Satisfied patients can spell financial well-being

Abstract

As a healthcare performance indicator, patient satisfaction may be overlooked by providers that regard patients' perceptions as evidence of service quality rather than quality of care. Because a patient's trust in caregivers and overall attitude toward care received may affect outcome, however, healthcare providers are paying more attention to interpersonal issues of care delivery. Meanwhile, changes in the industry, such as increased competition, consumerism, and demand for accountability, mean patient satisfaction can contribute to a healthcare organization's bottom line.