{"id":2285,"date":"2012-04-05T17:00:01","date_gmt":"2012-04-05T21:00:01","guid":{"rendered":"http:\/\/www.poweryourpractice.com\/?p=2285"},"modified":"2025-10-08T04:14:02","modified_gmt":"2025-10-08T04:14:02","slug":"measure-patient-satisfaction","status":"publish","type":"post","link":"https:\/\/carecloud.com\/continuum\/measure-patient-satisfaction\/","title":{"rendered":"Are Your Patients as Satisfied as You Think They Are?"},"content":{"rendered":"<p>The Medical Group Management Association (MGMA) recently found that over 60 percent of better-performing medical practices regularly use patient satisfaction surveys to <strong>measure, evaluate and improve their operations<\/strong>.<\/p>\n<p>Ensuring that patients are happy has always been important to the practice of medicine. After all, displeased patients tend to defect to other providers. But collecting reportable patient feedback will soon be more critical than ever.<\/p>\n<p><!--more--><\/p>\n<p><strong>Public Knowledge of Satisfaction<br \/>\n<\/strong>The Patient Protection and Affordable Care Act mandated the creation and launch of the <a href=\"http:\/\/www.medicare.gov\/find-a-doctor\/provider-search.aspx\" target=\"_blank\" rel=\"noopener\">Physician Compare website<\/a>, which went live in late 2010. Right now Physician Compare is simply a search tool for finding healthcare professionals in a geographic area.<\/p>\n<p>Come January 1, 2013, however, the site should make \u201cphysician performance\u201d information available to all consumers. The CMS will glean its <strong>performance data from patient feedback<\/strong> as it expands the \u201cvalue-based purchasing model,\u201d which currently applies only to hospitalists, to office-based physicians.<\/p>\n<p>If you don\u2019t start measuring patient satisfaction now, you could face unexpectedly poor scores \u2013 on a government site! \u2013 once Medicare makes you publicly report that data.<\/p>\n<p><strong>Satisfaction Breeds Outcomes<br \/>\n<\/strong>Your patients certainly already have the power to make their displeasures known. <a href=\"https:\/\/www.carecloud.com\/continuum\/5-easy-ways-to-add-patients-and-grow-your-business\/\" target=\"_blank\" rel=\"noopener\">Tools like ZocDoc and Healthgrades<\/a> \u2013 not to mention Facebook \u2013 provide online outlets for negative reviews, and the good old-fashioned \u201cyell at the front desk attendant\u201d method is still alive and well.<\/p>\n<p>It can be all too easy, though, to brush off a patient outburst or harsh Internet comment as an isolated incident. Plus physicians, trained as they are to focus on actual patient care, often consider certain things that people complain about \u2013 <strong>long wait times, staff attitudes, poor communication<\/strong> \u2013 to be insignificant to the grand scheme of treatment.<\/p>\n<p>But they are significant. From troubles with parking to unreturned phone calls, patients absorb every experience they have with your practice. Negative connotations with one aspect of a visit \u2013 say, an overly long line at check-in \u2013 can easily carry over to other things.<\/p>\n<p>If that bad impression at check-in is still lingering in a patient\u2019s mind when he receives care instructions from the physician, he\u2019s more likely to negatively perceive the doctor\u2019s behavior \u2013 and perhaps less likely to heed his medical advice.<\/p>\n<p>HealthLeaders Media reported recently that research has found that \u201cpatients who have good experiences with their visits and perceive that their doctors treat them with respect are <strong>more likely to stick to recommended treatment plans<\/strong>.\u201d<\/p>\n<p>So whether a patient is dissatisfied with her wait time or unhappy with a nurse\u2019s attitude, why risk letting a good medical outcome be spoiled by a negative impression?<\/p>\n<p>Measuring satisfaction will allow you to learn your practice\u2019s strengths and weaknesses, ensuring that you\u2019re continually delivering an effective healthcare experience to your patients.<\/p>\n<p><strong>Get Feedback to Make Satisfaction Happen<br \/>\n<\/strong>You\u2019ve got options when it comes to gauging satisfaction levels. If you have the resources, consider contracting with a market research firm to organize patient focus groups or conduct one-on-one interviews outside your office.<\/p>\n<p>Those approaches are useful if you\u2019re looking for the in-depth feedback you\u2019d need to overhaul your methods and processes. If you\u2019re looking for a less intense approach, though, you can take the tried-and-true route: <strong>patient surveying<\/strong>.<\/p>\n<p>To deploy a structured, formal survey, consider using the services of a company like Press Ganey, who offers a <a href=\"http:\/\/www.pressganey.com\/ourSolutions\/medicalPracticeSolutions\/satisfactionSuite.aspx\" target=\"_blank\" rel=\"noopener\">Satisfaction Performance Suite<\/a> product for medical practices that provides doctors and administrators with data-driven insight into satisfaction. Press Ganey\u2019s tools are commonly used in large doctor groups.<\/p>\n<p>Or handle the survey methods yourself. Discuss what aspects of patient satisfaction are most important for your staff to measure and draft up your own survey. Hand patients a paper form at check-in or email them a link to your questions \u00a0on a site like SurveyMonkey and <a style=\"color: black; text-decoration: none;\" title=\"https:\/\/linkprotect.cudasvc.com\/url?a=http%3a%2f%2fforms.app&amp;c=E,1,e56eYndcHZE9dWIrFqlwrayVuoDLBNP24fJ7qrZI24dzkCY2WPo3Hdbf1P3XQY8h8XGU4ydh2_UsHtaEq-9sdu-Lbsizqu4r83jLNf3cZToBYBQBBKNuxpt-MXPO&amp;typo=1\" href=\"https:\/\/forms.app\/\" target=\"_blank\" rel=\"noopener noreferrer\" data-auth=\"NotApplicable\" data-linkindex=\"3\">forms.app<\/a>.<\/p>\n<p>Keep in mind that not every patient will participate, and your <strong>survey results may be skewed<\/strong> to reflect the attitudes of those who are either very happy or very unhappy with your practice. This is common with survey results in all business sectors.<\/p>\n<p>To get more people to contribute their feedback (and thus more accurately reflect general satisfaction levels), consider incentivizing participation. Perhaps patients who complete the survey earn a discount on their copays or win free raffle tickets toward a larger prize.<\/p>\n<p>Use the results of your findings to identify your weaknesses, <a href=\"https:\/\/www.carecloud.com\/continuum\/do-check-act-how-to-enact-your-plan-for-medical-practice-improvement\/\" target=\"_blank\" rel=\"noopener\">improve your operations<\/a> where needed and, ultimately, make your patients happier. Doing so will ensure consumer loyalty and help your practice continue to succeed.<\/p>\n<p><strong>How do you monitor and measure patient satisfaction?<\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>The Medical Group Management Association (MGMA) recently found that over 60 percent of better-performing medical practices regularly use patient satisfaction surveys to measure, evaluate and improve their operations. Ensuring that patients are happy has always been important to the practice of medicine. After all, displeased patients tend to defect to other providers. But collecting reportable [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":32786,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[],"class_list":["post-2285","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-revenue"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Measuring Patient Satisfaction to Improve Care Quality<\/title>\n<meta name=\"description\" content=\"Ensuring that patients are happy has always been important, but collecting reportable patient feedback will soon be more critical than ever.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/carecloud.com\/continuum\/measure-patient-satisfaction\/\" \/>\n<meta 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