Improving patient satisfaction through flow

Abstract

Patient satisfaction has emerged as a key driver of health care service, quality and even patient safety. The increased prevalence of and reliance on patient satisfaction surveys and the patient experience has permeated health care practices ranging from solo physician offices to tertiary health care centers. The recent deployment of the HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) Survey and “pay for performance” initiatives have served to highlight an increased emphasis on national standards, public reporting, and hospital comparisons for patient satisfaction. Patient satisfaction and patient flow are inextricably entwined aspects of patient care. This chapter describes factors behind the patient experience: what is assessed on surveys, the role of structure, process and teamwork, and the contributions of smooth patient flow. A number of strategies and tactics for enhancing and sustaining an optimal patient experience are discussed. Finally, for situations when waits are inevitable, this chapter reviews what can be done to manage the processes and expectations of the patient and the health care team.