From Andrew’s post, it is clear that patient satisfaction influences care greatly. The greatest driver of patient satisfaction is quality customer service in an organization. Higher customer service in collaboration with increased satisfaction enables health organizations to secure higher prices that expand operating margins and market share. From my observations and research, I totally concur with this post. Indeed, patient satisfaction has become an integral component of positive patient-centered outcomes. According to Naidu, (2018) , patients who feel satisfied with healthcare in a specific organization do not move from physician to physician in search of care but they tend to stick with their medical regimen as compared to dissatisfied patients.
To add on, reliability, level of care, communication, privacy and safety, responsiveness and physical environment are factors in customer service that affect the satisfaction of patients. Health organizations that can be relied on by patient any day, any minute always gives patient satisfaction. When in need of service, healthcare is always open for its patient. Another factor that contributes to patient satisfaction is friendly staff. Healthcare organizations that have friendly staff attract many patients. Friendly staff tends to handle their patient with a lot of care and this makes feel at home and freely asks these staff about their progress.
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Privacy and safety is another significant factor in any healthcare organization. Healthcare organizations that keep their patients record safe and further maintain their privacy are usually trusted by patients as compared to those who do not. As much as this post has highlighted factors that contribute to patient satisfaction, it has not discussed how some of them influence patient satisfaction. It is therefore important for the most healthcare organization to put these factors into consideration in order to improve their patient satisfaction. By so doing, I am sure that a dramatic change will be observed in their healthcare organizations.
Reference
Naidu, A. (2018). Factors affecting patient satisfaction and healthcare quality. International journal of health care quality assurance , 22 (4), 366-381.
