Abstract
Program Description:
Patient satisfaction is an emerging theme in modern health care, and there are myriad federal-, state-, institutional-, and practice-level initiatives that emphasize systematic measurement and public reporting of patient satisfaction scores. Moreover, patient satisfaction scores are increasingly weighted in reimbursement formulas and pay-for-performance initiatives. This course will introduce the significance of patient satisfaction in otolaryngology, review nuts and bolts of patient satisfaction measurement and reporting, and offer effective and simple techniques for providers to better communicate with patients and improve satisfaction scores, even within the time constraints of modern practice.
Educational Objectives:
(1) Recognize patient satisfaction as a quality indicator and learn initiatives surrounding measurement, reporting, and benchmarking of patient satisfaction scores. (2) Explain how patient satisfaction scores affect the bottom line (correlate with productivity, market share, and reimbursement. (3) Practice techniques for communication with patients that will result in greater patient engagement and increased satisfaction scores.
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