Discussion Response U6R18036KK

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Response Guidelines KK
In your response, do you agree or disagree with their positions? Why or why not? Your
response must be a minimum of 300 words in length. Include at least two APA-formatted
references must be current within the past five years (in-text, as well as the full
reference). The citation may be from course textbooks, assigned readings, or an outside
Consumer, Customer, and Patient Satisfaction Surveys
As discussed by Shaffer and Sherrell (2017), the health care environment is rapidly changing.
The major concern of the health care stakeholder group is greater levels of self-service, access to
information, greater choice, real-time interactions and most importantly improved patient
satisfaction and care quality. On this note, the system is responding with new capabilities and
tools to assist consumers, increasing collaboration across the ecosystem and simplifying
communications and support. It goes without mentioning that by attending to patients? needs,
values, and preferences, satisfaction can be enhanced, thus boosting service quality.
It is imperative to note that providing a more patient-centered and quality health care services
will significantly satisfy this stakeholder group. Person-centered supports recognize each
person?s unique individuality. Systems and organizations promote dignity and respect when they
incorporate elements of the person?s life story in the provision of services and supports.
This has changed over the last decade as health care consumers have laid significant emphasis on
the need to obtain quality and affordable health care services. Principally, the quality of care is
increasingly important as patients begin to exercise their right to choose how and with whom
they engage in their healthcare. As a consequence, healthcare organizations will need to focus on
how quality outcomes can be published in a meaningful way for patients. Patient safety is the
major focus of patient advocacy groups and healthcare leaders (Shaffer & Sherrell, 2017).
The key similarity between consumer satisfaction, customer satisfaction, and patient satisfaction
surveys is the fact that they all lay significant emphasis on the ability of the health care
stakeholder to receive access to health care services. Another key similarity is the fact that they
focus predominantly on the quality of the service that is offered. The major difference between
these surveys is that they focus on different perspectives of stakeholder satisfaction. For instance,
customer satisfaction focuses on the level of professionalism the stakeholder received (D?antoni,
2014); the consumer survey strives to identify if the health care professionals provided the
needed services effectively (Delaware Health & Social Services, 2012), while the patient survey
strives to establish whether if the patient received appropriate services (Al-Abri & Al-Balushi,
The type of survey that I think is the best assessment tool to use, as health care transitions to a
consumer-driven market are consumer survey. This is predominantly because it lays significant
emphasis on the access, quality and appropriateness of the services offered to consumers. The
type of survey that I would be least likely to adopt is customer survey. This is primarily because
it focusses on the stakeholder?s experience in the facility rather than the general health care
outcomes offered (Shaffer & Sherrell, 2017).
Al-Abri, R., & Al-Balushi, A. (2014). Patient satisfaction survey as a tool towards quality
improvement. Oman medical journal, 29(1), 3.
D?antoni, S. (2014). Customer Satisfaction Survey of The Health Unit. Retrieved
from https://www.doi.gov/sites/doi.gov/files/migrated/ofas/upload/Results_Healt
Delaware Health & Social Services. (2012). Consumer/Client Satisfaction Survey. Retrieved
from http://dhss.delaware.gov/dsamh/files/2012_dsamh_consumer_survey.pdf
Shaffer, T. R., & Sherrell, D. L. (2017). Consumer satisfaction with health-care services: The
influence of involvement. Healthcare & marketing, 14(3), 261-285.

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