Imagine: Quality health care measured by patient’s opinion.

Can you imagine if healthcare quality measures included how satisfied patients are with the outcome of their care? Most hospitals use patient satisfaction scores to measure overall patient engagement. Questions like “how quiet was the environment”, “did you caregiver wash their hands”, and “overall would you recommend this hospital to others” are captured and the data is publicly accessible. However, this kind of initial satisfaction doesn’t get to the heart of why the patient sought care in the first place. Patients often seek care to get better from something- a chronic disease, like diabetes, or something acute, like a broken arm. Patient’s satisfaction with the outcome of their care– like “did you get the health outcome you expected”? aren’t measured.
While challenges to this data quality exist, like what do you do about the subjective nature of patient experience abound, the health care community is very excited about this concept.
Let’s see where this goes.

Performance measures based on patient-reported outcomes could be invaluable in gauging whether medical care actually made life better for patients, but the field is not yet mature enough to drive value-based payments.

via The next frontier in quality care measurement: How patients feel – Modern Healthcare Modern Healthcare business news, research, data and events



  1. Vic Crain

    I’ve been doing customer satisfaction research among the elderly at senior care facilities (CCRCs). I don’t advocate checklist style questionnaires for that patient group. The more comprehensive approach is semi-qualitative, in which you ask the patient to tell the story of their admission and probe what happened and what they liked/disliked. I’ve also learned that middle level managers dislike that approach, because it can unearth things that they would rather senior management not know — for example, a patient being discharged with someone else’s medical records, or failure to follow dietary restrictions (a diabetic being served sugary snacks). Those are real examples of things I’ve found. You can still capture quantitative metrics, but you can get a much more holistic and thorough view of what actually happened to the patient and what needs to get fixed.


  2. NurSerial

    I agree that qualitative data is a bit harder to manage but can be incredibly rich. What a great idea! I hope that the data you are collecting is helping to move the quality needle.
    At the academic medical center where i work we have Volunteer Patient Representatives who are availible to sit on boards or committees, and attending meetings. The patient reps provide such an incredibly fresh perspective – really the most important perspective- on services and quality. I have had the best interactions and learned so much from Patient Reps. Good for you, Vic.


Hey-please feel free to comment on my post :)

Fill in your details below or click an icon to log in: Logo

You are commenting using your account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )

Connecting to %s