A recent survey conducted by Kelton Global on behalf of West Healthcare found that while patients and providers both put patient satisfaction as a top priority, they disagree on the factors that actually contribute to that satisfaction.
For patients, the belief is that the emphasis should be placed on (from highest priority to lowest): short appointment wait times; access to out-of-pocket cost estimates; not feeling rushed during appointments; providers who demonstrate expertise during treatment; and easy appointment scheduling.
However providers put the emphasis for patient satisfaction on (from highest to lowest): friendly and accommodating clinic staff; easy appointment scheduling; short appointment wait times; improving patient-provider communication; and clean and modern facilities.
The authors go on to say that “despite some mismatched priorities, only five percent of providers state that creating a positive patient experience is not a high priority…[suggesting] that providers want to make improvements and feel they are doing what is necessary to improve patient satisfaction, even if they don’t always understand what is most important to patients.”
Delaware is already moving providers in this direction, putting a strong emphasis on having a person-centered healthcare system. Specifically, DCHI’s Patient and Consumer Advisory Committee is designed to ensure that patients (and patient engagement) are at the center of Delaware’s health care innovation initiatives. The vision of the committee is for individuals to engage meaningfully in ensuring their own health and wellness, and to better understand how health care transformation efforts can impact them and improve the quality and cost of care in the state. For more information about DCHI’s Patient and Consumer Advisory Committee, please visit us at http://www.dehealthinnovation.org.