PATIENT SATISFACTION
WITH THE HEALTH CARE
Health Care
Health care is the prevention, treatment,
and management of illness and the
preservation of mental and physical
well-being through the services offered
by the medical, nursing, and allied
health professions. The organised
provision of such services may
constitute a health care system.
Patient Satisfaction
Employee satisfaction and retention have always been
important issues for physicians. Satisfied employees
tend to be more productive, creative and committed
to their employers, and recent studies have shown
a direct correlation between staff satisfaction and
patient satisfaction.
Family physicians who can create work environments
that attract, motivate and retain hard-working
individuals will be better positioned to succeed in a
competitive health care environment that demands
quality and cost-efficiency. What's more, physicians
may even discover that by creating a positive
workplace for their employees, they've increased
their own job satisfaction as well.
How measurement
began?

Beginning in 1996, Hewitt Associates, the
international management consulting firm,
began to develop an extensive health plan
database: the Hewitt Health Value Initiative.
The database includes health plans'
responses to an extensive questionnaire
about operations, quality-improvement
programs, provider contracting, and other
activities. The survey has been conducted
annually since 1996 and contains responses
from over 500 plans.
Why Patient Satisfaction?
How Important?

Without acceptable levels of patient
satisfaction, health plans may not get
full accreditation and will lack the
competitive edge enjoyed by fully
accredited plans. Most MCOs now
undergo some kind of formal
accreditation, and therefore measure
satisfaction.
Results of a
Questionnaire
Five Ways To Satisfy
Patients, In Less Time

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Find out about your patient’s
needs first;
Be prepared;
Put it in writing;
Minimize interruptions;
Help patients create relationships
with your support staff;
Strategies for Communicating
with Patients

Introduce yourself and your role at each encounter.

Try to determine the need behind repeated questions or
statements.

Let your patient know that you are changing the subject.
“Now let’s talk about….”

Don’t interrupt.

Avoid figurative terms that patients may interpret literally. For
example, “We’re ready to take you to the floor now.”

Align your facial expression and your message. Don’t frown as
you say “You’re daughter’s come to visit.” (Unless that’s a bad
thing of course!)

Avoid quick movements that may frighten or upset your
patient.

Don’t patronize.

Understand and acknowledge frustration.

Use your patient’s name.

Use appropriate touch to gain your patient’s attention.

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Face your patient when you are speaking to him/her. You can
startle anyone when your first words are from behind a
person.
Ask your patient to do one thing at a time, as opposed to two
or three things. Don’t say “Take off your shoes and shirt and
then sit on the examining table.”
Thank your patient for talking with you.
How To Inspire Trust?

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Keep your promises.
Use appropriate touch.
Put yourself in your
patient’s place.
Protect patient confidentiality.
Provide orientation for new patients.
Find out what your patient needs first.
Be conspicuously obvious about
following standard precautions.
How To Encourage
Patient Follow-Through?

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Give instructions in writing.
Have others in your organization
reinforce your message.
Let your patient know what to expect
if he doesn’t follow the agreed-upon
treatment plan.
Give your patient a log or ask him to
keep a diary to record his progress.
THE END…
Questions?