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Related Experiment Videos

Outsourcing satisfaction gives system a boost

    Healthcare Benchmarks
    |March 29, 2001
    PubMed
    Summary
    This summary is machine-generated.

    Many healthcare organizations measure patient satisfaction, but Kristin Baird, RN, MHA, found her system did not benchmark patient satisfaction scores externally, despite measuring other key indicators.

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    Area of Science:

    • Healthcare Management
    • Patient Experience Research
    • Quality Improvement in Health Systems

    Background:

    • Kristin Baird, RN, MHA, author and vice president of business development, works at Watertown Area Health Services, a small health system in Wisconsin.
    • The health system includes a hospital, five clinics, and two senior housing complexes.
    • External benchmarking for financial and quality indicators was already in practice.

    Purpose of the Study:

    • To explore the practice of patient satisfaction measurement within a specific healthcare system.
    • To highlight the gap in external benchmarking for patient satisfaction despite its importance.
    • To understand the rationale behind not including patient satisfaction in external benchmarking.

    Main Methods:

    • Qualitative exploration of current practices at Watertown Area Health Services.

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  • Analysis of existing benchmarking protocols within the organization.
  • Interviews or discussions with key personnel regarding patient satisfaction metrics.

    • Main Results:

    • Despite the author's expertise and the system's engagement in other benchmarking, patient satisfaction was not externally benchmarked.
    • The system focused on internal metrics for patient satisfaction.
    • There was an unexpected deviation from standard benchmarking practices for patient experience.

    Conclusions:

    • Healthcare organizations may not consistently apply external benchmarking to patient satisfaction metrics.
    • Internal focus on patient satisfaction may overshadow the benefits of external comparative analysis.
    • Further investigation is needed to understand the barriers and facilitators to benchmarking patient satisfaction.