Promising Practices for

Improving Patient Satisfaction and Engagement

 Health Leads; two women and baby in medical office

ABOUT PATIENT SATISFACTION & ENGAGEMENT

When patients understand what to expect from their care, they are better able to engage and take an active role in working with their providers to help improve the quality of their care. Patient experience is an important gauge for providers to learn how well they are treating their patients in all aspects of care and adjust their practices accordingly.

Quick Facts

  • Patients keep or change providers based on their care experiences.
  • Patients and their families care about the interpersonal aspects of health care. Patients rate communication and other aspects of the doctor-patient relationship as key elements of quality.
  • According to the Journal of Family Practice, the more activated patients are, the more likely they are to obtain preventive care such as health screenings and immunizations, and to adopt healthy behaviors such as eating right, exercising, monitoring conditions and following treatment, asking questions of providers, and using quality information to select a provider. 

More from Aligning Forces for Quality (AF4Q)

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Latest: Patient Satisfaction and Engagement

Culturally Appropriate Storytelling to Improve Blood Pressure

June 7, 2011

Researchers at the University of Alabama at Birmingham and Cooper Green Mercy Hospital wanted to find out if stories told in patients’ natural voices could inspire positive health change.

Helping Patients Self-Manage Pain Medications and Respiratory Treatments: Treatment Board

May 13, 2010

Mary Washington Hospital improved efficiency by keeping patients informed of when their next dose of pain medicine and breathing treatments would be available.

Reducing Anxiety and Increasing Patient-Centeredness With a Welcome Video

June 4, 2008

Staff developed a welcome video called, “Your Stay at Kaiser: What You Need to Know,” for patients entering the hospital.

Increasing Satisfaction by Providing Headphones and Ear Plugs to Patients

June 4, 2008

Staff began offering patients headphones and/or ear plugs during their admission in order to minimize the noise disturbance on the unit.

Creating More Patient Autonomy for Pain Management Through a "Pain Poster"

June 4, 2008

University of Pittsburgh Medical Center improved management of pain and more informed patients through a "pain poster"

Condition H Staff Validation Tool

June 4, 2008

Staff developed Condition Help, a rapid response team that family members, visitors and patients may call if they feel like they need immediate assistance and are not getting appropriate attention.

Providing More Food Options to Increase Patient Satisfaction

June 1, 2007

The University of Pittsburgh Medical Center expanded its menu, allowing patients to choose foods freely. Staff spent 18 months developing and testing the new menu to ensure patients would be offered nutritious, satisfying meals.

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