If Experience is all that matters, then make sure you get it right!
Is it possible for two individuals to receive the same level of care, but provide different satisfaction ratings?
Yes of course, it is possible for two people who receive the exact same care, but who have different expectations for how that care is supposed to be delivered, and thus can give different satisfaction ratings because of their different expectations, because satisfaction is an outcome which is driven by perception and hence it differs.
In the realm of healthcare, the terms “patient experience” and “patient satisfaction” are often used interchangeably, yet they represent distinct and significant aspects of a patient’s journey through the healthcare system. It’s a common misconception, one that can impact the very essence of the care we provide.
Patient experience embodies the intricate process of a patient’s interaction with a healthcare facility—the quality of care, the efficiency of service, and the overall journey from diagnosis to treatment. On the other hand, patient satisfaction encapsulates the perception a patient holds regarding the care they received—a product of expectations met or unmet, regardless of the actual quality of care.
In brief, patient experience is associated with a patient’s perception of care, while patient satisfaction is about the patient’s expectations for care. But now the question arises What matters the most?
Let’s get an inside view on Patient Experience & Patient Satisfaction with an Industry leader
It’s imperative to understand the vital differences that distinguish these terms, for within this understanding lies the key to enhancing the quality and effectiveness of healthcare delivery.
This unfolds an interesting cusp of discussion within the Healthcare industry as to why this distinction matters profoundly. To get a bird’s eye view UserEx Consulting collaborated with Dr. Geeta Mahadevappa, an eminent Healthcare Professional with a wealth of experience in management, consulting, and academia, to explore the critical nuances of patient experience and satisfaction in the healthcare industry. With her extensive expertise and invaluable insights, she has made significant contributions to the understanding of patient-centric approaches, shedding light on what truly matters in enhancing healthcare services.
Dr Geetha Mahadevappa
MD, Probity – A Consulting company
Healthcare & Pharma Consultant who wants to make a difference in Patient Experience
Email id – geetha.mahadevappa@gmail.com
LinkedIn profile – https://www.linkedin.com/in/geethamahadevappa
We tried to explore the evolving landscape of healthcare, with Dr Geeta, where we discussed the concepts of patient experience and patient satisfaction taking the center stage, shaping the very essence of how we perceive and interact with medical services. Drawing upon her extensive background and rich experience, spanning numerous years, this engagement was truly enlightening.
So here is a deep dive into Patient Experience and Patient Satisfaction with the Industry leader:-
In your opinion what is the difference between Patient Experience and Patient satisfaction and what are the key determining factors?
Patient experience and patient satisfaction often get mixed up, causing confusion not only among healthcare professionals but also in the general public. Patient experience is a process. The process is related to the quality of services provided by the HCO(Healthcare Organization), while patient satisfaction is an outcome, completely based on the quality expected or perceived when the patient walks into the HCO. Patient experience can be designed, developed, and modified anytime an HCO wants to if they are keen on enhancing the patient experience. Patient satisfaction doesn’t come under the ambit of the healthcare organization as it relates to the patient’s mindset.
Patient experience is significantly impacted by the communication and interactions between healthcare providers and patients. The clarity of information provided, the empathy shown by healthcare professionals, and their ability to address patient concerns directly influence the experience. Additionally, the efficiency of healthcare delivery, accessibility of services, and the overall comfort and environment within the healthcare facility play pivotal roles in shaping a positive patient experience.
In comparison to patient experience, patient satisfaction is more outcome-oriented and is influenced by whether the care received aligns with the patient’s expectations and preferences. Patient experience encompasses the entire journey, focusing on the process of care, effective communication, empathy, and overall healthcare interactions. Patient satisfaction, on the other hand, reflects how well the patient’s needs and expectations were met, often formed after the experience has concluded.
If you ask whether they are related, yes they are. But can the satisfaction be changed after the patient has gone out of the organization or the fag end of the process, yes. Sometimes when you ask patients going through the process how they feel about the services, they will promptly reply that it’s awesome. Wait till they get the bill and then ask them, they will change their narrative. Because it’s all about expectations.
Now that we know the key difference between Patient Experience and Patient Satisfaction What according to you matters the most and why?
In my opinion, both Patient Experience and Patient Satisfaction hold immense importance. Patient Experience holds more significance for the healthcare organization as it provides valuable insights into the quality of service being offered. Patients are at the heart of any healthcare organization, and understanding their experience is vital. Patient Satisfaction is equally important, especially in today’s rapidly growing healthcare landscape. Patient satisfaction on the other hand matters especially these days when we see HCOs coming faster and quicker than mushrooms.
But if we were to prioritize, Patient Experience takes the lead. It is the foundation upon which healthcare quality is built, encompassing interactions, empathy, and overall care process. Patient Satisfaction, a byproduct of experience, reflects contentment, aligning with expectations. However, prioritizing experience ensures long-term satisfaction, as a positive journey creates a lasting impact.
Moreover, a strong focus on patient experience inherently enhances patient satisfaction, making it a cornerstone for delivering exceptional healthcare services and fostering lasting relationships with patients. Ultimately, a positive experience breeds enduring satisfaction, and patient retention, which is seen as a measure of success and growth.
How do you see the trajectory of patient care in coming years considering the technological advancements affecting Patient Experience & Patient Satisfaction in turn?
The rapid advancement of technology in healthcare is set to reshape the trajectory of patient care, profoundly impacting both patient experience and satisfaction. Telemedicine, enabled by technology, will break barriers, and enhance access to healthcare professionals, providing a convenient and efficient healthcare experience. This will positively impact patient satisfaction by eliminating geographical constraints and reducing waiting times for consultations.
Artificial intelligence (AI) and data analytics will optimize diagnostics and treatment plans, leading to quicker and more accurate assessments. Patients will benefit from personalized treatments, improving their overall experience and satisfaction with the healthcare system. Additionally, wearable devices and health apps will empower patients to actively participate in managing their health, fostering a sense of control and engagement, consequently enhancing their satisfaction.
Moreover, emerging technologies like Augmented Reality (AR), Virtual Reality (VR), and gamification will revolutionize medical training and patient education. These immersive technologies will enhance understanding and engagement, translating to a more informed and involved patient, ultimately elevating their experience and satisfaction.
However, it’s crucial to strike a balance between technology and maintaining the human touch in healthcare. Preserving the patient-doctor relationship is essential for a positive patient experience. Additionally, ensuring that technology does not overwhelm or confuse patients is vital to maintain a high level of satisfaction. In summary, the integration of advanced technology in healthcare holds the potential to significantly enhance patient experience and satisfaction, but a careful and balanced approach is necessary to maximize the benefits.
Lastly, what strategies can healthcare organizations implement to ensure a seamless and patient-centric transition between different stages of the patient journey?
Certainly here are few strategies that healthcare organizations implement for a creating a seamless Patient Journey:-
Employee Respect & Engagement
First of all, fostering a culture of respect and inclusivity among healthcare staff, valuing their contributions and prioritizing their well-being and engagement. This will directly enhance patient care and satisfaction.
Improve Patient Navigation
Establish patient-friendly kiosks to assist patients and their attendants in navigating the healthcare facility, providing guidance and support in a clear and friendly manner. Enhance patient orientation and ease of access to different departments, ensuring a seamless and positive experience.
Enhanced Communication & Active Listening
Emphasize active listening and effective communication, encouraging healthcare providers to attentively understand patients’ concerns and symptoms. Train clinicians and their assistants to take detailed notes, ensuring accurate diagnoses and better patient outcomes.
Patient engagement and Education
Develop patient education programs and materials that empower individuals to actively participate in their healthcare journey. Utilize digital platforms and mobile apps to provide accessible health information, appointment reminders, and post-care instructions, promoting continuous engagement. Encourage patient feedback and involvement in decision-making to tailor care plans according to their preferences and needs, fostering a patient-centric approach.
Integrated Care coordination
Implement a robust care coordination system that seamlessly integrates various stages of a patient’s journey. Ensure clear communication and collaboration among all healthcare professionals involved in the patient’s care, both within and outside the organization.
Employ technology solutions like Electronic Health Records (EHRs) to facilitate information sharing and coordination among healthcare teams, ensuring a holistic approach to patient care.
Optimize operational efficiency
Streamline pharmacy, billing, and discharge processes to minimize waiting times and operational delays, enhancing overall patient satisfaction.
We just need to understand one thing, when the patient goes back home smiling, we know that the patient is going to come back. Simple measures we miss out on.
Key Takeaway
In a nutshell, the debate over what holds more weight, patient experience or patient satisfaction, is nuanced yet pivotal. Patient experience lays the foundation, encompassing the journey a patient undertakes through the healthcare system, focusing on quality, empathy, and efficiency. On the other hand, patient satisfaction is the outcome, a reflection of how well the healthcare system met the patient’s expectations and needs. While both are crucial, it’s the patient experience that sets the stage, shaping satisfaction.
A positive experience, laden with compassion, clear communication, and excellent care, invariably leads to high satisfaction. In essence, they are intertwined, but investing in enhancing patient experience ultimately paves the way for the pinnacle of success—an immensely satisfied patient, an enduring relationship, and a healthcare system that continuously evolves to put patients at its core.
Transform Patient Journey & enhance Patient Satisfaction for your Healthcare setup with UserEx that provides best Customer Experience strategy tailored to your needs.
