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Patient/Customer Satisfaction

Patient/Customer Satisfaction

Key Concepts: Patient Satisfaction • Surveys • Healthcare

A medical center in the Southeast wanted to establish a patient-reported performance survey for its Continuous Quality Improvement (CQI) program. Saurage Research devised an evaluation form that patients were encouraged to complete within a few days of their hospital discharge.

RESULTS: The medical center’s CQI task force team consistently reviewed these quarterly performance reports and created realistic action plans for each department. The action plans were launched immediately – so problem areas could be renovated and proficient areas could be upgraded to bring an even higher level of satisfaction to patients. These changes produced significant results for the medical center: patient scores on quality of care steadily improved over the scheduled three-year data collection period.

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