Patient satisfaction and the management system: physician as a partner in solution
The term “patient satisfaction” includes the benefit a patient expects from health care on all levels, the burden that he gets rid off, the performance that he targets and the harmony of sociocultural values and health services. Health care satisfaction of a person is the most important factor that maintains the compliance and patient-physician relation. This paper aims at discussing “patient satisfaction and interpersonal relations” as an important factor in quality of health services and solution proposals. Patient satisfaction is composed of many elements including the patient, the physician and the health system. Among these elements, physician’s communication skills play a crucial role. Measurement of patient satisfaction is the sum of the following activities: assessing expectations and priorities of patients and their relatives, evaluation and use of feedback to ameliorate service provision and, to share the results with the patients. This process affects patient satisfaction positively and supports to distinguish the concept of quality of health services. Communication skills affect all described steps in a favorable manner. In this report, some examples for gathering patient feedback about health services, discrimination of positive and negative results and managing the whole system are presented. Thus, this paper discusses the process of total quality management, which particularly is associated with physicians’ communication skills and can be modified to low budget by thorough planning, making it feasible for primary health care. Any improvement achieved in primary health care services, which – among all levels of health care- have to offer the best accessibility, can help resolving most of the community health issues.