How Implementing a Virtual Survey Can Improve Satisfaction in VA Medical Centers

Julia Wolinsky, OTR/L, Client Success Manager

In the world of healthcare, evaluating the quality of care is increasingly centered around two pivotal metrics: patient experience and patient satisfaction. However, these terms are often used interchangeably, even in academic literature, when in reality, they each represent distinct concepts in healthcare delivery. This can lead to misunderstandings about what truly impacts the quality of care. Differentiating between the two enables healthcare leaders to gather meaningful data to enhance care quality and meet hospital objectives while ensuring patient satisfaction.

The Difference Between Patient Experience and Patient Satisfaction

Patient experience encompasses all interactions a patient has with healthcare providers, from when you enter a healthcare facility to treatment by medical professionals. It evaluates whether care delivery aligns with established standards. Measuring patient experience focuses on assessing whether the expected healthcare procedures were executed as planned. This evaluation is objective, concentrating on the consistency and standardization of healthcare delivery.

Conversely, patient satisfaction gauges whether a patient’s expectations of healthcare were met. It is inherently subjective; two individuals receiving identical care can report astonishingly different satisfaction levels based on their individual expectations and perceptions. It reflects whether those personal expectations were met post-treatment. 

​​In essence, patient satisfaction is subjective and often personal, whereas patient experience is an objective assessment against defined care standards. 

Observing and Reporting Patient Satisfaction in VA Medical Centers

Consider the insights shared by the Associate Chief Nurse of Perioperative Services – Ambulatory Care, who previously worked in a private hospital setting. In her prior experience, routine patient satisfaction rounding was a standard practice. In her new role at a Northeastern Veteran Affairs Medical Center, however, she identified a gap—there were no existing rounding tools, which led her to innovate by creating a form on Teams for this purpose. While the data collection method initially posed challenges, particularly with readability in Excel spreadsheets, it did result in a noticeable decline in patient complaints once rounding commenced.

Recognizing the need for a more efficient and insightful tool, the Associate Chief Nurse was immediately interested in the GetWell Rounds+ solution. Rounds+ presents a significant advancement in capturing the Veteran healthcare experience, allowing staff to transition from reactive problem-solving to proactive patient care. In order to enhance the patient satisfaction reporting within the facility, the champion quickly identified key features of the platform that offered clear value and time saving for the entire Perioperative Service department including:

• Comprehensive Surveys: Customized patient satisfaction surveys that provide a deeper understanding of patient expectations and experiences.
• User-Friendly Tools: iPads for bedside survey completion, making it convenient for staff to gather real-time feedback from Veterans
• Accessible Reporting: Weekly reports are easy to interpret and share, empowering staff with actionable insights.
• Ongoing Support: On-site training for staff to maximize the tool’s potential, along with continuous support from a Get Well Client Success Manager (CSM).

Figure 1: Screenshot of the user experience Veteran patients engage with via bedside iPads.

Following implementation of the Rounds+ platform, the Associate Chief Nurse had incredibly positive feedback: 

“First I want to express my appreciation for the outstanding application your [Get Well] team has created to gather patient experience in the Perioperative service. The application is truly impressive as it is user-friendly, efficient and captures valuable insights from our patients. Our team has found it incredibly useful in understanding patient needs and identifying areas for improvement. This design and functionality have made it much easier to collect and analyze feedback, ensuring that we can continually enhance the quality of care we provide.”

Shakila Lewis, MSN, RN
Associate Chief Nurse of Perioperative Services – Ambulatory Care 

Conclusion

For Veteran health leaders, understanding the nuanced differences between patient experience and satisfaction is key to delivering superior care. By leveraging digital healthcare delivery tools like Rounds+, providers can gain valuable insights, ensuring that the care they provide not only meets but exceeds the standards and expectations of Veteran patients. Engaging proactively with patient feedback not only enhances satisfaction but also fortifies the overall healthcare experience. 

Get Well is honored to enable the continuous delivery and improvement of quality care for Veteran patients with our VA Medical Center partners. Learn more about how Get Well enables Veteran Health initiatives through digital patient engagement at our website: https://www.getwellnetwork.com/veteran-patient-education-software/