Patient-satisfaction surveys are not just about the need for change. According to Dr. Schned, “When you get positive feedback from patients, it gives you confidence that your style and philosophy are what patients want.”
Satisfaction vs. Quality
A recent study calls into question whether an overemphasis on patient satisfaction could have unintended adverse effects. Published in the Archives of Internal Medicine, the study found that higher patient satisfaction on surveys was associated with greater inpatient use, higher overall healthcare and prescription drug expenditures, and increased mortality, compared with patients reporting low satisfaction.6
These results show that patient satisfaction may not equate to quality, Dr. King says. “Patient-satisfaction surveys are important in understanding how our patients view the process of receiving healthcare, but should not be used as surrogate marker for quality healthcare,” he concludes.
Kathleen Louden is a medical writer based in the Chicago area.
Survey Resources
- American Board of Internal Medicine: Some Practice Improvement Modules include a sample patient survey. www.abim.org/moc/earning-points/productinfo-demo-ordering.aspx
- Consumer Assessment of Healthcare Providers and Systems: Offers nationally standardized questionnaires, including one for clinicians and groups. https://www.cahps.ahrq.gov
- Health Resources and Services Administration: Has a sample of a patient satisfaction survey and information on how to estimate the cost of administering a survey. http://bphc.hrsa.gov (Search for “health center patient satisfaction survey.”)
- MGMA-American College of Medical Practice Executives: Includes tips on creating and conducting patient-satisfaction surveys. www.mgma.org (Search for “patient satisfaction survey.”)
- SurveyMonkey: This web-based survey tool has patient survey templates. Basic plan is free and allows real-time analysis of results. www.surveymonkey.com
References
- Rubin HR, Gandek B, Rogers WH, et al. Patients’ ratings of outpatient visits in different practice settings: Results from the Medical Outcomes Study. JAMA. 1993;270:835-840.
- Fullam F, Garman AN, Johnson TJ, Hedberg EC. The use of patient satisfaction surveys and alternative coding procedures to predict malpractice risk. Med Care. 2009;47:553-559.
- MGMA survey: Better-performing medical practices focus on cost management, productivity, and patient satisfaction [press release]. January 24, 2012. www.mgma.com/press/2011-MGMA-better-performing-practices-survey. Accessed March 5, 2012.
- Berry E. Sharpening your survey skills: How practices can measure patient satisfaction. American Medical News. April 18, 2011. www.ama-assn.org/amednews/2011/04/18/bisa0418.htm. Accessed March 9, 2012.
- Walpert B. Patient satisfaction surveys: How to do them right. ACP Internist. April 2000. www.acpinternist.org/archives/2000/04/surveys.htm.
- Fenton JJ, Jerant AF, Bertakis KD, Franks P. The cost of satisfaction: A national study of patient satisfaction, health care utilization, expenditures, and mortality. Arch Intern Med. 2012;172:405-411.
