Healthcare Performance Benchmarks
Healthcare Performance Benchmarks
February 1, 2012Vol. II. No. 5

What's the ROI from Patient
Satisfaction Programs?

What's the ROI from Patient Satisfaction Programs? This Week's Challenge: Patient satisfaction with the healthcare experience is influencing quality ratings and value-based reimbursement levels for hospitals, physicians and other providers. We wanted to see what ROI is generated by programs to improve patient satisfaction. Click here to view a printable version of the chart.

What We Learned: The May 2011 Benchmarks in Patient Satisfaction e-survey by the Healthcare Intelligence Network captured efforts to improve patientsí and membersí experience and satisfaction with their care. The 146 healthcare companies who responded to the survey reported the following ROI from their patient satisfaction programs:

  • Between 1:1 and 2:1 ROI: 2.4 percent

  • Between 2:1 and 3:1 ROI: 4.9 percent

  • Between 3:1 and 4:1 ROI: 0 percent

  • 5:1 or greater ROI: 0 percent

  • Don't know: 48.8 percent

  • Too early to tell: 39 percent

  • Other: 4.9 percent

Missed last week's chart? View Top 5 Incentive-Based Health Improvement Programs

Take this month's e-survey: Third Annual Case Management Benchmark Survey

Interested in all open surveys? Review them here.

Download new market research: Second Annual Benchmarks in Reducing Avoidable ER Visits

Read related blog post: Timeline to ICD-10 — BCBS Michigan Approach is Business-Driven

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2011 Benchmarks in Patient Satisfaction Strategies

Excerpted from 2011 Benchmarks in Patient Satisfaction Strategies: Improving the Healthcare Consumer Experience, which presents new market research on industry efforts to enhance the patient experience and levels of satisfaction with their care. This 60-page analysis, based on the responses of 146 organizations to the Healthcare Intelligence Network May 2011 survey on Improving Patient Satisfaction and the Patient Experience, presents the all-new data in more than 45 easy-to-follow graphs and tables.

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