Facility B

Many healthcare leaders are advocates for, and believe that patient engagement and experience has gained true importance and value in improving healthcare quality, it has easily become the ‘heart’ of the core definition of ‘quality care’. It is clear that patients are able to provide expertise beyond generic feedback on ways of improving the patient experience.

Patient satisfaction surveys will also help potential patients understand the environment they are about to enter. If a staff is rude and curt than the public will have access to this. Essentially, this will encourage health care providers to give optimal quality of service to each and every patient. Of course, it’s important that a patients expectations are not too grand. Nothing in life is perfect and people should understand this. Busy hours and numerous patients can cause fatigue. After all, health care providers are still human. Perhaps if all physicians were machines then we could expect them all to be perfect. Performance of medical procedures will enlighten a patient of how well a hospital is able to provide a service. This in turn will allow consumers to make the best choice when selecting a facility for providing care. Someone needing back surgery should be able to locate and choose a facility right for them. If a facility performs poorly with back surgeries, the public has a right to know so that they can avoid this. People have the right to make the most well informed decision. Facility treatment of patients should definitely be transparent. If a facility is trying to hide something it can’t be good. People have the right to know how well a facility treats their patients. This also encourages a facility to always do their best. Ultimately, everyone wants

Satisfaction scores are based on the percentage of participants scoring a question given with the highest possible response such as “definitely yes or always”. These scores are then used to make improvements to the services that the hospital provides. The marks are compared to other hospitals in the area with the same specialty service during the period of July 2016 until December of 2015. The Sterling Heights Medical Center location scored above average in the following areas: Overall satisfaction with the physician 88.2 % with the other Michigan hospitals scoring 87.0%. How well the patient’s pain was controlled was 84.7% with other local hospitals scoring 80.9%, and the nursing care satisfaction was 89.5% with other local hospitals scoring 88.2%. Henry Ford Hospital is located on W. Grand Blvd in downtown Detroit was one of the HFHS locations that scored below average as compared to other Southeast Michigan Hospitals. The results are as follows: Overall satisfaction with physician was 84.9% with local hospitals scoring 87.0%. How well the patient’s pain was controlled scored 75.5% as compared to 80.9%, and nursing care came in at 83.3% with the local average being 88.2% (Patient Satisfaction Survey,

patient and family satisfaction could go a long way to advance the quality of patient care throughout the hospital.

‘Listening to how patients feel about their care and treatment is one of my personal priorities. Knowing that patients feel safe and are being given the care and attention they need makes me feel that I am doing what I can each shift to improve their care’ (National Quality Board, p72 2015).

More times than not, a surgical patient will not know the cost for the procedure before undergoing the operation. With all the possible variables involved, the providers most likely do not know the associated costs either. Even if cost were available, providers do not want to use the Wal-Mart strategy of being the low cost leader. People associate lower cost with lower quality of care. Since cost of care is not a marketable factor, other areas become overstated including the satisfaction of the patients. It is healthcare provider’s obligation to ensure the patient is satisfied or market share will be compromised. There are many variables to patient satisfaction, but research has shown a direct correlation between high patient satisfaction levels and a highly engaged staff.

Patients deserve the best possible care we can provide to them. A patient or family may not always agree or like what their provider is telling them, but they deserve to have honest, excellent skilled, excellent bedside manner every day and every time. So how do measure “good care” in a

The need to improve quality in health care is increasing and a major component of quality health care is patient satisfaction. Patient satisfaction is critical to how well a patient does and research has identified a clear link between patient outcomes and patient satisfaction scores. Patient satisfaction can be an indicator of provider performance and an important dimension of value-based health care under the Affordable Care Act.

First surveys are a good way to measure multiple different areas of quality within a health care organization. Surveys can be used during a patient’s stay, after their stay at the health care facility, surveys of the sites, surveys to rate patient satisfaction. The survey we are going to discuss is the client satisfaction survey. This survey will help in identify areas that need improvements in client services, identifying what the patient wants done instead of what the facilities staff members think the customer wants and ensures the staff will receive feedback on the care provided to the patients. To implement the client service survey the facility needs to decide what areas the survey will cover such as the amenities the facility provides, how well the staff handles their patients, the environment of the facility, how knowledgeable is the staff, is the care affordable and are the systems used efficient. Then the method used to collect the data needs to be determined such as: after care phone interviews, exit surveys or surveys when patients are still in the facility. Choose a department or team that

Hollan, J. (2010). Communication key to patient satisfaction scores. Hospital Case Management, 18(11), 164-166. Retrieved from http://www.library.ohiou.edu.proxy.library.ohiou.edu/cgi-bin/redir_allcampuses.pl?http://search.ebscohost.com

Aharony, L., and S. Strasser. 1993. "Patient Satisfaction: What We Know About and What We Still Need to Explore." Medical Care Review 50 (1): 49-79.

Service coordinators (SCs) are often referred to as the liaisons between patients, the health agency, and the community. Thus, the performance of the SC is greatly influence by the consumers’ experience with the health agency at large (Sriratanabul u & Pimpakovit v s, 2004, P.57). To some patients, SCs are another health related professional that they have to meet with to receive care or during recover (Sriratanabul u & Pimpakovit v s, 2004, p. 57). Therefore, clients’ satisfaction can be defined as the result of matching one’s expectation of healthcare services with actual experiences whether it is pleasant or disappointed (Swartz TA & Bowen DE et al, 2000, p. 65-85).

CITATION: Ellis-Jacobs K. A Quantitative Correlational Study on the Impact of Patient Satisfaction on a Rural Hospital.

According to Grogan, Conner, Willits, and Norman (1995), in the UK, general practitioners have to have to measure and report patients’ satisfaction. To ensure accuracy and reliability of the collected data, Grogan, Conner, Willits, and Norman (1995) recommend 5 scales to be covered by the survey: doctors, access, nurses, appointments and facilities. It is necessary to emphasize the importance of designing the survey questionnaire to get the desired survey analysis.

The study states, “Across the United States of America and Europe, consumer satisfaction is playing an increasingly important role in quality of care reforms and health-care delivery more generally. However, consumer satisfaction studies are challenged by the lack of a universally accepted definition or measure and by a dual focus: while some researchers focus on patient satisfaction with the quality and type of health-care services received, others focus on people’s satisfaction with the health system more generally… Research on health system satisfaction, which is largely comparative, has identified ways to improve health, reduce costs and implement reform” (Bleich, Özaltin, & Murray, 2009). The findings overall show that the respondents rated their health systems positively. In all but five countries, more than half of the respondents reported feeling “very satisfied” or “fairly satisfied”. In terms of Germany, only five percent of respondents were very dissatisfied with healthcare service. This is very low number, even if only for this survey, because everyone in Germany is required to have health insurance.