Medical Practices Improving Service, Consumer Satisfac...(ing of care Comfort of exam rooms...),Health

Other interesting points revealed by the report include:

• Patients kept waiting for more than 10 minutes in the exam room report an 8.9 point drop in satisfaction (100-point scale). Patients kept waiting for more than 10 minutes in the waiting room report an 8.2 point drop in satisfaction (100-point scale).
• Oncology practices have the highest level of patient satisfaction with scheduling office visits, followed by cardiovascular practices and general surgery practices.
• Medical practices with 3 to 8 physicians have the highest level of patient satisfaction, while practices with more than 9 physicians have the lowest.
• Among provider types, therapists have the highest patient satisfaction and the lowest average wait time. Residents have the lowest patient satisfaction, coupled with the highest average wait time.

From scheduling an appointment to clinician empathy, a patient's perception of all aspects of the medical practice visit can greatly impact the patient's satisfaction, their likelihood to return, and their subsequent rating of the practice. To maintain fiscal stability, all medical practices must assess these aspects and take the necessary steps to improve the patient experience.

The 2009 Medical Practice Pulse Report: Patient Perspectives on American Health Care is available at http://www.pressganey.com/galleries/default-file/2009_Med_Practice_PulseReport.pdf. Commentary from Ms. Cone-Swartz is available upon request.

Press Ganey Associates, Inc.

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