Knowledge Expansion

Patient Satisfaction: The Increasing Significance of the Survey and How to Make It a Success

Fellowship Paper

Quality & Patient Experience

Ashlyn Clason FACMPE

The demand for more customer value in healthcare is rising. Reportedly, 81% of patients are unsatisfied with their care. Patients are using online reviews and access to quality healthcare data to make healthcare decisions. National data outcome scores, online reviews, and changes in payer reimbursement are increasing the importance of patient experience in the medical practice.   Virtually every healthcare delivery setting has utilized a patient survey in some form to obtain feedback on patient satisfaction. However, not all surveys are effective in measuring and improving patient experience. Patient perceptions and responses to questions regarding the quality of their care are subjective and confusing.  This exploratory paper will assess the pros and cons of the patient satisfaction survey and evaluate its importance in the practice setting today.
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About the Author

Ashlyn Clason FACMPE
Bend, OR