The document discusses patient satisfaction in healthcare. It defines patient satisfaction as having three domains: delivery of medical care, treatments sought by patients, and compassionate care. Patient satisfaction is an important measure of healthcare quality and hospitals aim to satisfy patients as the end users of healthcare services. The document outlines 10 pillars for achieving patient satisfaction, including leadership commitment, process improvement, staff training, and patient focus. It also discusses how to design a patient satisfaction survey through identifying areas for feedback, creating questions, choosing a platform, and evaluating results.

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PATIENT SATISFACTION
DR. SHISHIR KUMAR
RIMS, RANCHI
Introduction
• What…???
– It is one Performance Measure of health care quality
– Three domains of patient satisfaction:
• The delivery of essential medical care
• Treatments sought by patients and their families (which may or
may not be favorable to good health)
• The provider activities and behaviors that comprise
compassionate care and the safeguarding of human dignity
• Why…???
– Patients are the end users and foundation of hospital
setup, so they must be satisfied while in or out of the
hospital
Medical Practice in the Past
Doctor was GOD
Supreme
authority
Patient was
SERVANT
The deciple
Medical Practice Today
Doctor is the
SERVICE PROVIDER
Patient is the
CUSTOMER
Supreme authority
Challenges of healthcare sector
• Long term duration of interaction
• Heightened emotional level: Anxiety, Fear, Pain
• Purpose is to meet needs
• Aim is to reduce demands
• Wide gap between Professional Competence and
Patient Understanding
• Public and private sector Competition and Disparity
• Ambiguous outcomes for patients and practitioner
Objectives
• Healthcare institutions are primarily patient centric
• Patient satisfaction is the strongest determinant of
hospital functioning
• Ultimate goal is satisfaction of its customers (patients and
their relatives)
• Patient satisfaction is also considered as a positive
outcome for hospital staffs also
• Patient satisfaction depends upon workers
– Motivation
– Dedication and
– Duty towards the patients

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Principles of Patient Satisfaction
• Quality of care
– Can be achieved by standardized practice
• Managing anxiety, fear and pain
• Better communication
• Personal attention
• Staff accountability
• Good organization culture
10 Pillars of Patient Satisfaction
• Leadership Vision and Commitment
• Process design and Continuous improvement
• Employee Engagement and Empowerment
• Accountability of Staffs
• Monitoring and Feedback
• Vertical and Horizontal communication
• Staff Development and Training
• Reward and Recognition
• Service recovery: Dissatisfaction to Satisfaction
• Patient Focus and Sustainability
Types of Hospital Customers
• Internal
– Doctors
– Nursing staffs
– Paramedics
– Others
(Sanitation staffs,
Security staffs etc.)
• External
– Patients
– Relatives
– Visitors
– Agents
– Vendors
– Community as a
whole
Types of Customers: Based on Need
• Difficult to deal with:
– Demanding
– Annoying
– Unrealistic
– Objectionable
• Desirable:
– Pleasant
– Easy going
– Intelligent
– Accommodating
– Knowledgeable
• Others
– Lacking in knowledge
– Unprepared
– Uncertain
Advantages of Patient Satisfaction
• Patient Satisfaction:
– Greater profitability
– Improved patient
retention
– Increased patient
referrals
– Improved compliance
– Improved productivity
– Better staff moral
• Staff Satisfaction:
– Reduced staff turnover
and attrition
– Improved collections
– Greater efficiency
– Reduced risk of
malpractice suit
– Personal and
Professional fulfillment
PATIENT SATISFACTION
SURVEY

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Patient
Satisfaction
Survey
Interviews
Questionnaires
Patient
Feedback
Patient
Opinion Polls
Observations
Group
Discussions
How to Design A Patient Satisfaction Survey…???
• Step 1: Identify what you want to know
– Identify potential problem areas in your practice like
• Are patient wait times are too long?
• Are patients getting enough time with the doctor?
• Can patients access their health information and get
through to the office when they have questions or
requests?
– Ask questions regarding issues which are solvable
How to Design A Patient Satisfaction Survey…???
• Step 2: Create your survey
– Focus questions on common areas related to patient
satisfaction
– Avoid binary questions (which have answers in Y/N)
• Ask, “Would you recommend our practice to a friend or
family member?”
• Include an open-ended, general “comments” section at the
end
– Keep it short
How to Design A Patient Satisfaction Survey…???
• Step 3: Choose a platform to launch your survey
– Online
– Phone
– Snail mail
– In office
• Step 4: Evaluate the results
• Step 5: Make necessary changes