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As healthcare organizations rush to improve their equipment, facilities and amenities, results from this study suggests patients’ experiences may be more influenced by their interactions with physicians, nurses and other healthcare staff.
The 2012 National Patient Experience Study includes responses from more than 10,275 patients who received inpatient, emergency or outpatient care between December 2011 and March 2012. Overall patient satisfaction in inpatient settings averages 825 index points on a 1,000-point scale. In outpatient settings, overall patient satisfaction is higher, averaging 863, but dips to 788 for emergency visits.
Notably, interactions with physicians and nurses made up 34 percent of overall satisfaction for inpatients, 43 percent for emergency patients and 50 percent for outpatients. Meanwhile, the hospital facility represented just 19 percent of inpatients’ overall satisfaction.
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