Healthcare consumer satisfaction concerning quality and safety initiatives is a significant and common indicator for measuring healthcare quality. Healthcare consumer satisfaction is important because it improves patient loyalty as well as patient retention. As opined by Elliott et al (2010), if health workers satisfy their customers appropriately, there are high chances that they will retain and even increase their customer base. Apart from improving patient loyalty, healthcare consumer satisfaction increases professional and personal satisfaction which eventually enhances care throughout the healthcare sector.
Additionally, healthcare consumer satisfaction minimizes the risk of malpractices that have been reported in the past years. Even though positive referrals have fuelled development in the healthcare practice, practices with reduced healthcare consumer satisfaction scores are revealed to have increased risk of being named in lawsuits. It is therefore important to leverage modern technology such as HIPAA to enhance patient engagement as well as communications in the healthcare sector. Likewise, measuring healthcare consumer satisfaction improves systems and processes based on real data by uncovering hidden trends that can streamline and improve the systems and processes and further understand how patients perceive the experience. Finally, measuring healthcare consumer satisfaction ensures that the entire staffs focus on their patients which eventually ensure that workers have consistent as well as positive interactions with every patient.
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Patient experience measurement strategy is one notable example of a valid and dependable consumer measurement strategy that a previous organization I worked for uses to determine consumer satisfaction concerning safety and quality. In this case, health workers utilize standardized questionnaires to provide realistic information about patient satisfaction as well as real-time information to assist health workers to respond to identified issues. The experience of the patient can also be utilized as a metric to improve the work of staff. By using the patient experience strategy, health workers can determine healthcare consumer satisfaction efficiently and effectively.
References
Elliott, M. N., Lehrman, W. G., Goldstein, E. H., Giordano, L. A., Beckett, M. K., Cohea, C. W., & Cleary, P. D. (2010). Hospital survey shows improvements in patient experience. Health affairs , 29 (11), 2061-2067.
