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Survey gives insight to patients’ likes, dislikes

Healthcare Strategist Trend Watch, April 27, 2007

Press Ganey's 2007 Hospital Pulse Report was released on April 24, giving marketers a better idea of what items patients take into consideration when evaluating their overall hospital experience.

Highlights of the report, which surveyed more than 2.3 million patients treated in 2006, include the following:

 Patient satisfaction increased overall between 2003 and 2006
 Obstetrics and gynecology patients reported the highest level of satisfaction
 Patients are three times more likely to give positive comments about doctors and nurses than negative ones
 Patients were most critical of their surroundings, with 57% giving negative feedback about their hospital room
 Improving response to patient complaints and concerns was the top suggestion for improving hospital care

The Press Ganey report says a hospital's ability to respond to patient comments and complaints is the best indicator of how a hospital will score on the upcoming Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey. In July, hospitals will be required to participate in HCAHPS to receive full reimbursement from the Centers for Medicare & Medicaid Services. The results of the assessment-the first to be based solely on customer satisfaction-will be made public in March 2008.

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