Press Ganey: Patient Satisfaction Reaches 5-Year High for Outpatient Services

Results from Press Ganey's 2009 Outpatient Pulse Report: Patient Perspectives on American Health Care indicate that patient satisfaction with outpatient services has reached a five-year high, according to a Press Ganey news release.

The report analyzed the level of satisfaction from 2.3 million patients treated at nearly 1,300 outpatient care facilities nationwide in 2008. Overall satisfaction has increased since 2004, especially in ambulatory surgery, reaching a high score of 91.29 in Oct. 2009, according to the report.

The report found that patients were most satisfied with tests, treatment and the overall care in the outpatient setting, due in part to decreased wait times. The average wait time for outpatient services in 2008 was 24 minutes, down 2 percent from 2007.

According to the report, patients were least satisfied by the facilities and registration processes. Patients treated on Sundays were found to be the least satisfied and had the highest wait times.

Other findings from the report include:

  • Patients between the ages of 65 and 79 report the highest levels of satisfaction, and patients between the ages of 18 and 34 were the least satisfied.
  • Patients receiving care in the morning had a higher level of satisfaction.
  • Cancer patients receiving radiation treatments were the most satisfied, followed closely by cardiac rehabilitation patients. Press Ganey attributed this finding to the likelihood of patients' familiarity with caregivers during ongoing treatment.

Read Press Ganey's 2009 Outpatient Pulse Report: Patient Perspectives on American Health Care (pdf).

Read the release about the Press Ganey 2009 Outpatient Pulse Report (pdf).

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