Patient and Customer Satisfaction Discussion

Discussion: Patient/Customer Satisfaction

For most healthcare organizations, the customer is the patient. Like other businesses, healthcare organizations are evaluated by many of the usual measures of customer satisfaction (e.g., convenience of location, ease of getting the appointment, waiting time, price, etc.). However, healthcare organizations are also judged by patient outcomes. What the “customer” wants and what the “patient” needs may occasionally be in conflict, even though the “customer” and “patient” is the same person. For example, a person who is in a pre-diabetic state may be sent to a dietician to prescribe a healthier diet and exercise, but if the patient is not willing to follow through with these recommendations, they may not have an optimal outcome. This is one reason customer satisfaction for healthcare organizations can seem to be an elusive goal.

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To prepare for this Discussion:

Review this week’s Learning Resources.
Search for and select a scholarly article (less than 5 years old) in the Walden Library that identifies factors that influence patient/customer satisfaction in a healthcare setting.

BY DAY 4

Post a comprehensive response to the following:

Explain why factors influencing patient/customer satisfaction are important.
In your opinion, what is the most influential factor on patient/customer satisfaction in healthcare? Explain your choice.
How does the article you chose support or refute your opinion?
Summarize the article in your own words. Include the reference in APA format and the link to the article.

Support your work with specific citations from this week’s Learning Resources. Your citations must be in APA format.

Read a selection of your colleagues’ postings.

BY DAY 6

Respond to at least two of your colleagues’ postings who chose a different factor in one or more of the following ways:

How does the article you chose support or refute your colleague’s opinion?
How do the patient/customer satisfaction factors identified by your colleague relate or contrast to the patient/customer satisfaction factors you discovered in your article?

Return to this Discussion in a few days to read the responses to your initial posting. Note what you have learned and/or any insights you have gained as a result of your colleagues’ comments. You are welcome to post these final insights.

Learning Resources

Required Readings

Harris, J.M. (2017). Healthcare strategic planning (4th ed). Chicago, IL: Health Administration Press.

Chapter 6, “Phase I: Analyzing the Environment” (pp. 105-134)

Agency for Healthcare Research and Quality (2016). Applying the lessons of social marketing to a quality report. AHRQ. Retrieved from https://www.ahrq.gov/talkingquality/distribute/pro…

Arsene, C. (2018). Step-by-step actionable healthcare marketing plan for 1st quarter of 2019. Healthcare Weekly. Retrieved from https://healthcareweekly.com/healthcare-marketing-…

Grube, M. & Crnkovich, P. (2017). Giving a consumer focus to strategic planning in health care. Healthcare Financial Management, 1–5. Retrieved from https://search-ebscohost-com.ezp.waldenulibrary.or…

Note: You will access this article from the Walden Library databases.

Harvard Business Review Analytic Services. (2018). Improving the patient experience Harvard Business School Publishing. Retrieved from https://hbr.org/sponsored/2019/01/improving-the-pa…

Spear, C. H. (2018). Why it’s important to have a marketing plan: Implementing a strategic plan helps create revenue tor your practice. Optometry Times, (4), 1.

Required Media

Walden University Library (2016, January 29). Keyword and subject searching [Video file]. YouTube. Retrieved from

Note: The approximate length of this media piece is 3 minutes.