CustomerVoice

Patient Satisfaction

A recent article in Family Practice Management identified five ways to help improve patient satisfaction. One of the ways is by truly understanding patient needs. In order to understand these needs, many organizations are using patient satisfaction surveys. These patient satisfaction surveys allow healthcare organizations, from hospitals to independent physician practices, to identify ways to improve their patient care and implement programs to increase patient satisfaction.

The study in FPM said that the "most critical skill in uncovering the needs of a client or patient is the skill of inquiry," and "Many cases of patient dissatisfaction can be traced to an inadequate discovery of patient needs." 1 An effective patient satisfaction survey, as well as the tools to allow patients to provide ongoing feedback can have a dramatic impact on patient satisfaction, retention and loyalty.

Allegiance PatientVoice is a Web-based feedback tool that allows patients to anonymously communicate with their healthcare providers. This communications can help organization to implement policies and programs that can directly impact patient satisfaction. By listening and responding to their patients, healthcare providers can improve patient relationships. PatientVoice makes understanding patient needs and patient satisfaction a reality.

¹ Pawar, Manoj, MD, MMM, "Five Tips for Generating Patient Satisfaction and Compliance" FPM, June 2005

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