Patient Satisfaction Is An Important Element Of The Quality Of Healthcare

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Abstract Patient satisfaction is considered an important element of the quality of healthcare, a leading indicator of patient outcomes and a top priority for hospitals and providers. There is an increased need to improve quality in the delivery of healthcare services, partly due to the Centers for Medicare and Medicaid Services pay-for-performance reimbursement methods. Adjustments increasing to 2% in 2017 will affect more than 3000 acute nursing facilities nationwide. The Centers for Medicare and Medicaid Services uses the Hospital Consumer Assessment of Healthcare Providers and Systems survey that measures ten specific aspects of a patient 's care, and results are reported publicly. There has been a great deal of discussion for and against the survey on all levels of healthcare. Research indicates that a customer service approach is the leading indicator of patient satisfaction. A better customer service approach is the product of satisfied employees. Nurses play a significant role in the customer service approach, including advanced practice nurses. Improving Patient Satisfaction [Patient Satisfaction]. Patient satisfaction is a patient’s level of contentment with the comfort, quality and perception of overall well-being in regards to the healthcare they obtain. Patient satisfaction is subjective and often multifaceted making it very difficult to define (Morris, Jahangir, & Sethi, 2013). A patient’s anticipated expectations compared to his or her
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