Authors
S Vasudevan, MS, MCh, Associate Editor, Kerala Medical Journal; Additional Professor, Department of Urology, Government Medical College, Trivandrum, Kerala – 695011, India.
Abstract
Background: Patient satisfaction is a crucial metric for healthcare quality, influencing clinical outcomes, patient retention, and malpractice claims. The evolving healthcare landscape, with corporate hospitals and third-party payers, increasingly positions healthcare as a service industry, making patient satisfaction a prime concern.
Discussion: Patient satisfaction is typically assessed using questionnaires, and higher satisfaction yields significant benefits for the healthcare sector, including increased patient loyalty, consistent profitability, reduced malpractice risks, and improved accreditation standing. Service excellence hinges on three core components: the doctor, the patient, and the organization. Doctors are expected to deliver competent, empathetic, and communicative care, respecting patient rights and ensuring punctuality and privacy. Patients, now viewing themselves as consumers, demand quality services, leading to initiatives like linking physician bonuses to patient evaluations in some regions. This consumer perspective drives benefits such as improved patient loyalty, retention, staff morale, and compliance with accreditation standards. As an organization, hospitals must cultivate a service-oriented culture, focusing on aspects like cordial telephone service, pleasant office appearance, minimal waiting times, effective doctor-patient interaction monitoring, patient education, and robust complaint handling mechanisms. Patient feedback is vital for continuous improvement.
Conclusion: Patient satisfaction is fundamentally an attitude reflecting the quality of care. Sustaining and enhancing patient-focused healthcare delivery is paramount, as a satisfied patient is a cornerstone for practice growth and success.