Research Identifies Key Factors In Consumer Satisfaction With Inpatient Health Services

McKinsey Health research has identified 23 measures strongly correlated with consumer satisfaction with a hospital stay experience.  Some, but not all, of the measures are included in the standard Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) to assess patient satisfaction with a hospital stay.

The McKinsey research found that nurse and physician empathy, the cleanliness of the facility, patient information, and health care outcome and  were the most strongly correlated with consumer satisfaction.  Of these, patient information, and health care outcome are not included in the HCAHPS.   Overall, of the 23 consumer satisfaction measures identified in the McKinsey . . .