{"id":51753,"date":"2021-11-10T10:56:36","date_gmt":"2021-11-10T15:56:36","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=51753"},"modified":"2021-11-12T22:18:42","modified_gmt":"2021-11-13T03:18:42","slug":"patient-voice","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/patient-voice\/","title":{"rendered":"Patient Voice, Patient Experience, or Patient Satisfaction: Understanding What Really Matters"},"content":{"rendered":"<p>Dr. Gregory House of the popular medical drama <em>House<\/em> is brilliant at deducing difficult-to-diagnose disorders like a triage-intense Sherlock Holmes. Through acerbic wit and follow-the-leader games with his team, House provides entertainment and revolutionary care.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>All of this despite having a bedside manner that leaves much to be desired.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>His patients \u2014 despite being glad to have their lives saved or loved ones healed \u2014 still complain about him in record numbers. This situation is particularly difficult for his administrator to deal with.<\/p>\n<div class=\"div-spacer\"><\/div>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-large wp-image-51787\" src=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-1134498679-1024x683.jpg\" alt=\"patient satisfaction survey\" width=\"1024\" height=\"683\" srcset=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-1134498679-1024x683.jpg 1024w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-1134498679-300x200.jpg 300w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-1134498679-768x512.jpg 768w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-1134498679-600x400.jpg 600w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-1134498679-50x33.jpg 50w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<div class=\"div-spacer\"><\/div>\n<p>Dr. Gregory House&#8217;s behavior is a great example to explain the correlation between healthcare participants and their patients.\u00a0House\u2019s path of diagnosing difficult disorders, crazy bedside manner notwithstanding, is not unlike the differences between understanding the nuances of patient voice, patient experience, and patient satisfaction, and how it affects the interpersonal relationships between healthcare personnel and patients. Not to mention the overall success \u2014 or failure \u2014 of a system.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>These terms are often used interchangeably but are not the same in focus. Understanding the variances \u2014 and how to use them to effectively increase your healthcare system\u2019s standing with your patients \u2014 is paramount. And so, as with all things, it starts with a definition and a proper diagnosis. Defining the voice of the patient, patient experience, and patient satisfaction is the best way to begin to understand what matters.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<ul>\n<li><strong>Voice of the patient (VoP):<\/strong> According to <a href=\"https:\/\/pubs.asahq.org\/monitor\/article\/85\/S10\/27\/117600\/Listening-to-the-Patient-Voice-and-Learning-from\" target=\"_blank\" rel=\"noopener\">ASA Publications<\/a>, this is a metaphor for the belief that the healthcare ecosystem must do a better job of listening to what patients express about their experiences, needs, values, and goals.<\/li>\n<li><strong>Patient experience (PX):<\/strong> According to the <a href=\"https:\/\/www.theberylinstitute.org\/page\/definingpatientexp\" target=\"_blank\" rel=\"noopener\">Beryl Institute<\/a>, this is the sum of all interactions, shaped by an organization&#8217;s culture, that influences patient perception across the continuum of care.<\/li>\n<li><strong>Patient satisfaction (PSAT):<\/strong> The evaluations of distinct dimensions of healthcare.<\/li>\n<\/ul>\n<h2>So, who\u2019s on first, and how do you decide where to start with VoP, PX, and PSAT?<\/h2>\n<p>The short answer is they are all on first! Because they are each focusing on very different aspects, designed to work together as a whole, they all have important parts to play. Through listening to the <em>voice of the patient<\/em>, you can enhance <em>patient satisfaction<\/em> along the touchpoints of your healthcare system, thus, you also improve your<em> <a href=\"https:\/\/www.sogolytics.com\/healthcare\/\" target=\"_blank\" rel=\"noopener\">patience experience<\/a><\/em>.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>Of course, there are many ways to do this, and we\u2019ll be sure to help you through a series of future blog posts, but let\u2019s get to an important first step: listening.<\/p>\n<div class=\"div-spacer\"><\/div>\n<h2>Patient voice or voice of the patient (VoP): What your patient is saying<\/h2>\n<p>Everyone loves to be recognized and acknowledged, and your patients are no different. Empower them to be part of their healing, and you will see better patient engagement.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>There\u2019s an adage that says, \u201cA closed mouth doesn\u2019t get fed.\u201d It means that without communicating what you need (information on what your patients require and feel), you won\u2019t get what you want (actionable ways to give it to them and lift your metrics).<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>For many doctors and healthcare professionals, the prospect of designing a survey \u2014 from deciding what questions to ask and what data it will provide, to working through what the data means and how to prioritize responses \u2014 can be daunting.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>But it doesn\u2019t have to be.<\/p>\n<div class=\"div-spacer\"><\/div>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-large wp-image-51788\" src=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/jon-tyson-vVSleEYPSGY-unsplash-1024x684.jpg\" alt=\"patient satisfaction survey\" width=\"1024\" height=\"684\" srcset=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/jon-tyson-vVSleEYPSGY-unsplash-1024x684.jpg 1024w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/jon-tyson-vVSleEYPSGY-unsplash-300x200.jpg 300w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/jon-tyson-vVSleEYPSGY-unsplash-768x513.jpg 768w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/jon-tyson-vVSleEYPSGY-unsplash-600x400.jpg 600w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/jon-tyson-vVSleEYPSGY-unsplash-50x33.jpg 50w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/jon-tyson-vVSleEYPSGY-unsplash.jpg 1920w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<div class=\"div-spacer\"><\/div>\n<p>The <a href=\"https:\/\/www.sogolytics.com\/healthcare\/\" target=\"_blank\" rel=\"noopener\">Patient Satisfaction Survey<\/a> is a great way to do just this! It\u2019s a powerful tool to help you get to the heart of patient satisfaction and improve your patient experience.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>Of course, patient voice isn\u2019t just connected with the patients themselves. Caregivers, loved ones, and extended support systems are all parts of the whole. In essence, the voice of the patient is a holistic approach to patient-centered care, and the cornerstone of most healthcare systems.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>Much like the empowerment of employees leads to greater engagement (something that also has an effect on the patient experience) similarly empowering patients to voice their needs and concerns leads to better patient engagement.<\/p>\n<div class=\"div-spacer\"><\/div>\n<h2>Patient Satisfaction (PSAT): What your patient liked \u2014 or didn\u2019t<\/h2>\n<p>Patient satisfaction metrics help you prioritize improvements and better understand where you may need to work to grow. They may show, for example, that diagnosis and treatment plans are great, but interactions with care providers is sub-par. How was the patient greeted at admission? Was the admission process smooth? Did the nurse seem to care when asking questions? What did wait times look like?<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>These are all questions that fall under patient satisfaction touchpoints and may indicate areas that need to improve, as well as areas you handle well. In general, you would accumulate this feedback from listening to the aforementioned voice of the patient to then decide what needs to be fixed \u2014 and when.<\/p>\n<div class=\"div-spacer\"><\/div>\n<h2>Patient Experience (PX): What your patient feels overall<\/h2>\n<p>Imagine: You go to a restaurant and the food isn\u2019t that great, but the service was excellent, prices were good, and you could tell the waitress cared about how you felt about your meal. You may decide to go back to that restaurant because the sum of all aspects of your experience was pleasant.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>Of course, no one wants mediocre food, but this illustrates how humans tend to behave. As a customer of this restaurant, you most likely won\u2019t spread negative reviews about this place because of your mostly positive experience. But you would likely be open to offering feedback to restaurant management about how they could do better.<\/p>\n<div class=\"div-spacer\"><\/div>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-large wp-image-51789\" src=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-1331794106-1024x684.jpg\" alt=\"patient feedback\" width=\"1024\" height=\"684\" srcset=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-1331794106-1024x684.jpg 1024w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-1331794106-300x200.jpg 300w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-1331794106-768x513.jpg 768w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-1331794106-600x400.jpg 600w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-1331794106-50x33.jpg 50w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<div class=\"div-spacer\"><\/div>\n<p>Your patients think the same way.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>This is why there are many factors involved with patient experience, with specific areas for improvement that patient satisfaction scores can highlight or that voice of the patient feedback can bring to light. In order to improve patient experience, the focus must be to boost patient satisfaction scores while listening to the voice of the patient, in order to enhance the overall patient experience.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>Understanding the differences as outlined here is a major first step, and <a href=\"https:\/\/www.sogolytics.com\/request-a-demo\/\" target=\"_blank\" rel=\"noopener\">Sogolytics<\/a> is here to answer questions and help you started.\u00a0 Let us help take care of your needs so that you can focus on taking care of your patients.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Dr. Gregory House of the popular medical drama House is brilliant at deducing difficult-to-diagnose disorders like a triage-intense Sherlock Holmes. Through acerbic wit and follow-the-leader games with his team, House provides entertainment and revolutionary care. All of this despite having a bedside manner that leaves much to be desired. His patients \u2014 despite being glad to have their lives saved or loved ones healed \u2014 still complain about him in record numbers. This situation is particularly difficult for his administrator to deal with. Dr. Gregory House&#8217;s behavior is a great example to explain the correlation between healthcare participants and their patients.\u00a0House\u2019s path of diagnosing difficult disorders, crazy bedside manner notwithstanding, is not unlike the differences between understanding the nuances of patient voice, patient experience, and patient satisfaction, and how it affects the interpersonal relationships between healthcare personnel and patients. Not to mention the overall success \u2014 or failure \u2014 of a system. These terms are often used interchangeably but are not the same in focus. Understanding the variances \u2014 and how to use them to effectively increase your healthcare system\u2019s standing with your patients \u2014 is paramount. And so, as with all things, it starts with a definition and a proper diagnosis. Defining the voice of the patient, patient experience, and patient satisfaction is the best way to begin to understand what matters. Voice of the patient (VoP): According to ASA Publications, this is a metaphor for the belief that the healthcare ecosystem must do a better job of listening [&hellip;]<\/p>\n","protected":false},"author":71,"featured_media":45534,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[204,172],"tags":[272,650,721,720],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.7.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Patient Voice, Patient Experience, or Patient Satisfaction: Understanding What Really Matters - Sogolytics Blog<\/title>\n<meta name=\"description\" content=\"Here&#039;s how to understand the differences between VoP, PX, and PSAT (and how to effectively increase your healthcare system\u2019s standing with patients).\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.sogolytics.com\/blog\/patient-voice\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Patient Voice, Patient Experience, or Patient Satisfaction: Understanding What Really Matters - Sogolytics Blog\" \/>\n<meta property=\"og:description\" content=\"Here&#039;s how to understand the differences between VoP, PX, and PSAT (and how to effectively increase your healthcare system\u2019s standing with patients).\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.sogolytics.com\/blog\/patient-voice\/\" \/>\n<meta property=\"og:site_name\" content=\"Sogolytics Blog\" \/>\n<meta property=\"article:published_time\" content=\"2021-11-10T15:56:36+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2021-11-13T03:18:42+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2017\/01\/healthcare-2.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"487\" \/>\n\t<meta property=\"og:image:height\" content=\"714\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"LeTeisha Newton\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/patient-voice\/\",\"url\":\"https:\/\/www.sogolytics.com\/blog\/patient-voice\/\",\"name\":\"Patient Voice, Patient Experience, or Patient Satisfaction: Understanding What Really Matters - Sogolytics Blog\",\"isPartOf\":{\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#website\"},\"datePublished\":\"2021-11-10T15:56:36+00:00\",\"dateModified\":\"2021-11-13T03:18:42+00:00\",\"author\":{\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#\/schema\/person\/d7caf33577b935208e4a708e09eebcdd\"},\"description\":\"Here's how to understand the differences between VoP, PX, and PSAT (and how to effectively increase your healthcare system\u2019s standing with patients).\",\"breadcrumb\":{\"@id\":\"https:\/\/www.sogolytics.com\/blog\/patient-voice\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.sogolytics.com\/blog\/patient-voice\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/patient-voice\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Patient Voice, Patient Experience, or Patient Satisfaction: Understanding What Really Matters\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#website\",\"url\":\"https:\/\/www.sogolytics.com\/blog\/\",\"name\":\"Sogolytics Blog\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.sogolytics.com\/blog\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.sogolytics.com\/blog\/#\/schema\/person\/d7caf33577b935208e4a708e09eebcdd\",\"name\":\"LeTeisha Newton\",\"description\":\"LeTeisha is all about imagination, as reflected through her eclectic involvement in fiction publishing, game streaming, and cosplaying. 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