Nursing

Blog spotlight: Understanding the difference between patient satisfaction and patient experience

Nurse Leader Insider, June 20, 2011

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Everyone is talking about patient experience these days and the term is often used interchangeably with patient satisfaction. In fact, the two are different concepts. Here's a primer:

Patient satisfaction speaks to the quality of care. Patient satisfaction surveys are used to identify issues and spot problems as they measure what actually happened.

Patient satisfaction isn't owned by marketing or by the c-suite. It is owned by the direct caregivers and the frontline staff who interact with patients every day.

Patient satisfaction surveys are an opportunity to measure patients' perception of the quality of care they were given and the customer service they received from the organization. Patient satisfaction surveys include ones administered by companies such as Press Ganey and the national program from CMS called Hospital Consumer Assessments of Healthcare Providers and Systems (more commonly known as HCAHPS).

Read the rest of this blog post at The Leaders' Lounge.



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