Discuss 123..

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.

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. 

Required links:

https://www.ahrq.gov/talkingquality/distribute/promote/social-marketing.html

https://www.ahrq.gov/talkingquality/distribute/promote/social-marketing.html

https://hbr.org/sponsored/2019/01/improving-the-patient-experience