Healthcare Performance Benchmarks
Healthcare Performance Benchmarks
October 19, 2011Vol. I. No. 41

Who's Responsible for
Improving Patient Satisfaction?

Who's Responsible for Improving Patient Satisfaction? This Week's Challenge: Patient satisfaction with the healthcare experience is influencing quality ratings and value-based reimbursement levels. We wanted to see who has primary responsibility for efforts 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 the details of how organizations are working to improve patientsí and membersí experience and satisfaction with their care.

Responses provided by 146 healthcare organizations indicate that quality of care is the most important aspect of the care delivery experience and that communication is the one area of the patient experience that needs the most improvement. According to respondents, healthcare professionals principally responsible for improving the patient's care experience are:

  • Other: 39 percent

  • Physician: 36 percent

  • Case manager: 19 percent

  • Nurse practitioner: 6 percent

For additional research data and insights on this topic:

Download the executive summary of 2011 Benchmarks in Patient Satisfaction Strategies: Improving the Healthcare Consumer Experience.

Missed last week's chart? View Top 5 Success Metrics for ACOs.

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Take this month's e-survey: Reducing Avoidable ER Visits in 2011

Download new market research: 2011 Benchmarks in Registry Use for Quality Improvement

Read related blog post: Caring Communication Can Boost Patient Satisfaction Quotient

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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 35-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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