Confusing terminology: Understanding the difference between patient satisfaction and patient experience
Everyone is talking about patient experience these days and the term is often used interchangeably with patient satisfaction. In fact, the two are different concepts. Here’s a primer:
Patient satisfaction
Patient satisfaction speaks to the quality of care. Patient satisfaction surveys are used to identify issues and spot problems as they measure what actually happened.
Patient satisfaction isn’t owned by marketing or by the c-suite. It is owned by the direct caregivers and the frontline staff who interact with patients every day.
Patient satisfaction surveys are an opportunity to measure patients’ perception of the quality of care they were given and the customer service they received from the organization. Patient satisfaction surveys include ones administered by companies such as Press Ganey and the national program from CMS called Hospital Consumer Assessments of Healthcare Providers and Systems (more commonly known as HCAHPS).
Patient experience
Patient experience is related to patient satisfaction, but experience is more of a nebulous concept. Patient experience is about the interaction between caregivers and the hospital as a whole with patients and their families. Patient experience involves the environment, interactions with staff, perception, and feelings.
Hospitals want to ensure the overall experience for patients at your hospital is a positive one and that patient experience differs from patient to patient. Hospitals must orchestrate a patient experience that is customized to each patient and his or her needs.
About the Author: Rebecca is a senior managing editor at HCPro, Inc., where she edits books, writes newsletters, and develops new product ideas within the nursing market. Rebecca graduated from the University of Manchester in England and also attended the University of North Carolina at Chapel Hill.
Debbie Hines | Jun 16, 2011 | Reply
Looking for nurse managers of neuro stepdown units. I am writing a proposal to start a 7 bed unit. Looking for ideas and/or suggestions related to staffing patterns, FTE, budget and equipment. Thanks
frances hodgkins | Jun 16, 2011 | Reply
yes, patient satisfaction is owned by the direct caregivers, however, because the measures of such is owned by the c-suite and the data is then given in charts and graphs, the end result is often passed over by the ones who can make a difference.
This is not to say that the direct caregivers do not care about the results. To them it is just “another thing” coming out of the office.
On the other hand, the focus on the patient experience encompasses the whole institution and melds the experiences of the caregiver with the patients to increase a positive change. It’s an idea that is not “you” driven, but “we” driven.
Dave | Jan 2, 2012 | Reply
Everyone is talking about patient experience these days and the term is often used interchangeably with patient satisfaction. In fact, the are THREE different concepts. Patient Satisfaction, Patient Experience, and PATIENT CONTROL>