Stimulus - Learn Tools to Crush It in Your Medical Career 64. Why Focusing on Patient Experience and Not Satisfaction Is the Right Move
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Nov 1, 2021 In this podcast, Dr. Justin Bright discusses the importance of patient experience in healthcare and emphasizes the difference between patient satisfaction and patient experience. He provides practical tips for improving communication skills to enhance the overall patient experience. The podcast also explores strategies for prioritizing patient needs, navigating power dynamics between patients and physicians, and effectively handling upset patients.
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Satisfaction Metrics Can Mislead
- Patient satisfaction surveys have sampling bias and often punish clinicians without support.
- Justin and Rob argue satisfaction metrics can drive harmful behavior and miss key admitted-patient experiences.
Cosmetic Fixes Don't Change Care
- Rob recounts hospitals using cosmetic fixes (waterfalls, pianos, designer gowns) to game satisfaction scores.
- He says these gambits didn't change staff behavior or true patient experience.
Experience Is Every Touchpoint
- Patient experience includes every touchpoint from parking to follow-up and shapes perception of care.
- Justin Bright argues delivery and communication matter as much as medical outcome for safety and compliance.