The difference between patient experience & patient satisfaction
The terms patient satisfaction and patient experience are often used interchangeably, but they are not the same thing. To assess patient experience, one must find out from patients whether something that should happen in a healthcare setting (such as clear communication with a provider) actually happened or how often it happened.
Satisfaction, on the other hand, is about whether a patient's expectations about a health encounter were met. Two people who receive the exact same care, but who have different expectations for how that care is supposed to be delivered, can give different satisfaction ratings because of their different expectations.
(Source: Agency for Healthcare and Experience)
Press Ganey Patient Satisfaction Surveys
While there are many ways to gather information about patient experience, one of the most commonly used across healthcare settings is via the delivery of Patient Satisfaction Surveys.
These surveys ask patients to rate various aspects of their communication on a numerical scale so that we may measure and assess the patient-centeredness of the care that we deliver each day. As the patient receiving care, your perspective on how that care was delivered is critical for us to know and consider to care for others.
At New London Hospital, we partner with our Patient Satisfaction Survey Vendor, Press Ganey, to gather this critical feedback.
These surveys are standardized and use a consistent methodology across healthcare settings, allowing us to benchmark and understand our care experiences in relation to other similarly sized healthcare facilities. This information in turn helps us to ensure we are meeting your needs, and the needs of other patients in the future.
Who gets a survey?
We currently survey the following areas of New London Hospital and Newport Health Center:
- Med/Surg (Inpatient setting)
- Ambulatory Clinics
- Lab/Radiology
- Express Care
- Emergency Department
- Ambulatory Surgery
- Newport Health Center
Surveys are randomly generated to patients and mailed to their homes and in some cases sent via email as well.
If you receive a survey, please know that they should only take a few minutes of your time and how much we appreciate your feedback.
Contact Information
If you have questions about the survey, please contact us:
Patient Experience and Advocacy
Phone: 1-603-526-5467