Patricia Johnson

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Optimizing Patient Satisfaction in Healthcare Settings

As we previously reported, maintaining patient satisfaction is now even more of a priority for hospitals as it is closely tied to revenue. A new rule mandated by the Affordable Care Act pits hospitals against each other in a competition for reimbursements, and the scores are based on patient satisfaction rates determined by Medicare-approved surveys.

With money on the line, we suggest that hospitals be proactive in improving patient service by implementing real-time patient satisfaction surveys to complement traditional feedback collection. By using Survey On The Spot’s real-time surveys, hospitals and other healthcare offices can catch potential problems before they grow and reflect poorly on ratings.

Survey on the Spot surveys will be most effective if given to patients during Available Guest Time: the period of time when a transaction is being processed. The best way to ensure survey participation is to increase convenience for the patient as much as possible. Patients typically won’t go out of their way to fill out a survey unless they’ve had a particularly positive or negative experience, so your best bet to obtain the most comprehensive and accurate survey results is to present the survey during a downtime when the patient would otherwise just be waiting. A Survey On The Spot survey on an electronic device can easily be administered at the end of an appointment while a co-payment is being processed or new appointment is being set.

Healthcare offices receive more survey responses from patients when they take advantage of Available Guest Time, which means more comprehensive data with which to improve services. Whether or not there are reimbursements up for grabs, healthcare offices have a lot to gain from these surveys. In this competitive healthcare market, it is extremely important for providers to achieve the highest level of service possible.

Patient surveys can be customized to gain feedback on important concerns such as wait time, ambiance, cleanliness, staff attitude and attentiveness, and more. Surveys will help healthcare offices better understand patient service standards and will illuminate any pressing issues, allowing providers to adjust their services to meet these standards and address problems – ultimately improving performance.