Introduction

In recent years, patient satisfaction has become a critical quality indicator in healthcare. A high-specialty hospital in Mexico faced challenges with low patient satisfaction, which showed in frequent complaints about long waiting times, ineffective communication, and a lack of personalized care.

To tackle these issues, the hospital 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, the hospital gathered valuable insights. These insights helped develop targeted solutions aimed at improving patient perception.

This case study explains the process, the changes implemented, and the results obtained, showing how a data-driven approach can significantly transform the patient experience in healthcare.

Context and Initial Problem

The Central Hospital of Mexico City, a public institution with a high patient volume, received numerous reports of dissatisfaction in key areas during 2023:

• Long waiting times in outpatient consultations and emergency services.
• Poor communication between doctors and patients.
• Insufficient quality-of-life assessments for chronic disease patients.
• Lack of information about treatment side effects.

These problems led to patient frustration, affecting adherence to treatments. Consequently, the hospital administration needed precise data to identify which aspects required improvement and determine how to implement effective changes.

Strategy and Methodology

To address these challenges, the hospital partnered with PRO PHARMA RESEARCH ORGANIZATION, which designed a study focused on improving the patient experience.
The study followed several key phases:

1. Data Collection

The hospital designed and conducted patient satisfaction surveys, segmented by medical area and type of consultation. These surveys assessed:

• Perceived waiting times.
• The level of understanding of medical instructions.
• Access to information on treatment side effects.
• Patient perceptions of care provided by healthcare staff.
  Additionally, interviews with chronic patients helped assess their quality of life and treatment experiences.

2. Identification of Key Issues

The data revealed several crucial points:

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

Implementation of Improvements

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

• Optimization of Appointments and Reduction of Waiting Times
  The hospital introduced an online and telephone appointment system, which alleviated pressure at the reception and optimized scheduling. As a result, outpatient waiting times decreased by 30% within the first six months.
• Improvement of Doctor-Patient Communication
  Doctors and nurses underwent training in effective communication. They focused on clearly and empathetically explaining diagnoses and treatment plans. Additionally, the hospital created printed and digital guides with simplified information on common treatments. These guides were provided to patients after consultations.
• Quality-of-Life Assessment and Chronic Patient Follow-Up
  The hospital implemented a quality-of-life evaluation system for chronic disease patients. During each consultation, staff asked specific questions about the impact of treatment on the patients’ daily lives, enabling the hospital to adjust treatments based on individual needs.

Results and Conclusions

After 12 months of implementing these changes, the hospital saw significant improvements:

• Overall patient satisfaction increased by 40%.
• Waiting times were reduced by 30%, thanks to the appointment optimization system.
• Understanding of treatments improved, with the percentage of patients who fully understood medical instructions rising from 40% to 85%.
• Treatment adherence increased by 20%, with more chronic patients continuing their medication.

This case study demonstrates that improving patient satisfaction requires a data-driven approach. Strategies addressing key issues identified in the patient experience are essential. PRO PHARMA RESEARCH ORGANIZATION specializes in survey design, data collection, quality-of-life evaluation, and customized reporting, helping healthcare institutions enhance their services.

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