Five Steps to Increasing Patient Satisfaction in Hospitals

Thursday, June 26th, 2008
This post was written by Melanie Matthews

hospital patient satisfaction
Healthcare organizations are increasingly sensitized to patient satisfaction levels and their effect on quality ratings. A recent post on ragan.com called A patient’s advice to hospital communicators illustrates that the basics of customer satisfaction in a hospital setting really haven’t changed that much over the last 30 years.

The piece was written in 1980 by Larry Ragan, who founded Ragan Communications in 1968 with the launch of The Ragan Report. He died in 1995 after a two-year bout with Lou Gehrig’s disease. His original column appeared on June 30, 1980 and was reprinted on June 23, 2008.

Besides the standard complaints about hospital gowns and waiting times, Ragan suggests that common courtesy can greatly enhance the experience:

Healthcare providers, don’t call patients by their first names unless they ask you to do so. And nurses, refer to the doctor by using his or her title and the last name rather than saying “The doctor will see you now.”

Communicators, patients and healthcare organizations respond to an entreaty that holds up after 28 years.

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