In this article, we will discuss the psychology of increasing patient satisfaction.
How do you, as a medical professional, keep patient satisfaction high?
The psychological research I'm going to introduce is based on a survey of what to do to make patients satisfied. The psychological study I am going to introduce is based on a survey of what makes patients satisfied.
It is good for those who think they are not satisfied. This may be good information for those who think that they are not satisfied.
Contents of the study
The study was conducted in two cities in Colombia, with 2,954 people aged 15 to 80.
Different socioeconomic levels were sampled depending on the area of residence. The sample share of the lower socioeconomic class was 42.3%, the middle class was 41.7%, and the upper class was 6%, 53% were women and 47% were men.
In conclusion, it seems that people make decisions to be satisfied or not depending on their "expectation".
Since this study was conducted in the form of a questionnaire, understanding the following information may help us to improve our services.
What is most likely to cause a discrepancy
1.When medical services are denied
2.When asking questions directly to a specialist
Other discrepancies that may occur
3. about diagnostic results
4.Content of phone/web information
5.Content of information on notable websites
6.Content of ranking information
7.Inconsistent treatment times
8.Response to delivery and receipt of medicine
9.About prevention programs
10.When the danger of illness is explained to me
11.Response to emergencies
12.Regarding financial matters and complaints written on the website
13.When medical services are continued or integrated with something else
14.Explanation of the course of treatment
15.Amount of money
What would help you improve your services
1.Explaining your current health condition
2.Informing people that they can access their medical records (e.g., through disclosure)
3.The same doctor will see you.
4.Postings such as consultation schedules
5.Prompt diagnosis
6.Equality in the provision of services
7.Attitude of facility management staff
8.Attitude of nurses
9.Attitude of medical staff
10.Whether hygiene is under control
11.Confidentiality of information such as medical history
Explanation
First of all, let's talk about the explanation at the time of service refusal.
For example, I had surgery and was in the hospital.
There is a person who wanted to return to work as soon as possible, so he or she actively requested for rehabilitation.
The rehabilitation was successful and the person is now able to move almost 60% of what he did before the surgery.
However, the patient wanted to continue rehabilitation at the hospital until she was able to move 100 percent of her body, but the hospital told her that she had enough and she should continue rehabilitation at home.
Next, about the explanation to the specialist.
It may not happen very often, but when the doctor who diagnosed you is not available and you cannot ask questions or inquire about your current condition, you are likely to be dissatisfied.
Conclusion
The psychological explanation seems to be that people feel rejected when their expectations are betrayed.This may seem selfish, since it is normal for there to be discrepancies with the service we expect or imagine.
It seems selfish. If the reason for doing so is properly "explained," there will be less dissatisfaction and patients will be less likely to leave, but there are also medical institutions that do not do so.
In addition, word of mouth is a very powerful trigger for popular medical institutions to come to the hospital, so it may be necessary to make continuous efforts to maintain the quality of services.
