Measuring Patient Satisfaction in Hospitals

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Six Prescriptions
For Caregivers
To Increase
Your Patient’s
Patience
©2020 James Feldman All rights reserved.

Commit to building
relationships.
• Under the Affordable Healthcare
Act the federal government deducts
2% of certain Medicare payments to
many hospitals each year.
• Hospitals can earn none, some or
all of that money back based on
performance in four areas, including
patient experience. Hospitals that
perform particularly well can earn
more than the 2% back.

Today I’d like to help you to..

Today I want you to
Stretch
outside
Your comfort zone.
If nothing changes,
Nothing changes.

Learn to be
Comfortable
being
Uncomfortable.
Aha

Who is Jim Feldman?
I question everything.

• How come there aren’t B batteries?
• Why is it that night falls but day breaks?
• If love is blind, why is lingerie so popular?
• Why does Hawaii have interstate highways?
• What was the best thing before sliced bread?
• Why do hot dogs come 10 to a package and HD buns only 8?
• Why do black olives come in cans & green olives come in jars?
• If nothing sticks to Teflon, how do they make it stick to the pan?

If you agree with
100% of what I say,
I have failed.
Aha

-14 Books
-350 Articles
-BOD Y-ME
-BOD SITE
-BOD IMA
-BOD IF
-Lost >250 pounds
-No Kill Animal Shelter
-Homeless Food bank
-Cancer Research

These are a few of the clients I worked with…

Determine
Answer
Treat
Inform
Nurture
Grateful
The positive ‘patience’
experience is how you
build relationships.

We’re all consumers, it doesn’t
matter if we’re a consumer of
health care or buying a car or an
appliance.
Building Relationships
is how you create a positive patient experience.

If health care doesn’t focus on the
experience and the kind of care
they provide, you’re not going to be
able to compete in the marketplace
today.
The patient experience is
how you build relationships.

Patients should not be
going home just
feeling comfortable
but with an
experience that was
successful.

Medical Diagnosis
Providing Patience
to your Patient

Information
Medical Diagnosis
Providing Patience
to your Patient

Information
Medical Diagnosis
Elective or not?
Providing Patience
to your Patient

Information
Medical Diagnosis
Elective or not?
Providing Patience
to your Patient
Hospitalization

Information
Medical Diagnosis
Elective or not?
Satisfaction
Providing Patience
to your Patient
Hospitalization

To what extent are patients
satisfied with the health
services being offered at
your hospital?

To what extent can the level of
satisfaction with the health
services be attributed to between-
services and within-service
factors?

To what extent is satisfaction with
the health services associated with
individual characteristics such as
demographic status, education,
self-perceived health, use of illegal
drugs and type of insurance?

1.To what extent are patients satisfied with the
health services being offered at your hospital?
2.To what extent can the level of satisfaction with
the health services be attributed to between-
services and within-service factors?
3.To what extent is satisfaction with the health
services associated with individual characteristics
such as demographic status, education, self-
perceived health, use of illegal drugs and type of
insurance?
4.To what extent can service characteristics such
as staffing level, competence and hospital size
explain differences in satisfaction levels between
services? ©2020 James Feldman All rights reserved.

•Patients' satisfaction is
an important indicator
for quality of care.
Measuring healthcare
quality and improving
patient satisfaction have
become increasingly
prevalent, especially
among healthcare
providers and purchasers
of healthcare.

•This is mainly due to
the fact that
consumers are
becoming
increasingly more
knowledgeable about
healthcare.

• Patients' satisfaction is an
important indicator for quality
of care. Measuring healthcare
quality and improving patient
satisfaction have become
increasingly prevalent,
especially among healthcare
providers and purchasers of
healthcare.
• This is mainly due to the fact
that consumers are becoming
increasingly more
knowledgeable about healthcare.

How Healing Works
•It is a most urgent and
concerning issue of how to
control patients’ demands and
preferences and adopt correct
marketing concepts under the
circumstances of intense
competition in order to
satisfy the public and build
up a competitive edge for
medical institutions.

How Healing Works
•Patients' perception about
healthcare has been
predominantly accepted as
an important indicator for
measuring quality of health
care and a critical
component of performance
improvement and clinical
effectiveness.

How Healing Works
• It is a most urgent and concerning issue
of how to control patients’ demands
and preferences and adopt correct
marketing concepts under the
circumstances of intense competition in
order to satisfy the public and build up
a competitive edge for medical
institutions.
• Patients' perception about healthcare
has been predominantly accepted as an
important indicator for measuring
quality of health care and a critical
component of performance
improvement and clinical effectiveness.

Patient satisfaction is a complex concept which
highly depends on the subjective judgment of a
patient.
Measuring patient satisfaction has become an
important parameter of the continuous quality
assessment and improvement in hospital services.

patient.
Most researchers agree that patient satisfaction is a
multidimensional concept; however, no consensus
exists regarding which dimensions of care should be
evaluated to measure patient satisfaction.

patient.
• Measuring patient satisfaction has become an important parameter of the
continuous quality assessment and improvement in hospital services.
• Most researchers agree that patient satisfaction is a multidimensional concept;
however, no consensus exists regarding which dimensions of care should be
evaluated to measure patient satisfaction.

Patients tend to compare their expectations
with the experiences they had as well as with
the actual outcomes. When those expectations
are not met by the actual situation, the patient
may become dissatisfied.

Patients satisfaction depends on the
consistency between what the patient expects
and what is actually perceived or experienced.

•Patient satisfaction is also a component
of quality of care.
• Enhancing the quality of service
improves the satisfaction of patients.

The quality of service and the satisfaction of
customers are key determinants of patient’s
loyalty.

• Patients tend to compare their expectations with the experiences
they had as well as with the actual outcomes. When those
expectations are not met by the actual situation, the patient may
become dissatisfied. Hence, patient’s satisfaction depends on the
consistency between what the patient expects and what is actually
perceived or experienced.
• Patient satisfaction is also a component of quality of care.
Enhancing the quality of service improves the satisfaction of
patients.
• The quality of service and the satisfaction of customers are key
determinants of patient’s loyalty.

•Perception of
interpersonal-based
medical service encounters
positively influences
service quality and patient
satisfaction.

•Perception of service
quality among patients
positively influences their
trust.

•Perception of trust among
patients positively
influences their
satisfaction.

•The feeling of trust
influences their outcome.

• Perception of interpersonal-based
medical service encounters
positively influences service quality
and patient satisfaction.
• Perception of service quality among
patients positively influences their
trust.
• Perception of trust among patients
positively influences their
satisfaction.
• The feeling of trust influences their
outcome.

stop ‘shoulding’ all over yourself

1 You are an expert in your field.
2 You serve many Patients.
3 You are passionate about what you do.
4 You have wisdom people want.
Your Qualifications

Most of us only remember
so let’s get focused!
3 Things

Three Critical AHAs
I. What am I doing differently tomorrow?
II. What is the value to my Patient?
III.What is the benefit to my Patients?

WOW
WIiFM©2020 James Feldman All rights reserved.

…if no WIiFM your Patients switch off.

You don't know everything. You can't forecast reactions.
Narrow your gaps in knowledge instead of widening it.

Patients may not always
be RIGHT.
However, there is
no percentage in
telling them
they are WRONG.

Don’t do something
permanently stupid
just because you’re
temporarily
Upset.
Aha

It’s not
What You Think but
How You Think.

Patients do not weigh their overall experience
of you. It’s the last occasion, good or bad,
that affects their opinion of you.
I WANT IT ALL!
I WANT IT NOW!
©2020 James Feldman All rights reserved

Truly great
Patient service
affects
every individual,
every process,
every level,
of
every organization.

Your Patients always want to talk about their most
favorite topic: themselves,
wants or needs.

Patient Service is just
like
D-A-T-I-N-G.
Basically, when you
come into hospital,
anybody who says
they’re not distressed
or they’re not in a –
not so much a panic
mode, but their mood
is not upbeat … so
sometimes it will get
to a point where you
require some
emotional support.

Personalize their experience
But Less Loyal
The New Demand of Patient Satisfaction
More Demanding
Escalate the awareness for the immense need for
dedication to Patient Satisfaction. ©2020 James Feldman All rights reserved.

Patients if given the choice go
to care takers they really trust.
And they share it with other
people they like.
Who also really like it.
And share it with other people.
Who also…

FEATURE
is a characteristic of services.
BENEFIT
is what the feature does for your Patient.
How to get your Patients excited
©2019 James Feldman

If given the choice
Patients seek
features…they buy

It’s all about is about how you Determine to build relationships.

Influencing Positive
Experiences
• Staff frequently checking on patients
• Enabling good handovers with
effective information, thus removing
the need for patients to retell their
story to every new staff member.
• Doctors and nurses talking outside the
patient’s room was seen as both a
positive and a negative thing. Some
thought it indicated seamless and
‘excellent’ care, giving patients privacy
when they needed it

WIIFM
Overall, participants
were comfortable
with doctors and nurses
making decisions on
their behalf, as long as
they explained the
situation and their
options clearly.

It’s about ANSWERS
which determines your
Patients’ ATTITUDE.

ATTITUDE is everything.
67% of all Patients seek other resources
because of a poor attitude,
or indifference from
health care employees.

The most
important skill to
become
Patient and
employee driven
is to
LISTEN.

Listen
the Patient
may be talking.
Don’t talk,
the Patient
may be listening.

It’s about how you
TREAT each Patient
uniquely.
Fit their needs to a
"T”.

Their patience
is about
INNOVATIVE
solutions that
identifies their
Problems.

Creativity is
thinking up
new things.
Innovation is
doing
new things.

It’s about how
you NURTURE
your
employees so
they take care
of your
Patients.

There is one objective and the cure…to
GUARANTEE you continue to have
Patients in the future.

“We know that companies with a strong culture and a higher purpose perform
better in the long run. As we continue to grow, we strive to ensure that our
culture remains alive and well.”
“We are not an average company,
our service is not average,
and we don’t want our people to be average.
We expect every employee to deliver WOW.”

“Above all, Employees will be provided the same
concern, respect, and caring attitude within the
organization that they are expected to share
externally with every Southwest Patient.”
Create memorable connections.
WOW our Patients.
©2020 James Feldman All rights reserved

(2016) A passenger suffered a
concussion, a broken nose, injuries
to his sinuses requiring surgery and
lost two front teeth, and long term
health consequences after being
forcibly removed from his seat.

Look at each
Patients’
transactions
through their
viewpoint.

Do you stand out?

1
2
3
Question 1
How will we WOW them?
And be different?
Question 2
What do our
Patients need?
Question 3
Why should our
Patients continue
the relationship?
Ask yourself

everything starts with their
challenges, needs, prejudices,
and concerns.

stay in your sweet spot, where the things
you understand better than anyone else
intersect with the things your
Patients’ really care about.

one-off presentations
don’t add up to a long-term
placement strategy.

d-a-t-i-n-g your Patient is
a marathon not a one-time effort.

if you don’t care about this stuff,
why should anybody else?

you’ll know if you’re being lazy.
don’t be lazy.

call your company as if
you were the unhappy Patient.

Beware of
Distractions…
disguised as
Opportunities.
Aha

Patient Relations Tools
Offer Your Knowledge Think ‘next date’
Learn about your Patient Listen more. Talk less.
Convenient is easier Build Value WIIFM
Center Of Gravity Exceed Expectations
DO WHAT’S RIGHT Strive For Excellence

A Crash Course On Patient Service:
The 2 most important words:

A Crash Course On Patient Service:
The MOST important word:

If you don’t look
out for
#1
you might
step in
#2.
Aha

Three Critical AHAs
I. What am I doing differently tomorrow?
Delivering Patience to my Patients.
II. What is the value to my Patient?
Solutions that address WIIFM.
III.What is the benefit to you?
Engagement that encourages loyalty.

Let’s create your own bucket list
I PROVIDE Solutions.
I CREATE Value.
I ENGAGE our Patients.
I REWARD Loyalty.
I do not Major in minor things.
I remain passionate.
I become more extraordinary
every single day-starting now.
I don’t confuse inconvenient
with impossible.
I make Shift Happen! ©2020 James Feldman All rights reserved.

312 527•9111 Text 312 909•9700
jfeldman@shifthappens.com
www.shifthappens.com
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Measuring Patient Satisfaction in Hospitals

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