December 17, 2020

4 Pillars of Patient Satisfaction

by Sally Hammer

Patient satisfaction is the backbone of organic practice growth. It’s what brings patients back and drives referrals. As I mentioned in last week’s post, we estimate that the average customer tells NINE others about a business after a positive experience.

Imagine the opportunity!

patient satisfaction
By delivering quality care with a focus on patient satisfaction, you make the most meaningful investment in the future of your business.
When you don’t know where to start, it can be overwhelming to unravel and understand what drives patient satisfaction. To make it simpler, we’ve boiled patient satisfaction down into four main pillars: Environment, Expectations, Care, and Value.


Cultivate a Comfortable Environment
Practice environment makes or breaks a first impression. This includes two main components: physical atmosphere and the attitude of you and your team.

Physical atmosphere is perhaps more straightforward: ensure your space is clean, warm, and inviting. You want your clients to feel safe and relaxed in your office. If your practice is mobile or telehealth, even better! There’s no place like home.

Secondly, ensure that the attitudes of your staff and practitioners follow suit. This means taking good care of your team and facilitating mutual respect. Every member of your team should be enthusiastic about your practice and mission! This attitude should rub off on your patients, conveying a positive outlook on their overall patient journey.


Manage Patient Expectations
Unreasonable expectations will ruin your shot at achieving patient satisfaction. It doesn’t matter what you deliver if it’s less than expected. For this reason, you MUST prioritize clear expectation setting with your patients. For an entire post dedicated to this topic, check out “9 Steps to Expectation Setting with Your PT Patients.”


Practice Patient-centered Healthcare
None of us enjoy feeling like we’re being passed through a machine. Unfortunately, too much of healthcare neglects the individual and emotional needs of patients, leaving them to feel this very way. Patient-centered healthcare looks at each patient as an individual and emphasizes patient engagement. Want to dive further into patient engagement? See PtEverywhere’s “2021 Guide to Patient Engagement.”


Deliver Value-based Service
PtEverywhere was founded with the objective of helping physical therapy practice owners scale the profitability of their cash based practices.

I’m NOT saying that you should ever undercharge for your services. What I am suggesting is that you take steps to reinforce with your clients the value in the treatment they’re receiving. In large part, this means organizing your PT practice with a focus on partnering with patients to help them achieve their goals while optimizing movement, strength, range of motion, and general wellness. Let this serve as a call to provide holistic, sustainable care!

As always, PtEverywhere is here to help! We are eager to pursue patient satisfaction together. Click here to learn more about how PtEverywhere can streamline your practice management and enhance the patient experience.

PT patient referrals