Patient satisfaction surveys linked to better performance

Use of patient satisfaction surveys correlates directly with high performance, according to a recent report.

The Medical Group Management Association (MGMA) found that nearly 80 percent of medical practices deemed better performers implemented patient satisfaction surveys and did so with more frequency than their counterparts.

The patient satisfaction surveys conducted assessed patients’ overall experience, staff professionalism, appointment availability and quality of care, among other characteristics. More than 50 percent of better-performing practices reported using patient satisfaction surveys to evaluate and improve practice operations, and educate staff and physicians about behavior. Relatedly, 10 percent of these practices cited using surveys as part of the physician compensation formula, according to MGMA.

“Successful groups actively and regularly solicit feedback from their patients,” said Kenneth T. Hertz, principal, MGMA Health Care Consulting Group. “Patient satisfaction surveys give practices an immense amount of detail on their patients' experience, and that feedback is particularly useful as medical groups seek to improve and elevate the care they provide.”

Read the report here.