Hospital Satisfaction - Using Satisfaction Management
It has been widely demonstrated that small increases in patient satisfaction contribute to substantial economic benefits for hospitals around the country. The hospital of choice in any geographic area is generally boasts the highest levels of satisfaction and consequently enjoys a stronger and more stable financial position.
Patient satisfaction management techniques based on Gustometria technology and methodology are especially appropriate for implementation in hospital environments. Until now, the ability to collect, process and analyze patient perception data has been costly, difficult and slow. However, thanks to Gustometria hospitals can now collect substantial amounts of data and analyze it in real time.
In order to achieve significant results, we recommend an implementation strategy based on three specific survey types:
1. Patient and family member surveys
2. Periodic physician and clinician surveys
3. Periodic surveys for non medical staff employees
The combined results from these three critical data sources enable the hospital administration to develop strategic roadmaps related to the implementation of detailed improvement plans.
Patient and Family Member Surveys
Obviously the most important feedback comes directly from patients and their families. This data should cover all aspects of the relationship with the hospital from admissions to discharge. By establishing defined touch points and specific surveys designed to measure their effectiveness, the hospital will first identify problem areas and ultimately enjoy the ability to test corrective measures.
Special emphasis is placed on areas which most affect the patient’s perception of the hospital experience; Does the staff keep the patient well informed about the evolution of his case? Are they responsive to changes and petitions for assistance? Are basic functions like housekeeping standards and food preparation working properly?
Periodic Physician Surveys
One of several contributors to staff morale is overall patient satisfaction. Gustometria empowers hospital administration with the ability to make multiple course corrections and measure corresponding results in real time. Challenges which affect the physician’s ability to work comfortably are solved quickly and effectively through implementation of Gustometria.
Surveys are also used as an early warning system to identify possible malpractice claims and to provide direct feedback and transparency between frontline professionals and upper management. The Gustometria system is simple to use and requires very little time on behalf of the physician making it an ideal solution for promoting perpetual and consistent feedback.
Additionally, deployment of the Gustometria system to specifically measure patient and staff satisfaction communicates clearly to your stakeholders that your organization is fully committed to peak performance. The message; “Your opinion is important to us.” Results from the Gustometria system should be shared frequently by administrators and used to explain initiatives and improvement plans.
Periodic Nurse Surveys
The United States is suffering a serious shortage of qualified nurses which has led to a "buyers market" where the best and most professional candidates are openly recruited by organizations across the country. Nurses are the frontline caregivers whose capabilities and skill contributions to the organization are essential to quality care and high patient satisfaction scores.
Consequently, it is imperative that hospitals implement a proactive system for assuring that their nursing staff is happy, motivated and enjoying the best possible working environment.
Gustometria provides an easy and affordable means of providing targeted real time feedback about issues as they occur. Management can diagnose problems in early stage and implement corrective measures before challenge areas undermine staff morale.
Improving HCAHPS Scores
An obvious benefit of implementing an integrated satisfaction management program is undoubtedly an improvement in official HCAHPS scores. This government sponsored patient experience measurement system is quickly becoming a very powerful tool with serious implications for hospital profit and loss statements.
Utilization of the Gustometria system and follow through with actionable and measureable improvement plans based on Gustometria’s feedback management tools empower hospitals to insure that patients are receiving the best care possible, thus resulting in an overall increase in patient satisfaction scores.
Improving Alternative Income Streams
In these times of serious budget restrictions, hospitals all over the country are working hard to develop alternative sources of revenue into their business models, including but not limited to comprehensive retail initiatives, integrated wellness centers (medical spas and rehabilitation centers)and health product focused ecommerce stores.
Now more than ever, hospitals must assure that the patient experience is optimized at every touch point. Gustometria is an affordable and effective system for measuring and tracking the performance of these alternative revenue streams.
If you would like more information on how to rapidly implement Gustometria in your hospital call us toll free at 1-877-448-7865.
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