Patient satisfaction: How to get it and how to keep it
Sharon Squires BSN, RN

$7.95 		Nursing Management
April 2012 
Volume 43  Number 4
Pages 26 - 32
 
  PDF Version Available!

ABSTRACT
The emerging healthcare delivery systems' concentration will be on boosting market share and enriching the bottom line. Our patients, also consumers, are in the driver's seat steering for high-quality, safe healthcare. Consumer complaints can affect the viability of a health organization in this new era of healthcare delivery.1-3 Patient satisfaction is "the subjective experience of the patient during provision of that care. Satisfaction rises when expectations and obligations are met in ways that fulfill a need, desire, or want. Conversely, when patients perceive that one or more of their expectations for care have been unmet, satisfaction plummets."4 Changing how healthcare facilities deliver services will better meet the needs and expectations of all patients.An important quality initiative for increasing patient satisfaction scores can be seen in effective patient-centered communication from healthcare providers. Patient-centered communication encourages the patient to "participate and negotiate in decision-making discussions regarding their own care. Care is respectful of and responsive to individual patient preferences, needs, and values, and ensuring that patient values guide all clinical decisions."5,6Healthcare organizations' management and top leaders can improve and maintain patient satisfaction by implementing effective patient-centered communication protocols and changing current practice and system processes. As a result, enhanced patient safety will be achieved, positive patient outcomes demonstrated, and satisfied loyal customers retained. Administrative leaders will also strengthen the economic position of their facility and gain an everlasting base of patients.When patients don't understand what providers are communicating, it costs billions-and leads to poor outcomes.7 The Consumer Assessment of Healthcare Providers and Systems (CAHPS) hospital survey determined several domains of interest to the consumer. The communication skills of the physician,

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