What are the best ways to communicate patient satisfaction scores to physicians?
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Patient satisfaction scores are a key indicator of the quality of care and service that physicians provide. They can also affect the reputation, revenue, and performance of a practice or hospital. However, communicating these scores to physicians can be challenging, especially if they are not positive or consistent. How can you share patient satisfaction scores with physicians in a way that motivates them to improve, rather than demoralizes or frustrates them? Here are some communication strategies and best practices that can help you achieve this goal.
Before you present the patient satisfaction scores to physicians, make sure they understand why they are important and how they are measured. Explain the purpose and value of collecting and analyzing patient feedback, such as improving patient outcomes, loyalty, and referrals, as well as meeting regulatory and accreditation standards. Also, clarify how the scores are calculated, what sources and methods are used, and what benchmarks and goals are set. This can help physicians appreciate the relevance and validity of the scores, and avoid dismissing them as irrelevant or biased.
When you communicate patient satisfaction scores to physicians, use data visualization and storytelling techniques to make the information more engaging and memorable. For example, you can use charts, graphs, or dashboards to show trends, patterns, or comparisons of the scores over time, across departments, or against competitors. You can also use stories, anecdotes, or quotes from patients to illustrate the impact of the scores on their experiences, expectations, or emotions. These techniques can help physicians see the big picture and the human side of the scores, and spark their curiosity and empathy.
When you communicate patient satisfaction scores to physicians, provide constructive feedback and recognition. Avoid focusing only on the negative or positive aspects of the scores, but rather highlight the strengths and areas for improvement. For example, you can praise the physicians for achieving high scores on certain domains, such as communication, empathy, or professionalism, and suggest ways to improve on other domains, such as timeliness, accessibility, or coordination. You can also acknowledge the challenges or barriers that physicians face in delivering high-quality care and service, and offer support or resources to help them overcome them. This can help physicians feel valued and respected, and encourage them to learn and grow.
When you communicate patient satisfaction scores to physicians, encourage collaboration and peer learning. Instead of presenting the scores as a top-down directive or a one-way lecture, invite the physicians to participate in a dialogue or a discussion. For example, you can ask the physicians to share their insights, opinions, or questions about the scores, and listen to their feedback and concerns. You can also facilitate peer learning by creating opportunities for physicians to learn from each other, such as sharing best practices, tips, or examples of how they improved their scores or addressed patient issues. This can help physicians feel involved and empowered, and foster a culture of continuous improvement.
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Yatin Patil, MD, FACP
Venture Capitalist at the Intersection of Healthcare & Innovation | Empowering Startups & Transforming Patient Care
Absolutely the best way to go about this! We all have strengths and weaknesses, and we can learn from each other. Having an open conversation with your group/colleagues and sharing things you do really well and learning from the successes of your colleagues is a great way to not only collectively improve as a group, but also helps build camaraderie. At the same time, sharing personal stories/anecdotes about how certain things directly affected a patient or a family member can also help develop a shared sense of purpose and drive adoption of the techniques/ideas shared.
When you communicate patient satisfaction scores to physicians, set realistic and achievable goals and action plans. Avoid setting unrealistic or vague expectations or targets for the physicians, but rather work with them to define specific, measurable, attainable, relevant, and time-bound (SMART) goals and action plans. For example, you can help the physicians identify the key drivers or factors that affect their scores, and prioritize the most impactful or feasible actions to take. You can also monitor and track the progress and results of the action plans, and provide regular feedback and updates to the physicians. This can help physicians feel motivated and accountable, and measure their success and improvement.
When you communicate patient satisfaction scores to physicians, celebrate and reward achievements and improvements. Avoid taking the scores for granted or ignoring the efforts or contributions of the physicians, but rather recognize and appreciate their achievements and improvements. For example, you can celebrate and reward the physicians who achieved or exceeded their goals, or who made significant or consistent improvements in their scores. You can also share and showcase the positive feedback or testimonials from patients who expressed their satisfaction or gratitude to the physicians. This can help physicians feel proud and inspired, and reinforce their commitment and engagement.
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Jeff Price
Researcher. Leader of Transformation Programs. Speaker. Executive Consultant.
The right way to engage providers about survey results is in a follow-up conversation to this which began long before surveys were conducted. The process should be a partnership with providers.
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