News

CONTACT INFORMATION:

Patricia Donovan
Voice: 732.449.4468
Fax: 732.449.4463
E-mail: pdonovan@hin.com
Web site: www.hin.com

New Market Research Documents Dissatisfaction
with Patient Satisfaction Scores

Almost 85 percent of healthcare organizations are not satisfied with their patient satisfaction scores on the CMS Hospital Compare site, according to new market research from the Healthcare Intelligence Network.

July 26, 2011

SEA GIRT, NJ, USA — Although 81 percent of responding organizations have programs to improve satisfaction levels of patients and members, almost 85 percent are still not satisfied with their patient satisfaction scores, according to HIN's Improving Patient Experience & Satisfaction e-survey conducted in May 2011.

Nearly 36 percent of respondents said the physician has primary responsibility for efforts to improve patient/member satisfaction. Other respondents said the responsibility belonged to the director of patient relations, administrators or the nursing staff.

According to 80 percent of respondents, quality of care is the most important aspect of the care delivery experience, followed by communication (58 percent) and access/wait times (42 percent). This survey also provides new metrics on the areas of patient/member experience that need improvement. More results from the survey are available in Improving Patient Experience and Satisfaction: Still Room for Improvement, a complimentary downloadable HIN white paper.

Download this white paper on improving patient experience and satisfaction.

NEWS FACTS:

HIN’s white paper, Improving Patient Experience and Satisfaction: Still Room for Improvement, summarizes May 2011 responses from 146 health plans, hospitals, physician practices and others on:

• Percentage of organizations with existing programs and plans to implement programs to improve satisfaction levels;
  
  
• Effective programs being utilized to enhance the patient experience;
  
  
• Topics covered in patient satisfaction surveys administered by organizations;
  
  
• Greatest challenges to implementing programs;
  
  
• Metrics affected by efforts to improve satisfaction;
  
  
• Progam results and ROI;
  
  And much more.
  
  

Download this white paper on improving patient experience and satisfaction.

QUOTE ATTRIBUTABLE TO MELANIE MATTHEWS, HIN EXECUTIVE VP AND COO:

Click here for Melanie Matthews's profile.

"The majority of respondents indicated that quality of care is the most important aspect of the care delivery service. To aid organizations with achieving better satisfaction and ultimately ROI and reimbursement, these survey results detail how organizations are working to improve patients’ and members’ experience and satisfaction with their care."

Please contact Patricia Donovan to arrange an interview or to obtain additional quotes.

About the Healthcare Intelligence Network — HIN is the premier advisory service for executives seeking high-quality strategic information on the business of healthcare. For more information, contact the Healthcare Intelligence Network, PO Box 1442, Wall Township, NJ 07719-1442, (888) 446-3530, fax (732) 449-4463, e-mail info@hin.com, or visit http://www.hin.com.

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