The Benchmark Email

...benchmarks, strategies and ideas for improving your agency
A service of Fazzi Associates, Inc.

June 26, 2003

Insights Into Improving Patient Satisfaction

Question: We are interested in improving patient satisfaction. Are there specific things we can do to improve patient satisfaction?

Answer: Yes! In reviewing hundreds of thousands of patient satisfaction surveys that are part of our Pat/Stat® National Patient Satisfaction Benchmark Service a number of things standout.

Patient perceptions of your services are based more on "how" services were provided than on the technical aspects of "what" was provided. Patients know and respond to how they are treated. They most often lack information or experience to be able to determine the technical quality of the services provided.

In an industry where word of mouth is a critical marketing tool, this is an important point. Studies show that patients who are happy or pleased with their services tend to tell five others about their experience. Unfortunately, patients who are unhappy tend to tell between ten and twenty people how unhappy or dissatisfied they are with the services. As a result, negative word of mouth from only ten percent (10%) of your patients can become thirty to forty percent (30% to 40%) of all the word of mouth communication about your agency.

It is now possible through benchmarking to isolate specific "drivers" of patient satisfaction. Drivers are specific activities that are statistically linked to higher levels of patient satisfaction. Among all agencies the following five drivers of patient satisfaction correlate most highly with overall satisfaction.

• Caregivers who present information in easy to understand language
• Caregivers who help patients learn self care
• Caregivers who encourage patients to ask questions
• Caregivers who don't act like they are in a hurry
• Caregivers who treat patients as unique individuals

Notice what these top drivers are. Specific activities on the part of the caregiver that focus on the experience the patient has rather than what they receive.

Finally, and most importantly, drivers differ from agency to agency. What may be a weakness in one agency may be a strength in another. Benchmarking, whether it is with Pat/Stat® or any other national service, will provide your agency with concrete analysis and clear recommendations on which drivers you need to work on. Focus on these drivers and your patient satisfaction scores will improve. Ignore them and you face the potential wrath of negative word of mouth.