Introduction

In recent years, patient satisfaction has become a key quality indicator in healthcare. A high-specialty hospital in Mexico was experiencing low patient satisfaction, reflected in frequent complaints about long waiting times, ineffective communication, and a lack of personalized care.

To address this issue, the institution decided to conduct a comprehensive study using specialized research on patient satisfaction, with the support of PRO PHARMA RESEARCH ORGANIZATION. Through custom-designed surveys, structured data collection, and quality-of-life assessments, valuable insights were gathered, allowing for the development of effective solutions to improve patient perception.

This case study details the process followed, the changes implemented, and the results obtained, demonstrating how a data-driven approach can transform the patient experience in the healthcare sector.

Context and Initial Problem

The Central Hospital of Mexico City, a public hospital with a high patient influx, received multiple reports of patient dissatisfaction in key areas in 2023:

• Long waiting times in outpatient consultations and emergency services.
• Lack of effective communication between doctors and patients.
• Limited quality-of-life assessment for chronic disease patients.
• Lack of information on treatment side effects.

These issues caused frustration among patients and affected treatment adherence. The hospital administration needed precise data to understand which aspects required improvement and how to implement effective changes.

Strategy and Methodology

To tackle the issue, the hospital partnered with PRO PHARMA RESEARCH ORGANIZATION, which designed a study focused on the patient experience.

The study followed these key phases:

1. Data Collection

Patient satisfaction surveys were designed and conducted, segmented by medical area and type of consultation. These surveys assessed:

• Perceived waiting times.
• Level of understanding of medical instructions.
• Accessibility of information on treatment side effects.
• Perception of care provided by healthcare staff.

Additionally, interviews with chronic patients were conducted to evaluate their quality of life and treatment experience.

2. Identification of Key Issues

The data revealed that:

• 75% of patients considered waiting times unacceptable.
• 60% of patients reported not fully understanding medical instructions.
• 50% of chronic patients were unaware of their medication’s side effects.
• 45% of respondents felt that the medical staff’s attitude needed improvement.

3.    Implementation of Improvements

Based on these findings, three key measures were implemented to enhance patient satisfaction:

A.   Optimization of Appointments and Reduction of Waiting Times

An online and telephone appointment system was introduced, reducing overload at the hospital reception and optimizing consultation scheduling.

As a result, outpatient waiting times decreased by 30% within the first six months.

B.   Improving Doctor-Patient Communication

Doctors and nurses received training in effective communication, emphasizing the importance of explaining diagnoses and treatments in a clear and empathetic manner.

Additionally, printed and digital guides were created with simplified information about common treatments, which were provided to patients after their consultations.

C.   Quality-of-Life Assessment and Chronic Patient Follow-Up

A quality-of-life evaluation system was introduced for chronic disease patients. Each consultation included specific questions regarding the impact of treatment on their daily well-being, allowing for personalized adjustments to their treatments.

Results and Conclusions

After 12 months of implementation, the hospital observed significant improvements:

• Overall patient satisfaction increased by 40%.
• Waiting times were reduced by 30% thanks to appointment optimization.
• Better understanding of treatments: the number of patients who reported fully understanding medical instructions increased from 40% to 85%.
• Higher treatment adherence: chronic patients who previously abandoned their medication showed a 20% improvement in treatment continuity.

This case study demonstrates that improving patient satisfaction requires a data-driven approach, with specific strategies that address key issues identified in the patient experience.

PRO PHARMA RESEARCH ORGANIZATION provides solutions for survey design, data collection, quality-of-life evaluation, and customized reporting for healthcare institutions aiming to improve their services.

Contact us for more information and gain access to our specialized services.

contacto@propharmaresearch.com