Improving Quality and Safety In Your Endoscopy Unit: Live and Virtual | October 2022-05_Srivastava

05_Srivastava_Pt Satisfaction

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This document discusses the importance of measuring and maximizing patient satisfaction, particularly in the context of telemedicine. Patient experience encompasses the interactions patients have with the healthcare system and is essential for improving patient-centered care. Patient satisfaction, on the other hand, is determined by whether a patient's expectations were met during a healthcare encounter.<br /><br />Improved patient experience has various benefits, including increased efficiency, safety, and positive clinical outcomes. It also has financial implications, as satisfied patients are more likely to retain a provider and share their positive experiences with others, while dissatisfaction can lead to negative online reviews and potential litigation. Several tools, such as surveys and assessments, are available to measure patient experience, including specific tools for endoscopy procedures.<br /><br />Key factors that contribute to a positive patient experience in endoscopy include the technical quality of care, comfort and tolerability, personal manner of endoscopists and nurses, and the endoscopy unit environment. To improve the patient experience, healthcare providers can incorporate survey results into management meetings, identify areas of poor experience, and adjust processes accordingly. It is also important to focus on diversity, equity, and inclusion (DEI), as language barriers, cultural competence, and diverse endoscopy teams can enhance the patient experience.<br /><br />Telemedicine can also play a significant role in improving the patient experience. Telephone-based education on bowel preparation has shown positive outcomes, while telehealth visits have been found to be acceptable alternatives to face-to-face visits for pre-procedure consultations. Post-procedure telehealth visits have also been found to be equivalent in terms of patient satisfaction and quality of care.<br /><br />In conclusion, measuring and maximizing patient satisfaction is crucial for providing patient-centered care. It can lead to improved clinical outcomes, financial benefits, and increased patient and employee retention. Incorporating DEI considerations and utilizing telemedicine can further enhance the patient experience.

Keywords

patient satisfaction

telemedicine

patient experience

healthcare system

patient-centered care

improved clinical outcomes

financial implications

online reviews

diversity equity inclusion

telehealth visits