Why it is Important to Track Patient Satisfaction

There are many reasons to collect patient information when you run any type of medical practice and we asked the owner of Atlantic Coast Physical Medicine for her thoughts on the subject. This article explains how the patient satisfaction survey may be used to ensure that all interactions are cataloged and used to improve your business. Someone who starts tracking patient satisfaction will be much more pleased with how the business functions

#1: Why Track Patient Satisfaction?

Patient surveys can help you identify ways of improving your practice. Ultimately, that translates into better care and happier patients. It also shows your patients that you are interested in providing quality care and demonstrates that you are continuously looking for ways to improve. Under the Affordable Care Act (ACA),  Medicare reimbursements are tied to patient satisfaction scores. That means patient satisfaction should be a priority to healthcare practitioners. With patient satisfaction surveys, your business will improve quite a lot once you have seen reviews that guide your future policies.

#2: How Do You Track Patient Satisfaction?

The most common approach for conducting patient satisfaction surveys is through questionnaires. Patients can be asked to do this in-office or by sending them an email where they can fill out the survey at their convenience. There are many companies available that can help you organize, send and track your patient surveys.

#3: Key Questions To Ask

You must ensure that you have asked questions that tell you what the patients have experienced in their interactions with the staff and physician. The most common topics covered in surveys are quality of care, confidence in providers, and appointment experience. You may ask patients to leave general feedback, and you may ask them to share what they believe you could do better. As a Chiropractor in Summerville, Dr. Heather Lambert says that there is one question that provides the most valuable feedback is “Would you recommend our practice to a family member or friend?”

#4: How Do You Reverse Negative Feedback?

In a recent consumer survey from HelpScout, it was reported that for every customer who bothered to complain, 26 other customers remained silent. If you ignore negative reviews it may suggest indifference to patient satisfaction on your part. Be sure to reach out to the unsatisfied patient and not to take negative reviews personally. Keep your responses professional, calm and honest. A quick apology and correction will make your patients happy, and you will recover your image much faster. Simply being prompt in your response can make a big difference in the way your prospective patients perceive your practice.

#5: How Does This Help The Bottom Line?

Your bottom line must be managed carefully to ensure that you are making money every day. Implementing patient surveys identifies the strengths and weaknesses within your practice and should be part of an ongoing effort to improve patient satisfaction. In fact, the accumulated results can influence reimbursement from insurance companies. Therefore, it’s important to recognize that the patient experience is about more than the medical care. A patient notices every aspect of the facility from the time they arrive to when they leave. As a provider it is your responsibility they receive the best in every aspect of their visit.