to do this is get a third party to do the initial patient satisfaction survey . The importance of this is that you get a firm baseline on the current reality from which you can chart a way forward and refer to when measuring your success and return on this investment .
How To Use Patient Satisfaction Surveys
Patient satisfaction should be used as a balance measure and not to drive outcomes . A patient who is happy with the experience will likely follow the doctor ’ s instruction and therefore result in better outcomes . The patient will more than likely revisit should they need the services of the doctor .
Patient satisfaction surveys must focus on the entire care system and not on individuals . It is worth noting that a bad experience in one department will affect how the patient responds in the next department . This means that if the survey focused on individual departments , they may miss the root cause of a bad experience .
Having been thrust into the digital age , leveraging on innovative technology is a must . Investing in interactive systems that allow nurses to get alerts on waiting times in real time for example will result
The advent of the Covid-19 pandemic was the reset button . Those who purposely seek to change will be rewarded greatly and procrastinators will play catch up for a long term . The era of filling in paper questionnaires is gone . The digital age has been thrust forcefully to an industry that traditionally resists change .
in improved patient satisfaction . Use of healthcare analytics to understand and act on patient satisfaction data through different applications will become the norm if the hospital wants to maintain a competitive advantage and measure return on investment .
Patient satisfaction is a measure for quality . The patient may not have clinical knowledge but the feedback on the overall experience must not be underestimated . That is a key factor on whether the patient would recommend the hospital to family and friends .
Employee engagement is a critical cog in patient satisfaction . A patient satisfaction survey will identify areas for training . These trainings are then used to bring together different disciplines under one roof and the message on winning the patient is driven home . Done well , employee engagement will continue to improve over time .
Kenya ’ s health industry must come up with an industry-wide system that measures patient satisfaction and patient experience . This should be modelled around the American system , the Hospital Consumer Assessment of Healthcare Providers and Systems ( HCAHPS ) with significant adaptation to reflect our unique challenges but with the goal of improving healthcare standards across board .
Tom Simba is an experienced Customer Marketer specializing in Healthcare . You can commune with him on this or related matters via email at : Tmsimba @ gmail . com .
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