The customer is always right is a popular adage in service industries. But what about in healthcare, who knows more about what healthcare consumers need patients themselves or their providers? The concept of patient satisfaction is something a lot of healthcare providers struggle with. For one thing, providers are not always clear on what drives satisfaction. Also, the pressure to deliver positive healthcare experiences has grown now that reimbursements are tied to patient satisfaction and consumerization has made its way to healthcare. What is clear is that, although patients lack the specialized knowledge to diagnose or treat themselves, they do know how they feel after an encounter with their provider, as well as what their experience was like before and during that visit. For this reason, it is critical that providers and healthcare organizations prioritize activities that yield satisfaction.

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