Orthopaedic forum Patient Satisfaction: Implications and Predictors of Success

Patient satisfaction is an individual's cognitive evaluation of, and emotional reaction to, his or her health-care experience. This concept is increasing in importance as survey data are being used by health-care facilities for self- assessment, accreditation requirements, and compensation formulas. High patient satisfaction is associated with in- creased market share, financial gains, decreased malpractice claims, and improved reimbursement rates. Modifiable factors that contribute to satisfaction include physician-patient communication, the setting of appropriate expectations, minimization of waiting times, and provision of continuity of care. There are also factors that are less amenable to change, including chronic illness, opioid dependence, and sociodemographic status. Satisfaction with a surgical out- come differs from satisfaction with an office visit. Accurate expectations and patient-reported outcome measures are important determinants of satisfaction after a surgical procedure. Physicians can improve patient satisfaction in their practice by understanding the implications of satisfaction and the predictors of success. Patient satisfaction, an individual's evaluation of his or her health-care experience, is becoming increasingly important as health-care systems recognize the benefits of patient satisfac- tion and payers begin using such data in reimbursement de- cisions. This review will describe what patient satisfaction means, why it matters, and how physicians and hospitals can improve it. What Is Patient Satisfaction? In outcomes assessment language, a broad concept such as pa- tient satisfaction is termed a construct. Various constructs of patient satisfaction have been delineated 1-3 ; in general, these consist of both a cognitive evaluation and an emotional reac- tion to provided care 2 . In addition, patient satisfaction includes