STRENGTHEN YOUR STRENGTHS Rather than focusing on your worst patient satisfaction survey scores, look at the areas that are good and focus on making them great.
FROM GOOD TO GREAT
Which Patient Satisfaction Scores Really Matter?
If you're like most surgical facility leaders, your initial reaction to patient satisfaction scores is to give the bottom 2 or 3 scores all the attention for improvement. While it's important to improve these areas, it's a mistake not to attempt to move the "good" scores to "very good" and also the "very good" scores to "excellent."
Think of any famous athlete to see this strategy pay off. Take tennis great Pete Sampras, for example. He became the best in the world not by improving his relatively weak backhand, but by refining and improving his strengths: his big serve, his attacking serve-and-volley game. The same holds true for us as ordinary individuals and for surgical facilities.
It might be your facility is already strong in your culture of service, physicians, outcomes or efficiency, but improving the good and very good performances and scores in these areas will result in great overall improvements. Review your patient satisfaction scores with the goal of developing an action plan for improving 2 or 3 of the lowest scores and also a plan to move a few of the solid scores to very good, and very good scores to excellent.
Reed Martin
Surgical Management Professionals
Sioux Falls, S.D.
rmartin@smpsd.com
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