This document discusses patient satisfaction in healthcare. It defines patient satisfaction as an indicator of how well patients are treated. Surveys are commonly used to measure patient satisfaction and provide insights for healthcare providers. Factors that affect patient satisfaction include appropriate care, respect, safety, availability, efficacy, effectiveness, continuity of care, and timeliness. The document provides tips for improving patient satisfaction such as training employees, educating patients, differentiating staff roles, empowering nurses, being flexible, and following up with patients. It distinguishes between patient experience and satisfaction and discusses using question prompt lists to enhance communication and patient participation.

1. AYSHATHUL FEMITHA
9897
4TH SEMESTER MHA

2. PATIENT SATISFACTION
• Patient satisfaction is an indicator of how well
the patient is being treated at your medical
practice.
• It gives healthcare providers valuable insights
into various aspects of healthcare, including
the effectiveness of their care and their level of
understanding.

3. WHY PATIENT SATISFACTION
MATTERS
• Quick Publicity
• Financial success
• Improved Patient retention
• Attract more patients
• Charge more for better care
• Better clinical outcome

5. • To create a culture of customer service
excellence in hospitals and achieve
outstanding patient satisfaction, it is
necessary to understand the intangible
aspects of perception and expectation
that contribute to patient satisfaction.
• Satisfaction = Perception – Expectation

6. PATIENT SATISFACTION
SURVEY
• Since patient satisfaction is not
directly observable, patient
satisfaction surveys are commonly
used as a measuring device.
• Patient satisfaction surveys
attempt to translate subjective
results into meaningful,
quantifiable, and actionable data.

7. • Measuring patient satisfaction and extracting
useful and relevant information involves
determining
which aspects of patient satisfaction to measure
developing reliable and valid questions
randomly sampling individuals from within a
patient population
using standard techniques such as mail surveys,
telephone surveys, or face to face interviews.

8. The Kano Model
• The Kano Model provides a useful
tool for studying different levels of
patient expectations

9. FACTORS EFFECTING PATIENT SATISFACTION
PATIENT
SATISFACTION
APPROPRIATENE
SS (RELEVANT
PATIENT CARE)
RESPECT &
CONCERN
(SYMPATHY &
CONSCIOUSNESS)
SAFETY OF
PATIENT (SAFE
ENVIRONMENT)
AVAILABILITY
(TREATMENT AS
PER PATIENTS
REQUIREMENTS)
EFFICACY
(RESPONSE LEVEL
TO TREATMENT)
EFFECTIVENESS
(CORRECTNESS
TREATMENT)
CONTIUNITY
(TREATMENT &
OUTSIDE)
TIMELINESS RIGHT
TREATMENT/
RESPONSE AT
NIGHT TIME

10. HOW TO IMPROVE PATIENT SATISFACTION
• Train your employees
• Educate your patients
• Differentiate between
medical and non-medical
staff
• Empower nurses
• Be flexible
• Build a follow-up
mechanism

13. Patient Experience V/S Patient
Satisfaction
• Patient experience encompasses the range of
interactions that patients have with the health care
system, including their care from health plans, and
from doctors, nurses, etc
• Patient satisfaction surveys ask, “How did we do?”
Patient experience surveys ask, “What happened?
• Patient satisfaction surveys ask, “Did your doctor
spend enough time with you?”
Patient experience surveys ask, “How often did you
get help when you wanted it?

14. QUESTIONNAIRE PROMPT LIST (QPL)
• communication aids to enhance patient question asking
and patient participation in health and medical
consultations.
• Question Prompt Lists can be a prepared list of
questions provided to the patient by the care team,
where the patient selects those questions they wish to
ask the doctor (QPL).
• Alternatively, there can be patient question prompt lists
(PQPL) that the patient generates prior to the
consultation following a request or prompt to do so.

15. • The purpose of a QPL/PQPL is to provide patients with clearer information
concerning their treatment and to address any concerns they may have and,
• To enhance the communication between the patient/consumer and the
treating clinician, to promote patient participation and to potentially
enhance shared decision making within the health consultation.

16. THANK YOU