Primary care physicians (PCPs) want healthy, happy patients. And patient satisfaction in healthcare can affect a person's emotional state — ask any patient how happy they are if the receptionist in their doctor's office treats them badly. Ask how their day is after waiting two hours past their appointment time in your waiting room. Worst of all, consider how they feel after a misdiagnosis.
The good news? Read on to find out how you can fill your practice with satisfied and loyal patients.
Chapter 1: Why improving patient satisfaction matters
In this chapter, we explore how improving patient satisfaction is good for patients and doctors alike — from helping to improve patient outcomes to predicting the financial health of a practice. We talk with Dr. Allison B. Barbin, a primary care practitioner who's been in practicing internal medicine for 20 years, and Dr. Art Papier, an associate professor of dermatology and medicinal informatics at the University of Rochester, about their experiences with patient satisfaction.
Chapter 2: Patient trust means patient loyalty
In this chapter, we offer several best practices to help build patient trust, from active listening and practicing empathy to involving the patient in your treatment plan. Dr. Barbin and Dr. Papier offer their own insights and examples of how they live by these best practices.
Chapter 3: How to measure patient satisfaction
In this chapter, we offer guidance on how to first quantify patient satisfaction before working on improving it. Best practices for measuring patient satisfaction include collecting feedback via surveys and monitoring online reviews.
Chapter 4: How to stay on top of your online reputation
In this chapter, we introduce key ways to help you manage your online reputation — after all, 84% of consumers look at review sites, so you'll want to be sure your online presence shines.
Chapter 5: Value-based care is good for patient satisfaction
In this chapter, we explore how value-based care leads to a higher quality of care and improved outcomes, which in turn satisfy the patient. Dr. Papier discusses the drawbacks of fee-for-service and how quickly getting a patient's diagnosis right is important to improving patient satisfaction.
Chapter 6: Implement a patient satisfaction action plan
In this chapter, we provide the building blocks for creating your own patient satisfaction action plan in four easy steps.
Chapter 7: Make patient satisfaction a priority
In our final chapter, we summarize key points of this ebook and offer closing remarks on how these best practices can have impact beyond just improving patient satisfaction, potentially boosting not only your bottom line, but morale for you and your staff as well.
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