{"id":4109,"date":"2017-02-11T07:24:29","date_gmt":"2017-02-11T12:24:29","guid":{"rendered":"http:\/\/www.servsig.org\/wordpress\/?p=4109"},"modified":"2017-02-09T23:26:34","modified_gmt":"2017-02-10T04:26:34","slug":"teaching-note-patient-satisfaction-strategy-map","status":"publish","type":"post","link":"https:\/\/www.servsig.org\/wordpress\/2017\/02\/teaching-note-patient-satisfaction-strategy-map\/","title":{"rendered":"Teaching Note: Patient Satisfaction Strategy Map"},"content":{"rendered":"<p><em><img loading=\"lazy\" decoding=\"async\" class=\"alignright size-medium wp-image-4347\" src=\"http:\/\/www.servsig.org\/wordpress\/wp-content\/uploads\/2016\/12\/track1_0004_shutterstock_290587343-1-768x407@2x_1-300x200.jpg\" alt=\"track1_0004_shutterstock_290587343-1-768x407@2x_1\" width=\"300\" height=\"200\" srcset=\"https:\/\/www.servsig.org\/wordpress\/wp-content\/uploads\/2016\/12\/track1_0004_shutterstock_290587343-1-768x407@2x_1-300x200.jpg 300w, https:\/\/www.servsig.org\/wordpress\/wp-content\/uploads\/2016\/12\/track1_0004_shutterstock_290587343-1-768x407@2x_1-768x512.jpg 768w, https:\/\/www.servsig.org\/wordpress\/wp-content\/uploads\/2016\/12\/track1_0004_shutterstock_290587343-1-768x407@2x_1-1024x683.jpg 1024w, https:\/\/www.servsig.org\/wordpress\/wp-content\/uploads\/2016\/12\/track1_0004_shutterstock_290587343-1-768x407@2x_1.jpg 1221w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/>Guest article <\/em>by<em>\u00a0Vikas Mittal<\/em><\/p>\n<p>Healthcare is one of the fastest growing service sector in the U.S. and world economy. A vast majority of patients rely on getting healthcare services from their primary-care physician. Typically, physicians see their primary goal to be improve health outcomes for patients. The idea that there is a need to consider the full spectrum of overall satisfaction is something new to some healthcare providers who tend to be more clinically oriented.<\/p>\n<p>From a patient\u2019s perspective, both clinical outcomes, as well as satisfaction, with the care delivery process should affect healthcare. How might primary-care providers address these issues? This teaching note provides a satisfaction-based framework that can be used to address these issues.<\/p>\n<p><strong>What are the teaching objectives of this note?<\/strong><\/p>\n<p>This note accomplishes the following teaching objectives:<\/p>\n<ul>\n<li>Introduces the concept of patient-satisfaction-strategy-maps to students<\/li>\n<\/ul>\n<ul>\n<li>Summarizes evidence about the behavioral and clinical consequences of increased patient satisfaction<\/li>\n<\/ul>\n<ul>\n<li>Outlines the benefits of using a patient-satisfaction map<\/li>\n<\/ul>\n<ul>\n<li>Provides a theory-based model for measuring and understanding patient satisfaction\n<ul>\n<li>Excerpts from a patient satisfaction survey are included<\/li>\n<li>Results from the survey are described in detail for students to understand the full approach<\/li>\n<li>Step-by-step guidance to understand the model and draw managerial conclusions<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li>The note helps the reader to answer <strong>four <\/strong>strategic questions\n<ul>\n<li>What strategic areas have the highest importance weight in overall patient satisfaction?<\/li>\n<li>Within a specific strategic area, what attributes should be the focus of implementation and process improvement?<\/li>\n<li>What benefits accrue from overall patient satisfaction?<\/li>\n<li>What structural factors affect patient satisfaction?<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><strong>Where can I find the teaching note?<\/strong><\/p>\n<ul>\n<li>Students should individually download the teaching note (free) using the following SSRN link:\u00a0<a href=\"http:\/\/dx.doi.org\/10.2139\/ssrn.2756196\">http:\/\/dx.doi.org\/10.2139\/ssrn.2756196<\/a><\/li>\n<\/ul>\n<p><strong>What classes can benefit from the teaching note?<\/strong><\/p>\n<ul>\n<li>The note assumes knowledge of statistical analysis including:\n<ul>\n<li>Regression analysis<\/li>\n<li>Cross tabulations<\/li>\n<li>Calculating and comparing means<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li>The note may be used for:\n<ul>\n<li>MBA<\/li>\n<li>MPH (Masters in Public Health)<\/li>\n<li>Marketing Research\/ Marketing Analytics Master\u2019s Program<\/li>\n<li>Elective courses in undergraduate business programs<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n<li>The note may be used for the following courses:\n<ul>\n<li>Marketing Research<\/li>\n<li>Customer Analytics<\/li>\n<li>Healthcare Marketing<\/li>\n<li>Services Marketing<\/li>\n<li>Customer Satisfaction Management<\/li>\n<li>Consumer Behavior<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><strong>How can you structure class discussion and assignments?<\/strong><\/p>\n<p>After reading the teaching note, several issues may be discussed:<\/p>\n<ul>\n<li>How can a physician use the satisfaction-map to prioritize key strategic areas?\n<ol>\n<li>Understand the interplay of importance and performance using the IP charts<\/li>\n<\/ol>\n<\/li>\n<\/ul>\n<ul>\n<li>Within each strategic area, how can the satisfaction-map help to identify specific action attributes?<\/li>\n<li>What is the interplay between different components of overall patient satisfaction?\n<ol>\n<li>Should physicians focus on treating the patient, or should they focus on the peripheral aspects of care such as being polite, front-office management and so forth.<\/li>\n<li>What are some ethical issues and\/or professional dilemmas that may arise?<\/li>\n<\/ol>\n<\/li>\n<\/ul>\n<ul>\n<li>How, in your opinion, would the satisfaction-strategy map be different for healthcare areas such as:\n<ol>\n<li>Emergency medicine<\/li>\n<li>Oncology care<\/li>\n<li>Assisted-living facility<\/li>\n<\/ol>\n<\/li>\n<\/ul>\n<ul>\n<li>As documented in the note, there is research showing some association between patient satisfaction and health outcomes. How can this be used to make the larger case for improving patient satisfaction?<\/li>\n<\/ul>\n<p><a href=\"http:\/\/www.servsig.org\/wordpress\/2017\/01\/teaching-note-patient-satisfaction-strategy-map\/viki\/\" rel=\"attachment wp-att-4110\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-4110 alignleft\" src=\"http:\/\/www.servsig.org\/wordpress\/wp-content\/uploads\/2016\/12\/viki.png\" alt=\"viki\" width=\"110\" height=\"125\" \/><\/a><em>Vikas Mittal<\/em><\/p>\n<p><em>Professor at the Jones Graduate School of Business, Rice University.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Guest article by\u00a0Vikas Mittal Healthcare is one of the fastest growing service sector in the U.S. and world economy. A vast majority of patients rely on getting healthcare services from their primary-care physician. Typically, physicians see their primary goal to be improve health outcomes for patients. The idea that there is a need to consider [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":4347,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[10,13],"tags":[255,252,253,254],"_links":{"self":[{"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/posts\/4109"}],"collection":[{"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/comments?post=4109"}],"version-history":[{"count":5,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/posts\/4109\/revisions"}],"predecessor-version":[{"id":4384,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/posts\/4109\/revisions\/4384"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/media\/4347"}],"wp:attachment":[{"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/media?parent=4109"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/categories?post=4109"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.servsig.org\/wordpress\/wp-json\/wp\/v2\/tags?post=4109"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}