Twenty-two minutes can seem like long time for a patient to wait in the reception area. Various national surveys peg the average wait time to see a physician at the 20-minute mark…with patient satisfaction dropping lower every five minutes. What’s more, virtually all patients perceive their wait to be too long. Perhaps the most influential factor […]
Tag Archives | patient experience
Measuring patient satisfaction by Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey scores is a topic of considerable discussion. But now that patient satisfaction scores have become the “universal yardstick” for determining 30 percent of the federal financial incentive program, HCAHPS and patient satisfaction scores have serious financial weight with hospitals.
Editor’s Note: The real-world, doctor-to-doctor ideas that Dr. Baum presents in this article are based on his 30 years of experience as a practicing urologist. These practical patient experience concepts are useful and appropriate to most other professional disciplines and healthcare provider practices. All of us want our patients to have a positive experience with […]
The changes in our healthcare system that link Medicare payments to Pay-for-Performance and patient satisfaction are constantly top-of-mind with hospital administrators and providers. With about $1 billion in payments on the table, it’s an industry preoccupation. But awareness by consumers/patients is growing also. Newspapers and publications throughout the nation have carried many items, and the Wall […]
STUDY: Researchers at Johns Hopkins School of Medicine published findings about effective and efficient methods that excellent physicians use to get to know patients as individuals, and improve patient-centered care.
Healthcare reform and a shift to pay-for-performance are certain for 2013, but the substance and impact of this shift is still under discussion.
“I just hate it,” the elderly patient complained to us about her GP. “He comes in the [exam] room and goes straight to that computer without even looking at me.” (This is a true story, by the way.) “The doctor is friendly enough, I suppose, but it’s like I’m playing second fiddle to the computer […]
There’s a trend among consumers that one highly respected research firm calls “the age of the consumer. A focus on the customer matters more than any other strategic imperative,” advises Forrester Research. “Customer experience translates into real business value, and customer-centricity is your best bet for sustainable competitive advantage.”
Respected studies document patient experience and satisfaction as important, sometimes primary, factors in the healthcare delivery continuum.
When consulting firm PricewaterhouseCoopers (PwC) conducted a national survey of over 6,000 US consumers in major industry sectors in the summer of 2012, they found several key differences between consumers’ attitudes and experiences in healthcare and other industries.
- The Psychology of Waiting vs. Patient Experience Enemy Number One December 18, 2012
- Coach Lou Holtz, the Importance of a Timely Note, and Patient Satisfaction January 8, 2013
- Don’t Let Your Technology Get in the Way of Patient Satisfaction October 16, 2012
- Medicare Star Ratings: Consumers Ignore But Industry Debates October 23, 2012
- Never on Thursday: Flow and wait times at the DMV vs. the ER June 1, 2016
- Patient Loyalty: Why People Buy Emotions, Not Things January 19, 2018
- 4 Patient Experience Touchpoints: Doing the Right Thing December 6, 2017
- Become Best in Class in Patient Experience: Service Lessons from Iceland November 13, 2017
- 4 Smart Strategies That Deliver Stronger Patient Experience October 27, 2017
- Turning the Battleship and Building a Better Healthcare Experience October 10, 2017
- Barbara Hales, M.D.: An additional demand on ER time also stems from ph...
- Atiqur Rahman: Thank's,Stewart for this wonderful article,i enjo...
- Kellee Everts: Great article! I've always coached and cautioned ...
- Bruce Allen: Your analogy, with the doctor as the pilot and the...
- What Would Empathy-Based Healthcare Look Like? | News In Marketing: […] When I talked with Dr. Rosen on camera p...