Outpatient Service Facilities Face Increasing Competition - Patient Perceptions More Important... (Day of treatment -- Patients report lowe...)

Outpatient Service Facilities Face Increasing Competition - Patient Perceptions More Important Than Ever

Date:12/1/2008

Day of treatment -- Patients report lower overall satisfaction when they are treated on a Saturday

In addition, this report provides several solutions for improving the patient experience.

    -- Establish "service standards" to guide staff interaction with patients
    -- Equip the employees at the registration desk with the tools needed to
       provide timely, accurate information, including early notification of
       potential delays and typical turnaround time for test results
    -- Prepare staff with established responses to common patient questions
    -- Have registration employees perform quick rounds in the waiting room to
       make sure all patients have been registered

The 2008 Outpatient Pulse Report: Patient Perspectives on American Health Care is available at www.pressganey.com/galleries/default-file/2008_Outpatient_Pulse_Report.pdf. Commentary from Dr. Mylod is available upon request.

Press Ganey Associates, Inc.

For more than 20 years, Press Ganey has been committed to providing insight that allows health care organizations to improve the quality of care they provide while improving their bottom-line results. The company offers the largest comparative customer feedback databases, actionable data, solution resources, and unparalleled consulting and customer service. Press Ganey currently partners with more than 7,000 health care facilities -- including over 40% of U.S. hospitals -- to measure and improve the quality of their care.

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