Patient satisfaction surveys

1. The Role of Patient Satisfaction Surveys in an Evolving Healthcare Landscape

2. Transition from fee-for-Service to Value-based Model • Transition from a fee-for-service payment model • a hospital is reimbursed a certain amount for every procedure and test performed • To a value-based model • Base reimbursements on the quality of care being delivered • Aims to fix many of the inefficiencies and high costs that plague the US healthcare system while weeding out doctors and treatments that do not deliver positive outcomes in a cost-effective way • Grants patients an active role in making their healthcare decisions • Allows the patient to play a key role in this assessment of the overall quality of care at a healthcare center

3. Patient-Satisfaction Surveys: Are they Helpful? • Patient-satisfaction surveys collect patient reported data aimed at quality improvement • Many physicians once heavily criticized the notion that payment should be based on the subjective answers of patients with no formal medical training • Extensive research has shown that when patient satisfaction surveys are standardized, properly administered, and expressly directed at factors that affect clinical care and outcomes, they can not only provide valid criteria for reimbursements but also supply crucial data to institutions for improving treatments, staff performance, and the frequency of positive outcomes

4. The Importance of Patient-Satisfaction Surveys • “When designed and administered appropriately, patient-experience surveys provide robust measures of quality” • Legitimate tools for a hospital or anesthesia management group to use when determining policy, or for federal agencies when determining reimbursements • Specifically, research has found that focusing on a single visit with standardized questions, looking at all patient-provider interactions, and speaking to the patient no more than six weeks after discharge, has produced reliable patient-reported data that focuses on the clinical aspect of care and minimizes any source of subjectivity

5. In conclusion • Surveys can tell much more than just the quality of care and instead can examine the relationship between satisfaction and outcomes • After using empirical data to perform risk-adjustment, patient satisfaction has been proven to be correlated with patients complying with treatment, having less readmissions, and overall resulting in better outcomes. • When a patient is highly dissatisfied with the care that they received, they are less likely to follow discharge orders, complications are more likely, and malpractice rates are higher • Important that employers such as anesthesia management groups hire CRNAs and anesthesiologists who recognize the importance of patient satisfaction in anesthesia services and prioritize the patient experience through maintaining excellent interpersonal communication and listening to the patient’s values and opinions throughout their stay

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