Recognizing Satisfaction’s Impact and Improving Patient Perceptions
Even though patient satisfaction in the ED is not directly tied to your hospital’s reimbursements, studies show that more than three-fourths of all unscheduled admissions—a major source of hospital revenue— come through the Emergency Department.1 A patient’s perspective of the Emergency Department and their inpatient experience has a direct impact on your HCAPHS scores. That means high patient satisfaction scores are not just vital to the reputation of your ED, but also to the well-being of your entire hospital.
Clinically, your Emergency Department may be hitting it out of the park. Outcomes, patient safety, resource utilization, adherence to clinical guidelines, efficiency—the data shows that your ED staff is meeting or exceeding its goals for quality clinical care. However, perception is everything and patient satisfaction scores don’t always reflect that clinical standard of excellence. Rather than make perception an enemy to be thwarted, turn it into an untapped tool to capitalize on your ED’s foundation of quality care.
In this guide, we outline nine strategies for hospital executives to drive satisfaction and improve patient perceptions of care in the ED and illustrate these principles in action with two real-life examples of successful satisfaction improvement campaigns.