watch via goo.gl/wHxpVS” quote=”Desert Oasis Healthcare: “HappyOrNot is economical, effective, and gives us the most for our money.” Watch via goo.gl/wHxpVS”]
HappyOrNot® is the global leader in instant customer and employee satisfaction reporting. Our innovative feedback collecting smileys and intelligent data analytics reporting service help our clients to improve their customer experience, relationships, and employee engagement. We serve nearly 4,000 companies across 117 countries and have collected and reported on over a half billion feedbacks.