Every year during Patient Experience Week, SurveyVitals takes the opportunity to express our gratitude for our clients who partner with us to improve the quality of care for their patients. This week, we recognize the unprecedented challenges that arose in the past year as a result of COVID-19.
Healthcare organizations encountered obstacles unlike ever before due to the public health emergency. In office-based practices, access to care was affected by staff shortages and patient apprehension about exposure to COVID-19. While clinicians experienced a significant rise in burnout, patient-reported wellbeing also declined.
Despite these challenges, patient experience scores for office-based care surprisingly increased in all areas in 2020. Last year, there was a 22% increase over 2019 in the number of patient text comments expressing thanks to healthcare providers and staff.
Between increased patient experience scores and positive patient comments related to COVID-19, it appears patients recognize and appreciate that healthcare providers and staff are dedicated to keeping patients safe and healthy despite the significant challenges they have faced over the past year.
Anesthesia providers faced their own set of challenges in 2020. Similar to office-based practices, they were also affected by staff shortages and burnout. They also faced mass surgery cancellations and increased anxiety among patients, and were interacting with patients without family members or caregivers there to help.
Even under these circumstances, patient experience scores for anesthesia were higher in 2020 than in 2019. Anesthesia providers played a unique role in the patient experience; they formed special bonds with patients who were alone and vulnerable. Many patients referred to their anesthesia providers as “like a friend” or “like family.”
SurveyVitals makes it easy to understand patient perspectives with patient experience survey scores and comments. Click here to learn more.