December 2, 2016 Conference


Patient Satisfaction Made Simple

Jeffrey L. Marx, Lahey Clinic (Presenter)
Speaker Session Topic
Patient satisfaction is increasingly becoming an important factor both for loyalty to a practice as well as published metrics that are disseminated to insurance companies, government agencies and the patients themselves. Patient satisfaction has been shown to influence patient loyalty, improved patient compliance and decreased medico-legal risk. However, its role in improving patient outcomes is still under scrutiny. Drivers of "likelihood to recommend practice" have been studied in various clinical departments and include: 1. Wait time 2. Amount of time care provider spent with you 3. Ease of scheduling appointment. We engaged in a study with Press Ganey to review over 100,000 patient satisfaction surveys from practices in the United States. Drivers of patient satisfaction likelihood to recommend practice will be discussed.