Patient satisfaction in 21st century medicine: revolution or evolution?
Sommers, P.A.; Dropik, R.; Heilman, G.; Vaughan, T.
Journal of Medical Practice Management Mpm 23(3): 157-162
2007
ISSN/ISBN: 8755-0229 PMID: 18225817 Document Number: 613322
The Moment-of-Truth (MOT) patient satisfaction system was created to address each patient's medical care and service needs at the "point-of-care," before the patient leaves the medical facility. The MOT system is patient-centered by actively involving each patient in his or her own healthcare evaluation, planning, and continuous quality improvement. Patient needs are aligned with the required healthcare resources, which simultaneously produce information that can be acted upon "immediately," at the point-of-care, with "a sense of urgency"-addressing patient expectations each and every time the patient encounters the healthcare system. Major changes that occurred in medical service delivery at Hudson Hospital after implementation of the MOT system included a change in the focus of healthcare delivery toward the patient each and every time medical care or service occurred by placing the patient at the center of the care continuum; the ability to capture and react to what the patient needed at the place and time the patient needed it; and the incorporation of patient satisfaction as a way of doing business, throughout the healthcare organization. Results in 2007 to date have averaged 98% among responding patients indicating that they would recommend the Hudson Hospital to family and friends.