Tips for Hospitalists to Understand, Promote Patient Satisfaction

Additionally, higher patient satisfaction is associated with decreased readmission rates. An analysis of more than 2,500 hospitals demonstrated a statistically significant correlation between lower 30-day risk-standardized readmission rates, higher patient satisfaction with discharge planning, and higher overall patient satisfaction with care.⁷

Furthermore, high quality physician-patient communication has been linked to improved health outcomes. A meta-analysis of 21 separate studies evaluating the effect of communication on health outcomes demonstrated a direct positive correlation with five outcome measures—emotional health, symptom resolution, functional status, physiologic measures (blood pressure and glycemic control), and pain control.⁸

Finally, higher patient satisfaction and improved physician-patient communication are inversely correlated with medical malpractice risk.^9,10

Current data regarding the effect of patient satisfaction on mortality and healthcare utilization/expenditures are conflicting. Jaipaul and Rosenthal found that higher patient satisfaction was associated with decreased mortality.¹¹ Conversely, Fenton and colleagues found an association between high patient satisfaction and both increased mortality and higher healthcare utilization/costs.¹² More long-term data will be helpful in clarifying this question.

For hospitalists, the importance of patient satisfaction might reach beyond its clinical impact. Both new residency graduates and more seasoned hospitalists will find that their personal HCAHPS scores can either be highlighted as a strength or work to their detriment when they apply for new positions. Many physicians find that they are asked about their patient satisfaction scores during job interviews. Being knowledgeable about both the patient experience and whether your patients perceive you positively can be an asset.

What Influences Patient Satisfaction, and How Do We Promote It?

Studies show that excellent medical care and strong interpersonal qualities are equally important influences on patients’ satisfaction with physicians.^2,3 Having a high quality interaction with their doctor—during which patients feel that they are valued and listened to, that their opinions are taken into consideration, and that they have received a clear explanation—is more important to patients than having a lengthy visit with their provider.¹³

Consequently, interventions that focus on improving the humanistic aspects of our care and enhancing the quality of our communication will be the most effective strategies for improving patient satisfaction. Remembering to practice empathy for our patients in the midst of our very busy and stressful workdays is an excellent start. We can also utilize the following proven practices for enhancing physician-patient communication:

• Sit down at the bedside;
• Use patient-centered communication techniques, such as asking open-ended questions, using the teach-back method and shared decision-making, and avoiding jargon;
• Clearly outline the plan for the day and explain how it fits into the overall goal of the hospitalization;
• Invite questions; and
• Utilize patient whiteboards.

In addition, demonstrating to patients that we collaborate and effectively communicate with the rest of the healthcare team can also enhance their experience.

Final Thoughts

Ultimately, patient satisfaction should not be regarded as an extraneous amenity for our patients or as a necessary evil to placate hospital administrators. Instead, improving our patients’ hospital experience can help improve their overall care and health.

Strong physician-patient partnerships and high patient satisfaction increase continuity of care and adherence to treatment, while also resulting in better health outcomes and decreased hospital readmission rates. Furthermore, if hospitalists emphasize a positive patient experience by fostering effective communication and positive relationships, they can also decrease their malpractice risk.

We must therefore find ways to foster patient satisfaction while maintaining safe, effective, quality-driven patient care. Emphasizing humanism and communication, while providing safe and high quality care, is the optimal way to promote patient satisfaction. In this way, we can improve not only the patient experience but also health outcomes.