2017 was a big year for healthcare and patient satisfaction was an important topic of discussion. Here, in no particular order, are ten of the best patient satisfaction quotes of 2017.
“A great patient experience connects clinical excellence with outcomes. It connects efficiency, quality, behaviors and mission with caregiver experience and engagement. The patient experience relies on teamwork, communication, shared decision making, empathy, compassion and human connection. It is also influenced by dignity, respect and humanistic values, as well as the ability and willingness of clinicians to relate to their patients as people, not as a medical condition or a room number.” wrote Christy Dempsey on her experience as a nurse of over 30-years, a breast cancer survivor, and family member of a critically injured police officer.
"Patient experience is at the heart of healthcare," said Jason Wolf, president of the Beryl Institute and founder and president of the Patient Experience Institute. "This idea of consumerism makes technology important, but technology for the sake of technology is the demise of it," he said. "When it's purposeful, it becomes a wellness tool, a mean by which we can reduce readmission and give people greater ownership over their care."
Chief Medical Officer of Professional Research Consultants and the executive director of the Institute for Healthcare Excellence, William Maples, M.D. wrote, “We need to focus on the quality of our interactions with patients. Do patients feel truly cared about, listened to and respected? Are we taking enough time to answer their questions? The most positive patient experiences arise from workplace cultures that understand the value of the patient relationship, and build teamwork, communication and processes that strengthen our engagement.”
“The way that we approach improvement for patient experience measures is to reframe it. The exercise is not to make consumers happy. The exercise is to reduce patient suffering” says Deirdre Mylod, PhD, Executive Director of the Institute for Innovation and Senior Vice President of Research and Analytics at Press Ganey.
“Patient experience is everything, bricks-and-mortar, valet parking, that first greeting is part of the patient experience,” said Sue Schade, principal of StarBridge Advisors and a veteran healthcare CIO.
In a recent Forbes interview on customer services in healthcare, James Merlino, M.D. stated, “The question for healthcare leaders today is how do we make patient care a fundamentally better experience across the continuum? That includes safety, quality, and service. It also includes making healthcare more connected so that we promote wellness care as well as disease care. We also need to integrate distance health so people can stay at home and at work. And, finally, how do we significantly reform our archaic payment system. Addressing those challenges will truly be transformative, and transformation is one strategic objective we should all be thinking about.”
"Analyzing extensive patient satisfaction data has helped organizations to hone their accuracy in predicting HCAHPS scores, sometimes to within a decimal," says Ryan Sawyer, president of operations management software firm Hydracor. "But that doesn't necessarily equip [hospital leaders] with the information they need to raise HCAHPS scores." For this reason, Sawyer recommends rounding hospital leaders strike a balance between collecting patient feedback and personally connecting with patients to positively affect an organization's HCAHPS metrics. He believes very interaction with the patient should drive value for that patient.
"The reason why those patients are not returning to the hospital is because they actually have better communication with their care team and because of that communication they have a better understanding of how to take care of themselves, and overall it is a much more fulfilling experience for them," said Dr. Jocelyn Carter, lead author of the study and an internal medicine physician at Massachusetts General Hospital.
“The danger of these patient surveys is that they do not accurately quantify the physician’s skill, technical ability, or clinical outcomes,” the researchers in this op-ed published in the Journal of the American Society of Plastic Surgeons said. “This point has not been lost on a diverse group of physicians who have written that patient satisfaction is overrated and often irresponsible.” They go on to say, “The focus on patient feedback has already skewed hospital administrators’ agendas, and long-term hospital plans now center on renovating the physical buildings, elevators, lobbies, and patient floors, and also investing in luxuries such as valet parking and gourmet meals. One could argue that these costly expenses have more to do with the perception of healthcare quality rather than actual outcomes.”
And last but not least, Dr. Warner Slack summed up the importance of patient satisfaction by saying, “Patients are the most underused resource in healthcare.”
Overall, these are just a few great patient satisfaction quotes of 2017. We look forward to seeing what the new year brings!