Measuring Patient Satisfaction In Healthcare

However consumer satisfaction studies are challenged by the lack of a universally accepted definition or measure 1 6 and by a dual focus.

Measuring patient satisfaction in healthcare.

This article examines the advantages disadvantages and problems associated with nine different methods of measuring patient satisfaction with service quality. Evaluating patient experience along with other components such as effectiveness and safety of care is essential to providing a complete picture of health care quality. Patient satisfaction is an important and commonly used indicator for measuring the quality in health care. Patient experience differs from patient satisfaction.

After all patient experience of care is a critical quality domain used to evaluate hospital performance under the 2016 cms hospital value based purchasing vbp program accounts for 25 percent of a hospital s vbp score and comes with the potential for a penalty or bonus. It affects the timely efficient and patient centered delivery of quality health care. The terms patient satisfaction and patient experience are often used interchangeably but they are not the same thing. Patient perceptions of the quality of services provided is a key factor along with cost effectiveness in determining a health care organization s competitive advantage and survival.

Patient satisfaction affects clinical outcomes patient retention and medical malpractice claims. Healthcare organizations are working diligently to improve patient satisfaction and the patient experience of care. Hcahps measure patient satisfaction.