By Dr Than Lwin Tun
Patient satisfaction is a measure of how happy a patient is with their healthcare. It is defined as “the extent of agreement between what a patient expects to receive from the healthcare experience and the perception of the level of care they actually receive”. Patient satisfaction is based on whether a patient’s expectations of what should happen were met. In other words, we need to address a patient’s expectations as well as provide a medically sound experience.
Every single interaction in a doctor’s office or hospital can affect patient satisfaction, from how the waiting room looks to how the patient is greeted by your receptionist but the most important element is communication, especially between the patient and healthcare providers. Therefore, we need to monitor workflow mechanisms such as from the reception counter to the discharge parade counter.
Patient satisfaction is one of the performance measures of healthcare quality. The three domains of patient satisfaction are the delivery of essential medical care, treatments sought by patients and their families (which may or may not be favourable to good health), and ¬the provider activities and behaviours that comprise compassionate care and the safeguarding of human dignity. While these categories demonstrate aspects of a patient’s experience that can be evaluated, patient satisfaction is largely subjective and depends on patient perceptions relative to their expectations. Because of the individual quality of patient satisfaction, it’s difficult to define and measure.
Patient satisfaction is indeed a crucial aspect of quality healthcare. It refers to the extent to which patients’ expectations and needs are met during their healthcare experience. When patients are satisfied with the care they receive, it indicates that their healthcare needs have been effectively addressed, and they have had a positive experience throughout their journey.
The followings are the reasons why patient satisfaction is essential for quality healthcare;
◊ Patient-Centred Care: Patient satisfaction emphasizes the importance of patient-centred care, which involves actively involving patients in decision-making, respecting their preferences, and addressing their concerns. By focusing on patient satisfaction, healthcare providers can ensure that the care they deliver is aligned with patients’ needs and expectations.
◊ Trust and Communication: High levels of patient satisfaction indicate that there is trust and effective communication between healthcare providers and patients. When patients feel heard, understood, and involved in their care, it fosters a positive relationship with healthcare providers and contributes to better health outcomes.
◊ Adherence and Compliance: Satisfied patients are more likely to adhere to treatment plans, follow medication regimens, and engage in preventive measures. When patients have a positive experience with their healthcare providers, they are more motivated to actively participate in their own care, leading to better health outcomes.
◊ Continuity of Care: Patient satisfaction plays a vital role in promoting continuity of care. When patients are satisfied with their primary care provider or healthcare team, they are more likely to continue seeking care from the same provider or institution. This continuity facilitates better coordination of care, reduces medical errors, and ensures that patients receive comprehensive and consistent healthcare services.
◊ Reputation and Referrals: Patient satisfaction directly impacts the reputation of healthcare organizations and providers. Satisfied patients are more likely to recommend their healthcare provider to others, leading to positive word-of-mouth and increased referrals. A strong reputation built on patient satisfaction can attract more patients and contribute to the growth and success of healthcare institutions.
◊ Quality Improvement: Monitoring patient satisfaction allows healthcare organizations to identify areas for improvement and implement changes to enhance the patient experience.
Patient feedback and satisfaction surveys provide valuable insights that can be used to address gaps in care delivery, improve processes, and enhance the overall quality of care.
At the moment, we need to encourage conducting the patient satisfaction surveys, such as structured questionnaires (feedback forms), discharge interviews, suggestion/complaint boxes, and periodic meetings with the public. Patient satisfaction surveys can be created and administered in-house, but many hospitals rely on third-party providers with experience in developing, administering and interpreting statistically valid patient satisfaction surveys. Some hospitals combine the required Hospital Consumer Assessment of Healthcare Providers and Systems Survey (HCAHPS) questions with additional patient-centred questions to gain a comprehensive overview of the patient experience.
In conclusion, patient satisfaction is a fundamental component of quality healthcare. It reflects the patient’s perception of the care received and indicates whether their needs and expectations have been met. By prioritizing patient satisfaction, healthcare providers can foster patient-centred care, strengthen trust and communication, promote treatment adherence, ensure continuity of care, build a positive reputation, and drive continuous quality improvement efforts.
References
www.wolterskluwer.com
https://catalyst.nejm.org/doi/ full/10.1056/cat.18.0288
Patient Satisfaction: Nafisa Vaz, Goa Institute of Management
