Improving Quality and Safety in the Endoscopy Unit (Virtual) | November 2025-Measuring and Maximizing Satisfaction Throughout the Patient Journey

Measuring and Maximizing Satisfaction Throughout the Patient Journey

Video Transcription

Video Summary

The presentation discusses patient experience and satisfaction in healthcare, emphasizing their importance for improved health outcomes, patient loyalty, financial benefits, reputation, and staff morale. It defines patient experience as overall perceptions throughout care, while satisfaction is subjective, based on expectations. Various surveys to measure satisfaction, like HCAHPS, CG-CAHPS, and OAS-CAHPS, are reviewed, with delays on procedure day and appointment wait times identified as major dissatisfaction causes in endoscopy units. Methods to enhance satisfaction include communication about delays, improving waiting areas, parking validation, and service recovery involving staff and physicians, underscoring continuous feedback and responsiveness.

Asset Subtitle

Megan Norris, BSN, CMSRN

Keywords

patient experience

patient satisfaction

healthcare surveys

endoscopy unit delays

service recovery