How Is the Patient Experience Different From Patient Satisfaction?

medical billing infographics

What is Patience Experience? Here is the answer – Patient Experience is not standardized in any way. Here is what it means: Patient experience refers to the interactions with patients within the healthcare system in a wide range, including everything needed from healthcare plans to physician and expert doctors, nursing facilities, and other medical staff, as well as other facilities in transportation, billing, staff in hospitals and services apart from treatment.

When seeking and receiving care, patients place a high value on several characteristics of health care delivery. These include getting timely appointments, having simple access to information, fast delivery of medical tests, and effective communication with medical professionals.

Image Source- unsplash.com/s/photos/patient

Now, what is Patience Satisfaction?

According to an AHRQ.gov report, Patient expectations for their care interaction are crucial to measuring patient satisfaction. In other words, patient satisfaction is a purely arbitrary medical indicator. Due to their distinct subjective expectations, two patients may receive the same medical treatment yet still express varying degrees of pleasure.

Patients are satisfied with their care when their expectations are realized based on prior incidents, narratives, staff engagement, services, social cues, and many other things.

Satisfaction is the utmost level of a patient’s wellness while treating his disease or injury.

Patient Experience vs. Patient Satisfaction

The significant difference between these two practices is the following:

  1. After the global pandemic, many doctors have shifted to online consulting with patients, especially general physicians, which has increased and decreased patient satisfaction levels. It can be understood with an example where one person who lives far away from the hospital or in a different city but wants to consult the desired doctor could quickly consult, or people who are advised to consult or to suffer from typical diseases routinely will have increased satisfaction of level to consult a doctor within their comfort zone.
  2. Another thing would be a patient suffering from an internal disease with discomfort inside the body would. Consulting a doctor online would get less satisfaction as he will think of meeting in person and expecting the doctor to check physically with different techniques or prescribing some test for deeply investigating health performance.
  3. If objective quality metrics were previously reached, using patient experience survey software to perform experience surveys may help better understand the situation.
  4. Patient satisfaction slants toward the more commercial component of healthcare by concentrating on how more patients might be encouraged to engage with the service being delivered.
  5. The patient experience, on the other hand, places more of an emphasis on the compassionate side of healthcare, including perks that take into account things like accessibility and affordability of treatments.
  6. According to the doximity.com report, The happiest individuals spent the most on healthcare (9% more), were more likely to be admitted, and were most likely to die (12.6% more), according to a study published by JAMA in February 2013 and used data from 52K adults.
  7. Patient experience is a specialized metric that is unique to every patient. In order for people to provide anonymous feedback, it also includes giving them access to patient feedback software. This can aid in paying attention to and comprehending the specific type of care a patient is seeking.

Patient Experience Measurement using CAHPS Survey

Although there are many ways to acquire data on patient experience, CAHPS surveys have emerged as crucial tools for organizations looking to evaluate how patient-centered their treatment is and find areas for improvement.

Past components experiences of patients held with them are asked to report which are significant and best for them. Sometimes, the single source of information is CAHPS surveys instead of being asked how happy they were with their care generally.

Improving Patient Satisfaction

1. Easy Appointment Booking and Navigation

Making the appointment booking procedure simple can significantly increase patient satisfaction. Remember that a procedure you take for granted could frighten and perplex them, as well as provide proper instruction for check-ups or surgery so that patients should be prepared for that in both aspects. For example, telling patients to come on empty stomachs and another aspect providing proper signs, symbols, and indications in the hospital so that patients would not be roaming.

2. Shorter Wait Time as well as Better Waiting Areas

The front desk staff should not only greet your patient when they arrive on time for their appointment but also assist them in checking inefficiently. They should be advised of the anticipated wait time and shown where to wait. Make waiting places feel quiet, at ease, and welcoming. The reasoning is straightforward: if patients are happy with the environment in which they are awaiting treatment, they will be more likely to be happy with their experience overall.

3. Positive Interaction with Staff and Doctors

The effectiveness of a patient’s interactions with staff and medical professionals is one of the most significant variables affecting patient happiness. Designing work processes as efficiently as possible is one way to achieve this goal and reduce unneeded work-related stress by revealing which actions result in a happy patient experience.

4. Straightforward Medical Instructions

A complicated billing process can make patients unhappy, even if they received good care and liked their visit. They may become frustrated if they receive late invoices, come with unexpected billing fees, contain errors, or are difficult for them to pay. Unanswered questions about a bill may reduce the likelihood that they will pay it.

To avoid these curbs, educate your staff for handling billing queries, simplify the billing process and focus on transparency other than hidden charges. Using medical billing infographics is one such way of streamlining the process.

5. Track Your Progress and Health Database

The best way to monitor patient happiness is using patient satisfaction surveys, which will assess how well they interact with medical professionals and hospital employees. The staff will perform superbly and address every problem. Apart from that, hospitals should create a system to store all previous medical records, reports, tests, and billing amounts of all patients in their database to avoid patients carrying large files and reports.

FAQs

Q: Why is providing a happy patient experience so crucial?

Ans: Although it’s good to have happy customers, research has shown that happy patients can also have significant therapeutic and financial benefits. Here are a few illustrations:

  1. Morality: According to research, positive patient experiences have been linked to lower mortality among patients with cardiovascular illnesses.
  2. Cost: Evidence shows that good patient experiences result in healthcare organizations spending less on average.
  3. Quality of Life: According to research, patients with diabetes who have excellent patient experiences are better able to control their condition and live healthier lives.
  4. Compliance: Positive patient experiences and therapy compliance in patients with chronic illnesses have been shown to correlate.

Q: What are the advantages of enhancing patient experience?

Ans: Improved Relationship with Illness

Positive patient experiences, especially for patients with poor prognoses, can improve quality of life by enabling them to concentrate on supportive or palliative care rather than unpleasant interactions with their healthcare provider.

Q: How might the results for patients enhance?

Ans: Take into account these seven crucial steps for enhancing patient outcomes:

  1. Enhance patient safety and reduce medical problems.
  2. Telemedicine services and other technology should be provided.
  3. Manage chronic conditions.
  4. Make that the discharge process is consistent.
  5. Inform patients about their health through communication.
  6. Analysis of data

Q: What is Patient Engagement?

Ans: Patient Engagement is termed as freely interacting with healthcare providers by a patient. If patient satisfaction is about meeting expectations, then patient experience is the culmination of all touchpoints along the continuum of care.

Seeking out and receiving the instruction to become more healthy is the willingness of a patient is referred to as patient engagement. A patient may “like” a practice’s Facebook post without having anything to do with their treatment or current health. This is a sort of patient involvement. Patient interaction can also take the form of posting a review on a doctor’s profile.

Conclusion

Patient experience vs. patient satisfaction is interrelated but different in many aspects. Improving patient experience measures would take a different approach.

The goal of the technique is not to please customers and attract them but to engage them to find a solution for people suffering from different diseases and remove psychological trauma of abnormality by satisfaction.

We know that the working conditions for nurses can have positive and negative effects on patients’ satisfaction. But every dimension working together, such as a doctor, nurse, staff, and patient, can create a better patient experience and satisfaction.

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About the Author: John Watson

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