Measuring patient satisfaction is an important undertaking in the healthcare sector as it provides healthcare institutions with first-hand information on the perceptions their patients have towards the services offered. It is worth acknowledging the fact that patient’s perceptions of the quality of the services offered to them in conjunction with their cost-effectiveness helps determine the competitiveness of healthcare organizations. Therefore, all the process that facilitate the measurement of patient satisfaction are essential because they help organizations improve on practice while at the same time providing an avenue for investing in matters that help enhance service delivery for the purpose of ensuring survival in the highly competitive industry.
There are various forms of measuring and tracking patient experience in different healthcare settings. One of the most applied forms is the use of surveys. A survey is a form of research that is used to collect data about the experiences patients have in regards to the healthcare services offered. The main aim of conducting surveys is to gain information and insight on the probable actions that can be considered to improve individual department within a healthcare setting or an entire in general. Surveys increase patients’ confidence in an organization as they portray the organization as determined and interest in delivering quality services. Secondly, healthcare surveys are designed based on the aspects of brevity, clarity and consistency making the process worthwhile ( Junewicz & Youngner, 2015 ). The data collected from surveys is analyzed and the key issues that are causing dissatisfaction as identified by patients are highlighted for action.
Delegate your assignment to our experts and they will do the rest.
The second form of measuring patient experience is through the analysis of patient stories. The stories can be collected through writing or videotaping whereby they are used to inform decision making in board meetings or departmental meetings. It is worth acknowledging that storytelling is an effective method of learning and improvement and therefore engaging patients directly and taking note of their care journey is imperious. Another method of tracking patient stories is through creating online platforms for patients to provide reviews of the services offered.
In conclusion, the healthcare system perspective’s contribution to the quality of services offered requires the analysis of the views of those who are directly or indirectly involved in the process. The use of surveys and patient stories methods in measuring patient experience provides information and insights that help healthcare organizations improve. Personally, I have severally participated in healthcare surveys in hospital settings after receiving basic care and I felt my contribution helped the institution improve on service delivery.
Reference
Junewicz, A., & Youngner, S. J. (2015). Patient ‐ Satisfaction Surveys on a Scale of 0 to 10: Improving Health Care, or Leading It Astray?. Hastings Center Report , 45 (3), 43- 51.
