{"id":9880,"date":"2021-04-20T14:43:23","date_gmt":"2021-04-20T12:43:23","guid":{"rendered":"https:\/\/www.essenburgh.com\/blog-patient-experience-or-patient-satisfaction-what-should-you-measure\/"},"modified":"2021-07-12T20:23:54","modified_gmt":"2021-07-12T18:23:54","slug":"blog-patient-experience-or-patient-satisfaction-what-should-you-measure","status":"publish","type":"post","link":"https:\/\/www.essenburgh.com\/en\/blog\/patient-experience-or-patient-satisfaction-what-should-you-measure-and-how-will-it-benefit-your-organization","title":{"rendered":"Patient experience or patient satisfaction: what should you measure?"},"content":{"rendered":"

Patient experience or patient satisfaction: what should you measure?<\/strong><\/h2>\n

Measuring patient experience and patient satisfaction is becoming more and more important to assess the quality of care. But the concept of patient experience is <\/span><\/strong><\/p>\n

surprisingly complex and is often used as a synonym to patient satisfaction. Even in the literature, both terms are frequently used interchangeably. Confusing and unfounded, because patient experience and patient satisfaction are two different things. In this blog we will describe the differences. We will show you what you should measure to collect useful data and improve the quality of care within your organization and achieve the Triple Aim objectives. And how you make sure your patients are satisfied.<\/span><\/strong><\/p>\n

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Patient experience and patient satisfaction: the differences<\/strong><\/h3>\n

Although the terms patient experience and patient satisfaction are often used interchangeably, there is a subtle difference between the two (see Figure 1).<\/p>\n

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  1. \n

    Patient experience<\/h4>\n<\/li>\n<\/ol>\n

    Patient experience comprises all interactions a patient has with healthcare providers and how they experience those. Anything from being welcomed by a receptionist to the care of doctors, nurses and other healthcare providers. When measuring patient experience, we look at if what should have happened, actually did happen.<\/p>\n

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    1. \n

      Patient satisfaction<\/h4>\n<\/li>\n<\/ol>\n

      Patient satisfaction is based on the expectations of a patient in relation to the healthcare sector and if those expectations were met. This means two people who received completely identical care services, can score completely differently on patient satisfaction.<\/p>\n

      Figure 1<\/strong>: Patient experience vs patient satisfaction<\/p>\n

      \"Beter<\/p>\n

      In short: patient satisfaction is often very personal, whilst patient experience is about testing a defined quality standard of care. So, subjectivity versus objectivity. The subjectivity of the patient satisfaction survey is also confirmed through a variety of research (Evans et al. 2018<\/a>; Dunsh et al 2018<\/a>). These show that:<\/p>\n