Both inpatient and outpatient satisfaction levels have hit a 5-year high as public reporting requirements and pay-for-performance measures have prompted hospitals to step up their customer service, says Press Ganey Associates in a new report.
Outpatient satisfaction rose steadily from January 2005 through October 2009, reaching 91.7% at the end of its trajectory. That number is based on more than 2.2 million outpatient satisfaction survey responses from 1,431 facilities in 2009, says Press Ganey.
In its analysis of the survey results, Press Ganey Consulting Group notes that many hospitals have been focusing more intently on outpatient care in response to increased competition from freestanding outpatient facilities. "Many of the hospitals in the Press Ganey database have spent time and money improving facilities," for example, by adding valet parking and patient escorts, "to better accommodate outpatients," notes the report.
Elderly men and women reported the highest satisfaction levels, while men and women in the 18-34 age range reported the lowest satisfaction levels, just over 88%. Press Ganey suggests these younger patients have greater expectations for speedy service aided by technology. "They want the ability to register online and get test results via e-mail or text."
Another major factor impacting satisfaction should come as no surprise: wait times. The longer patients had to wait, the lower they rated the helpfulness of registration desk personnel. Press Ganey recommends that facilities "set standards for acceptable wait times and be transparent" with patients about how much time they should expect to wait, giving regular updates when delays occur.
For the full Hospital Pulse Report on inpatient and outpatient satisfaction, click here.
Irene Tsikitas
