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Home > Coaching
2011 Benchmarks in Patient Satisfaction Strategies: Improving the Healthcare Consumer Experience
2011 Benchmarks in Patient Satisfaction Strategies: Improving the Healthcare Consumer Experience
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Like the convenience of an instant PDF download, but still want a hard copy of this book? Order both versions and save 35 percent!

Fueled by healthcare reform and a consumer-driven environment, patient satisfaction with healthcare delivery is driving quality ratings and value-based reimbursement for hospitals, physicians and other healthcare providers.

2011 Benchmarks in Patient Satisfaction Strategies: Improving the Healthcare Consumer Experience presents new market research on industry efforts to enhance the patient experience and levels of satisfaction with their care.

Even the NCQA is putting a premium on patient satisfaction: beginning in April 2012, NCQA medical homes will earn distinction by submitting results of the Consumer Assessment of Healthcare Providers and Systems (CAHPS) PCMH Survey to NCQA twice a year.

This 60-page analysis, based on the responses of 146 organizations to the Healthcare Intelligence Network May 2011 survey on Improving Patient Satisfaction and the Patient Experience, presents the all-new data in more than 45 easy-to-follow graphs and tables.

This research also drills down to provide sector-specific efforts in patient satisfaction improvement from hospitals and other healthcare providers.

Download the executive summary of 2011 Benchmarks in Patient Satisfaction Strategies.

HIN's market research found that most respondents are dissatisfied with their patient satisfaction scores recorded on the CMS Hospital Compare site and are launching numerous programs to enhance these ratings.

This resource documents the efforts of 146 companies in patient satisfaction improvement, providing actionable trends and metrics on the following areas:

  • Percentage of organizations with programs to improve patient satisfaction;
  • Percentage of organizations with plans to launch a program to improve patient satisfaction in the next 12 months;
  • Targeted care delivery areas for improvement;
  • Areas of care delivery most in need of improvement;
  • Changes made to improve patient and member satisfaction;
  • Staff member with primary responsibility for improving the patient experience;
  • Prevalence of patient satisfaction surveys;
  • Key targets of satisfaction surveys;
  • Points of care, formats and models for administration of satisfaction surveys;
  • Leveraging results from satisfaction surveys;
  • Impact of efforts to improve patient satisfaction;
and much more, including challenges, staff training and future plans related to efforts to enhance the healthcare experience.

Publication Date: October 2011
Number of Pages: 60
ISBN 10: 1-937229-25-4 (Print version); 1-937229-26-2 (PDF version)
ISBN 13: 978-1-937229-25-2 (Print version); 978-1-937229-26-9 (PDF version)
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