> Patient Satisfaction
Understanding patients and their problems can make a big impact on your
business. Studies have shown that patient satisfaction is directly related to
loyalty, profitability and, quite possibly, even decreases in lawsuits.
Consequently, it seems logical that improving patient satisfaction improves the
ROI, which is quite a compelling argument for doing so!
Resolution Research® has conducted tens of thousands of patient
satisfaction surveys, including satisfaction with the physician, hospital, and
healthcare company. In one such study, Resolution Research designed and
conducted a survey for a large medical group over a five-year period, commencing
with a benchmark study, followed with quarterly and year-to-year tracking
mechanisms. These studies interviewed thousands of patients who had recently
visited their physician, to collect opinions on the satisfaction of care &
services received. About 25,000 patients were interviewed yearly. This data
provided performance measurements for over 1,000 individual physicians and over
250 group practices. Resolution designed a comprehensive and innovative rating
system to compare and rate individual physicians, as well as groups, on a
peer-to-peer basis. Three essential elements of patient satisfaction were
measured: outcome of care, whether the patient would recommend the physician,
and overall satisfaction. As an added study benefit, our client was able to
release some of these results in the media and to shareholders.