Let’s take a step back to understand how satisfaction affects providers. The purpose of satisfying a patient is to create loyalty and keep them in the system. Because if they leave, so goes that revenue stream. In addition, if a provider improves the health status of a patient, or a population of patients, the cost of care goes down.
Patient satisfaction is really the table stakes of healthcare now.
Getting back to your question, nobody can universally define a “quality” experience. It’s not a one size fits all. The process should begin by understanding the expectations of your patients. And, the best approach to that is to segment them into groups.
For instance, we know that demographics, education level and health status all play a role in patient needs and expectations. When providers understand the needs and expectations of a segment they can offer a more customized care experience for their patients.
We’re beginning to see some providers use segmentation data to deliver a better experience, but it needs to be more pervasive.