How Understanding Patient Priorities Improves Satisfaction Ratings and Profits

There are always a hundred things to improve. However, because you can improve something doesn’t mean it is the right thing to prioritize. Thanks to PatientsVoices’ AI Pipeline, a healthcare organization can understand, incorporate, and prioritize improvements based on patient priorities.

Identifying patient priorities is not a numbers game. Frequency, i.e. complaints about your visitor policy, are not the same as a patient priority.

In fact, identifying patient priorities is the only sure way to improve satisfaction ratings. Why? Because patients are the ones deciding what rating to assign to their experience. For example, if you fix a problem that matters to patients, they notice and assign a higher rating to their experience.  

  • Collect Patient Stories - PatientsVoices asks patients two simple questions - describe and rate your experience. Then, as patients share their stories, what matters most in a recent healthcare encounter is revealed as they rate their experience.

  • AI Pipeline - We process real-time patient feedback with proprietary algorithms and share results using online dashboards.

  • Statistical Stories - For the first time PatientsVoices’ AI Pipeline converts patient comments into reportable statistics and uncovers the priorities that matter most to your patients. These patient defined priorities allow managers to plan and implement the changes that patients are requesting. Once the fix is in, overall satisfaction ratings improve.

  • Adding Patients To Planning - Healthcare organizations have hundreds if not thousands of items on their To-Do lists. PatientsVoices reports what’s bugging patients and where changes will improve overall ratings. Want to know where to get the most significant overall rating bang for your improvement bucks? We can help with that.

Incorporating patient priorities into your strategic plan is the only sure way to improve satisfaction ratings and financial results.

- PatientsVoices

Game Changer

When a client described PatientsVoices as a “game changer,” we wanted to share why that label fits.

  • Without PatientsVoices’ technology, the patient insight locked in massive amounts of qualitative feedback, would be lost.

  • Thanks to PatientsVoices’ ‘two questions’ approach to collecting patient feedback, survey fatigue is no longer an issue. Instead, we ask patients to describe and rate their experiences. The result is a complete picture of what patients encounter— we learn more by asking less.

  • After implementing changes that address patient problems, we monitor analytics and comment threads to determine if new approaches are having the desired impact.

  • Given the precision of PatientsVoices’ priority analysis, clients incorporate the insight into their yearly strategic plans.

  • We recommend sharing positive, patient feedback with front-line teams to highlight how their care impacts patients and families. In addition, lean teams use patient feedback to identify problem root causes and promote buy-in on improvement initiatives among clinical staff.

Read more in Testimonials.

Improved Ratings Means Better Financials

Since the Deloitte Center For Health Solutions performed regression analyses (see Statistical Stories) to determine the relationship between improved HCAHPS scores and financial performance, we know a strong association exists between patient experience ratings and financial performance.

  • Hospitals with higher patient satisfaction are more profitable.

  • Even controlling for variables such as ownership (private, public), location, teaching status, and payer and case-mix, Deloitte's regression showed that patient satisfaction and profits are still related.

If your healthcare organization limits or doesn’t use the CAHPS system, the relationship between satisfaction ratings and financial performance still holds. Improved overall ratings are a leading indicator for better financial results.