Patients Provide Recommendations for Improving Patient Satisfaction

Abstract

National Committee for Quality Assurance recommends patient-centered medical homes incorporate input from patient populations; however, many health care organizations do not. This qualitative study used two open-ended questions from 148 active duty Army Soldiers and their family members to illicit recommendations for primary care providers and clinic leadership that would improve their health care experiences. Content analysis and descriptive statistics were used to analyze responses. Participant responses were related to four major themes: Access to Care, Interpersonal Interaction, Satisfaction of Care, and Quality of Care. Participants were overall satisfied with their care; however, spending less time waiting for appointments and to see the provider or specialist were the most frequently requested improvements related to Access to Care. For Interpersonal Interaction, 82% of the responses recommended that providers be more attentive listeners, courteous, patient, caring, and respectful. Decreasing wait times and improving interpersonal skills would improve health care experiences and patient satisfaction.

Operational efficiency and patient‐centered health care: A view from online physician reviews

“…Other studies found that reduced time spent with a physician combined with increased waiting time coincided with notable drops in patient satisfaction (Camacho, Anderson, Safrit, Jones, & Hoffmann, ). More recently, several studies have highlighted the increasingly important roles of spending more time, not feeling rushed, and offering genuine care—that is, displays of concern and care characteristic of interpersonal quality—and that waiting time was not as important (Long et al, ; Merlino, ; Moore, Hamilton, Krusel, Moore, & Pierre‐Louis, ). Putting patients first through improved interpersonal quality of care was also echoed as the most important driver for improving patient satisfaction, even by the President and Chief Transformation Officer of Press Ganey (Merlino & Raman, ).…”

The P4 Health Spectrum – A Predictive, Preventive, Personalized and Participatory Continuum for Promoting Healthspan

“…But with chronic diseases now being the primary health crisis, a new approach is needed that involves the individual receiving care, and his/her family, as primary stakeholders. 20,32,115,127 The individual ultimately has to be part of the preventive and predictive approach in order to be successful. 62 Involving the individual in personalized treatment and preventive interventions and improved data collection through self-tracking will be important factors.…”

Improving access to otolaryngology–head and neck surgery expert advice through eConsultations

“…13 Multiple previous national polls have identified lengthy waits as the most commonly identified serious problem facing the Canadian health care system, with one recent survey finding that 94% of Canadians are either concerned or somewhat concerned about wait times to see a specialist. 14,15 Furthermore, previous studies have shown waiting time to be a significant contributor to patient satisfaction, 16 and a 2014 poll found that 47% of Canadians were dissatisfied with wait times. 15 In our study, the use of eConsult prevented an unnecessary referral in 48.7% of cases where the PCP had initially planned a formal consultation.…”