ROI and Patient Satisfaction

Improving patient satisfaction has a clear and direct impact on your health care organization's bottom line. Research consistently shows that patient satisfaction is closely tied to community reputation, physician and employee satisfaction and engagement, clinical outcomes and financial results.

Within this area, you will find links to different types of ROI calculators, white papers, articles and references and recommended readings related to:

• Improving Efficiency and Productivity
• Reducing Malpractice Claims
• Improving Patient Loyalty
• Increasing Revenue and Profitability
• Developing a Culture of Safety

Articles and white papers demonstrating the link between patient satisfaction and ROI:

Looking to Improve Financial Results? Start by Listening to Patients.
Article by Dr. Melvin F. Hall, Chairman
(former President and CEO of Press Ganey)
HFM magazine, Oct. 2008
The rising costs of providing health care and the changes in payment systems are having an obvious impact on hospitals’ bottom lines. The Centers for Medicare & Medicaid Services (CMS), for instance, no longer reimburses the additional costs associated with certain hospital-acquired conditions and is transitioning from the current Reporting of Hospital Quality Data for Annual Payment Update system to a pay-for-performance or value-based purchasing program.

Patients, Physicians and Employees: Satisfaction Trifecta Brings Bottom Line Results
Patients do not receive care in a vacuum. The care they receive is driven by employees, whose performance is affected by people throughout the hospital. The team and manager supporting an employee, senior leaders and their leadership behaviors and the medical staff all impact employee performance. Profit margin depends upon continuous medical staff admissions (i.e., physician loyalty), human capital effectiveness (i.e., leveraging staff effectively for high return-on-assets), high quality reputation (i.e., likelihood to recommend), operational efficiency (again, dependent upon employees) and patient satisfaction and loyalty. (February 2006)