Challenges in Accurately Measuring Patient Satisfaction Across Age Groups (Full Transcript)

Speaker 1: How satisfied were you when somebody says, very satisfied, what do you do with that information? The other problem with it is that there are quite large differences between patients' groups, between older people and younger people for example, in their tendency to be satisfied if you like. So what you would typically find is that older patients would say that they were satisfied with lower standards, and that's a problem. My advice would be very strongly not to try and do it on your own because it's a lot of work and there's quite a lot of detail in it. For example, it's not a good idea to give people questionnaires when they attend a clinic and expect them to complete the questionnaires then and there, because that may well skew the way that they respond to the questionnaire. They'll be aware that perhaps the nurse running the clinic will read this and that will influence what they say. Much better to send them confidentially a questionnaire at home at a different time and all of that, as you can see, means administration, names and addresses on databases, making sure that you're complying with data protection rules, all of these things. So it's a complicated business and I think it's not something to undertake entirely on your own.

Speaker 2: Patient experience. www.ottobock.com