Under Obamacare, patient satisfaction is an increasingly important benchmark for medical providers. However, physicians disagree about whether this new emphasis is the best way to provide effective health care.
Why the recent focus on patient satisfaction?
One of the main changes under Affordable Care Act is to shift health care towards a “value-based approach” in which hospitals and care providers are financially incentivized to provide high-quality care. As part of a program that took effect in 2012, hospitals’ Medicare reimbursement will depend in part on the value of the treatment they provide, with the possibility to earn bonuses for excellent care. Under this new system, 30% of bonuses awarded are based on patient satisfaction. Patient attitude is measured using a nationwide survey, the Hospital Consumer Assessment of Healthcare Providers and Systems.
Medical providers have certainly taken notice of this shift. The use of patient satisfaction surveys is on the rise among hospitals, physicians, and other medical providers (even us at ASMS!). According to the Medical Group Management Association, almost 80% of “better-performing” practices conduct patient satisfaction surveys..
However, many questions still remain about whether the new focus on patient satisfaction contributes to or takes away from medical treatment. What are the pros and cons of this trend?
Pros of Satisfying the Patients
Obviously, the happiness of the patient is important in itself.
Furthermore, onducting patient satisfaction surveys are beneficial because they can help point out deficiencies in a provider’s system and lead them to remedy the issue.
Increasing patient satisfaction can also have financial benefits. A happy patient is more likely to be compliant with long-term treatments (for example, nightly use of a CPAP machine to treat sleep apnea). According to the ACA, this will decrease costs by preventing serious problems down the road.
The Cons of Focusing on Feedback
Some doctors argue that patient satisfaction does not directly reflect quality of health care. Often, a patient’s perception depends on other factors, such as the brevity of their visit, the medication they are prescribed, and even the appearance of the office. Several studies have questioned the correlation between satisfaction and good service, including this one by Johns Hopkins.
Increased financial stake surrounding such surveys is also a cause for concern. According to the Center for Studying Health System Change, nearly a quarter of physicians’ salaries are impacted by the satisfaction of their patients. This incentive can encourage doctors to acquiesce to the demands of their patient instead of providing the most appropriate care and risking irritating their client. A common example would be a doctor prescribing an opiod where not strictly necessary.
What do you think? Should patient satisfaction be the primary factor in determining good-quality health care? Let us know in the comments!
Resources: American Sentinel University, USA Today, Modern Health Care, Rapid City Journal, Forbes, American Medical News
Photo credit: Seattle Municipal Archives
