Annual ed patient satisfaction6 2010

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The document discusses patient satisfaction surveys conducted at hospitals. It mentions two survey companies, Press Ganey and Professional Research Consultants, that are used to survey inpatients, outpatients, ambulatory surgery patients, and emergency department patients. Survey results are compared to other large medical centers and some specific survey results for University Hospital sites are provided. The key domains covered in the surveys are also listed.

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Press Ganey Survey Process Records uploaded Surveys mailed to patients Patient completes survey Surveys returned to Press Ganey Surveys scanned and data entered into database Reports generated

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As we move into the future, the measurement of patient satisfaction is becoming less of a luxury and more of a necessity for medical groups and facilities. It is increasingly important that a patient-satisfaction program be done well, using sound protocol and methods. Survey findings can also be used for accreditation and marketing. In this era of increasing competition and high patient demand for health care excellence, medical groups and skilled nursing facilities cannot afford to forgo the insights they can derive from patient-satisfaction surveys.

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Three industry leaders will share strategies to improve patient experience by recording, monitoring and scoring patient encounters. As consumers, we have come to expect customer service calls to be recorded for quality purposes. This presentation will share why leading healthcare organizations are now following suit and incorporating recording and quality scoring throughout the revenue cycle. A panel of Patient Access innovators will share methods for monitoring and scoring patient encounters to improve patient experience. Attendees will hear outcomes and walk away with practical steps to standardize communication best practices among their teams.

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Care Analytics assessments are important because they give you a realistic view of what is happening in the day-to-day practice of your facility. They help you sort out problems that need considerable work from issues that appear to be working reasonably well and perhaps need only staff reminders to be on track. Unlike surveys in which you try to put your best foot forward, this is a survey that requires you to look at both feet honestly and constructively.

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