Patient Satisfaction

We are realizing continuous gains in patient perception of care provided by the physicians. For IP services, the overall system performance has experienced an upward trend for the last three quarters and continues in the first quarter of this fiscal year. For Ambulatory Surgery, performance has remained relatively flat, but it continues to remain above the 85th percentile goal. Lastly, the Emergency Department overall continues to improve each quarter and is currently at the 56th percentile. This is only slightly below the 60th percentile goal.

Many physicians ask what is the number one thing they can do to improve the perception of care. According to a study performed at a University of Kansas Hospital, the number one thing a physician can do to improve perception of care is to sit. In this study, a physician documented 120 visits, half of which he conducted sitting, and the other half, standing:

The researchers found that [the researching physician] Arnold’s standing visits lasted an average of 1 minute, 28 seconds. The patients, meanwhile, thought the appointment lasted an average of 3:44.

When Arnold sat down, the average time spent seated was just over one minute, which was actually shorter than when he stood. But the patients thought he spent more than five minutes in the room.

Overall, patients thought Arnold spent 40 percent more time in the room when he sat down.

Furthermore, when patients were asked about the interaction, “the ones who saw the seated doctor ‘expressed greater satisfaction and a better sense of understanding of their condition,’ than those who saw the standing doc.”

Therefore, just by taking a few moments to sit down, you will significantly improve your patient interaction and their overall perception of care.

Click the graphs below to view the latest patient satisfaction scores.