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Practical Strategies for Improving Patient Satisfaction

About this program

The patient experience is not the same as satisfaction. The Centers for Medicare and Medicaid Services (CMS) says patient experience surveys are sometimes mistaken for customer satisfaction surveys. Patient experience surveys should focus on how patients experience or perceive key aspects of their care, not how satisfied they were with their care. Patient surveys should help determine whether or how often a patient experienced critical aspects of health care, including communication with their doctors, understanding their medication instructions, and the coordination of their healthcare needs. They do not focus on amenities.

Every healthcare team should be focused on improving patient satisfaction scores. Attention to patient satisfaction will result in improved reimbursement, better communication with patients, and better clinical outcomes. Healthcare workers who understand how patient satisfaction affects all areas of healthcare are often the most valuable, engaged and highly satisfied employees. Patients who are satisfied with their care are more compliant with their care plans and communicate more effectively with their providers.

This webinar will help get your front desk, billing staff, clinical staff, providers, and everyone on your team in sync with what drives patient satisfaction, and how each staff member serves a role in maintaining patient loyalty and increasing patient experience.

Participants in this session will learn:

  • how and why patient satisfaction affects clinical outcomes, patient retention, and a reduction in the incidence of medical malpractice claims
  • how to interpret patient satisfaction scores and the importance of action plans to improve opportunities to engage patients in their own care
  • how to adopt a common mission to make patient satisfaction part of their daily routine
  • the use and value of CAHPS and HOS surveys
  • the importance of service recovery when a problem is identified