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Report Confirms Consumer Selection is a Driving Force in Health Care Today
Date:10/19/2008

Press Ganey Annual Physicians' Office Pulse Report Released Today

SOUTH BEND, Ind., Oct. 20 /PRNewswire/ -- A new Press Ganey Associates, Inc. report released today confirms patients have heightened expectations of their health care experience and feel more empowered to choose where they receive care. Health care facilities must address satisfaction at all points of the patient experience to maintain and improve patient retention rates. The 2008 Physicians' Office Pulse Report: Patient Perspectives on American Health Care examines the experiences of more than 1.9 million patients treated at nearly 8,500 offices nationwide.

This annual report finds that patients are most dissatisfied during the 24 minute average wait time before seeing a physician. Specific low patient satisfaction areas include registration, wait times, and treatment before seeing a doctor.

The report also identifies the top five patient priorities:

Priority 1: Sensitivity to patients' needs

Priority 2: Overall cheerfulness of the practice

Priority 3: Overall rating of care received during the visit

Priority 4: Comfort and pleasantness of the exam room

Priority 5: Waiting time in exam room before being seen by the care

provider

Another finding is that patients age 50 and older report the highest levels of satisfaction. Patients ages 18-49 are the least satisfied and also tend to proactively seek out information about health care options and play a bigger role in decisions about their care. Additionally, these patients are more sensitive to customer service and how they are treated throughout their experience.

"It is vital for physicians' offices to address the entire patient experience -- from booking an appointment to paying the bill -- and make sure it is as easy and understandable as possible," said Lisa Cone-Swartz, vice president of medical practice and home health services at Press Ganey. "Practic
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SOURCE Press Ganey Associates, Inc.
Copyright©2008 PR Newswire.
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