Measuring and Improving Patient Satisfaction
The idea of patient as customer and the importance of patient satisfaction have received a lot of attention over the past two decades. Many instruments have been developed to measure patient satisfaction. Medicareâ€™s HCAHPS tool has become the de facto standard survey for assessing in-patient satisfactionâ€”for both the Medicare and non-Medicare patient population. In response, various care models, tools, and techniques have been developed to improve patient satisfaction scores. Nearly all focus on a team approach to patient-centered care.
A major component of this assignment is to draw from recent, peer-reviewed literature to develop specific tactics to improve both the patient-experience and patient-satisfaction scores.
Develop specific tactics to improve the patient experience and patient satisfaction.
- Defend the validity and reliability of a patient satisfaction survey instrument.
Why would you recommend that the leadership team endorse the use of the patient satisfaction survey instrument that you have chosen?
A â€œreliableâ€ survey instrument is one that produces consistent results that can be replicated.
A â€œvalidâ€ survey instrument is one that accurately measures what it is supposed to measure.
- Explain why the worst-performing items in a patient satisfaction survey instrument present the greatest challenges for the organization.
Identify the five questions that tend to yield the lowest patient satisfaction performance scores at other, similar organizations; offer empirical support for your choices.
From the research, what do most organizations struggle with? What are the questions on which they score the worst?
What do you expect to be the most challenging patient satisfaction items for the health care organization setting that you have chosen?
Drawing from the articles you selected, explain why those measures of patient satisfaction present the greatest challenges.
- Recommend viable solutions to address common challenges in patient satisfaction.
For each of the five worst-performing survey items, propose at least two viable solutions that the organization should consider implementing to improve the patient experience.
Suggest execution methods (such as using informal power, building consensus, driving results, cultivating creativity, and other methods) that could be used to support your proposed solutions for improving the patient experience and patient satisfaction.
Justify the suggested execution methods: Show how the suggested execution methods are relevant to patient satisfaction problems and would be useful in implementing your proposed solutions