Patient surveys are one tool ASCs can use to improve performance through feedback, according to Alpharetta, Ga.-based Surgical Information Systems.
Here are 10 benefits to adopting a patient survey program:
1. Determine priorities, strengths and weaknesses. When patients give feedback on their experiences, it can help ASC staff identify areas for improvement. When patients give positive feedback, it can create opportunities to praise staff for a job well done.
2. Staff training and education improvement. When shortfalls are identified, ASC leaders can develop programs to improve education and staff training.
3. Improve reimbursement. ASCs with high patient satisfaction can more easily negotiate managed care contracts with payers.
4. Strengthen benchmarking efforts. When adopting new procedures and policies, ASCs can compare performance before and after the completed work. ASCs can also compare their patient survey results to those of other ASCs.
5. Increase physician recruitment and staff retention. When an ASC's patient experience is good, physicians may be more inclined to both refer patients to an ASC and join its staff. Additionally, staff retention may increase when patient satisfaction is high.
6. Boost marketing. Promoting survey results in marketing materials can help drive patients to an ASC.
7. Improved public opinion. If patient satisfaction is high, then patients may be more inclined to leave positive reviews on review websites such as Facebook and Yelp.