1 / 8

Measuring Patient Satisfaction: Why and How

Measuring Patient Satisfaction: Why and How. Neil Korsen Maureen Lee Linda Mallard.

lahela
Download Presentation

Measuring Patient Satisfaction: Why and How

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Measuring Patient Satisfaction: Why and How Neil Korsen Maureen Lee Linda Mallard

  2. “Quality has two dimensions. One has to do with technical excellence … and the other relates to subjective experience. In health care, it is quality in this subjective dimension that patients experience most directly.” • Gerteis et al, Through the Patient’s Eyes, 1993

  3. A Credo • In a helping profession, the ultimate judge of performance is the person helped. • Most people, including sick people, are reasonable most of the time. • Different people have different, legitimate needs. • Don Berwick, Joint Commission Journal on Quality Improvement, 1997

  4. Through the Patient’s Eyes • An empirical study of patient experience of illness and health care. • Survey developed using focus groups and pilot testing, then administered to over 6000 patients and 2000 family members. • Developed conceptual framework of ‘Dimensions of Patient-Centered Care’, with focus on hospital care.

  5. Dimensions of Patient-Centered Care • Respect for patient values, preferences, and needs • Coordination and integration of care • Information, communication, and education • Physical comfort • Emotional support and alleviation of fear and anxiety • Involvement of family and friends • Transition and continuity • For ambulatory care, I might add ‘Access and timeliness’

  6. Measuring Dimensions of Patient-Centered Care

  7. Some Nuts and Bolts • How will you choose a population to survey? • Who and when to hand out and collect surveys? • How to use the results?

  8. References • Gerteis et al, Through the Patient’s Eyes, San Francisco, Jossey-Bass Publishers, 1993. • Berwick, ‘The Total Customer Relationship in Health Care’, Joint Commission Journal on Quality Improvement, Vol. 23, #5, pages 245-250, May 1997.

More Related