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Updated: Jun 2, 2026

Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care
Published on: February 16, 2011
Why measure patient satisfaction?
Patty Riskind1, Leslie Fossey, Kari Brill
1Press Ganey Associates, Inc., 1560 Sherman Avenue, Suite 500, Evanston, IL 60201, USA. priskind@pressganey.com
Abstract:
A practice that consistently and continuously measures patient perceptions will be more efficient and effective in its daily operations. With pay-for-performance requirements on the horizon and consumer rating sites already publicizing impressions from physician encounters, a practice needs to know how it is performing through the eyes of the patients. Azalea Orthopedics has used patient feedback to coach its physicians on better patient communication. The Orthopaedic Institute has used patient satisfaction results to reduce wait times and measure the return on investment from its marketing efforts. Patient survey results that are put to work can enhance the efficiency and effectiveness of practice operations as well as position the practice for increased profitability.
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