How to calculate patient satisfaction score: Step-by-step guide

Patient satisfaction is a critical metric in the healthcare industry, influencing everything from healthcare outcomes to provider reputation and patient loyalty. Just like customer experience (CX) metrics in other industries, patient satisfaction offers valuable insights into how well healthcare providers are meeting the needs and expectations of their patients. A higher patient satisfaction score reflects a positive patient experience that can result in long-term health outcomes and foster loyalty. 

While calculating a patient satisfaction score is straightforward, there are a few factors that can affect the accuracy and usefulness of the data. Understanding these nuances will help healthcare providers get the most meaningful insights from their patient satisfaction surveys.

In this guide, we’ll explain patient satisfaction scores from how to calculate them, to why they matter, industry benchmarks, and actionable strategies to improve them. Whether you work at a dermatology clinic, medical aesthetics services business, a dental practice, or any other healthcare provider, this guide will equip you with the tools to better measure and enhance patient satisfaction levels. 

What is a patient/customer satisfaction score?

A patient satisfaction score is a quantifiable measure of patients’ perceptions of their healthcare experiences. This score helps healthcare providers understand how well they meet patient expectations and identify areas for improvement.

Key components of patient satisfaction

Several key components contribute to overall patient satisfaction, including:

• Communication with doctors/nurses: Effective communication is crucial in healthcare settings. Patients expect their healthcare providers to be attentive when listening, answer questions clearly, and explain procedures and treatments clearly and in an accessible manner. Positive interactions with medical staff can significantly enhance the patient experience and build trust.
  
  
• Facility cleanliness: The cleanliness and maintenance of healthcare facilities play a vital role in overall satisfaction. A clean and well-maintained environment fosters a sense of safety and comfort, making patients feel more at ease during their visits.
  
  
• Wait times: Long wait times can negatively impact patient satisfaction. Patients appreciate timely service and short wait times in the waiting room and the exam room alike.

Patient satisfaction scores are more than just numbers; they reflect the quality of care provided, the overall patient experience, and emotional aspects of every visit. By focusing on these core components first, healthcare providers can better understand and improve their services, ultimately leading to higher patient satisfaction scores, reduced churn, and a healthier bottom line. 

How to calculate patient satisfaction score

Calculating patient satisfaction scores involves averaging responses to key survey questions, typically scored on a rating scale of 1 to 5 or 1 to 10. This process provides a clear picture of how patients perceive their experiences and helps highlight areas for improvement across the customer journey. 

Example calculation - patient satisfaction survey

Let’s consider the example of a hospital sending a survey with three key questions related to patient satisfaction. Each question is rated on a 1 to 5 scale, where 1 represents "very dissatisfied" and 5 represents "very satisfied." The questions are as follows:

1. How would you rate communication with your doctor?
2. How would you rate the cleanliness of the facility?
3. How would you rate your overall experience?

Survey results: 

Here’s a table showing the survey responses from five patients:

Step 1: Calculate the average for each question

To calculate the average score for each question, sum the responses and divide by the total number of responses. 

Communication average: 

Average = (4+5+3+4+5) = 21 / 5 = 4.2

Cleanliness average: 

Average = (5+4+3+4+5) = 21 / 5 = 4.2

Overall average experience: 

Average = (5+4+3+5+4) / 5  = 4.2

Step 2: Calculate the overall patient satisfaction score

To calculate the overall patient satisfaction score, you can take the average of the averages:

Overall patient satisfaction score: 

4.2 + 4.2 + 4.2 = 12.6 / 3 = 4.2

Optional: Weighting

If certain questions are deemed more critical than others, you can apply weighting to the scores before calculating the overall patient satisfaction score. For instance, if communication is twice as important as the other questions, you could assign a weight of 2 to the communication score, and 1 to the cleanliness and overall experience scores. The score calculation would then look like this:

Weighted overall score: 

(4.2 x 2) + (4.2 x 1) + (4.2 x 1) / (2 + 1 + 1) = 8.4 + 4.2 + 4.2 / 5 = 16.8/4 = 4.2 

By using this method, healthcare providers can effectively calculate and analyze patient satisfaction scores to drive improvements in their services.

Using net promoter score (NPS)

Many practices also use net promoter score (NPS) for measuring patient satisfaction and loyalty. By asking patients a simple question — how likely they are to recommend the practice to others — practices gain a clear picture of how well they’re meeting patient expectations. Responses to the NPS question can be segmented into promoters (satisfied customers), passives (neutral), and detractors (dissatisfied customers). Over time, tracking NPS trends can highlight patterns, inform service enhancements, and ultimately contribute to building stronger patient relationships and a positive reputation in the community.

Benchmarks for patient satisfaction scores

Understanding the benchmarks for patient satisfaction scores is essential for healthcare providers looking to assess their performance relative to peers and identify areas for improvement. By comparing scores with similar institutions, providers can gain valuable insights into their strengths and weaknesses in delivering patient care.

Average patient satisfaction scores

One significant benchmark comes from the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) scores. According to HCAHPS, the average score across nearly 3,300 U.S. hospitals is 3.33 out of 5. This average serves as a useful reference point for healthcare providers looking to evaluate their patient satisfaction performance.

The importance of peer comparison

Comparing patient satisfaction scores with peer institutions can help provide a relative benchmark for success. For example, a hospital might discover that while its overall patient satisfaction score is 4.0, peer institutions in the same region or specialty are achieving scores closer to 4.5. This information can drive targeted efforts to improve service quality and patient experiences.

When establishing benchmarks, it's important to consider factors such as:

• Facility type: Scores can vary significantly between private and public hospitals. Private facilities may have different resources and patient expectations compared to public ones.
  
  
• Region: Regional differences can impact patient satisfaction scores due to varying healthcare standards, cultural expectations, and even socioeconomic factors.
  
  
• Specialty: Specialty hospitals (e.g., cardiac care, oncology) may have different benchmarks compared to general hospitals, as the patient experience can vary based on the complexity and type of care provided.

By contextualizing patient satisfaction scores within these benchmarks, you can more effectively identify where you stand in the landscape of patient care, set realistic improvement goals, and ultimately enhance the overall patient experience.

How to collect patient feedback

Collecting patient feedback is crucial for understanding experiences and improving the quality of care. Surveys are typically distributed post-visit to gather insights while the experience is still fresh in patients' minds. 

Here are several effective methods and channels for collecting patient feedback:

• Surveys/questionnaire (email or SMS): Surveys are among the most popular and effective methods for collecting feedback. By sending surveys via email or SMS, you can easily reach patients and gather insights conveniently. This approach is often more scalable and cost-effective, resulting in higher response rates and real-time data collection. You can use metrics like NPS, CSAT and/or patient satisfaction score to measure success.
  
  
• On-site feedback kiosks: Placing feedback kiosks in waiting areas or near exits allows patients to provide immediate feedback before they leave the facility. While this method can encourage participation from those who may not respond to post-visit surveys, it’s a more difficult measure to analyze and act upon feedback at scale.
  
  
• Phone interviews: Conducting phone interviews can yield in-depth feedback and allow for follow-up questions. While more time-consuming, this method can provide richer insights into patient experiences.
  
  
• Patient portals: Many healthcare facilities have patient portals that allow patients to access their health information. These portals can also serve as platforms for collecting feedback, making it easy for patients to share their experiences during or after their visits.

For a more comprehensive overview of collecting feedback, check out our Ultimate guide to collecting customer feedback.

Choosing the right method

It's important to note that some methods for collecting patient feedback are more effective and efficient than others. For example, email and SMS surveys tend to be the most effective options. They offer convenience, scalability, and cost-effectiveness, which leads to higher response rates. Plus, they allow for real-time data collection, enabling healthcare providers to respond quickly to patient concerns and implement improvements based on immediate feedback. 

Why you should care about patient satisfaction scores

Patient satisfaction scores are more than just numbers, they provide valuable insights into the quality of care patients receive. By truly understanding these scores and what drives them, healthcare providers can make informed decisions to improve services and enhance patient outcomes.

Patient retention and loyalty

High patient satisfaction scores correlate with increased patient retention and loyalty. When patients feel heard and valued, they are more likely to return for future care and recommend the facility to family and friends. Building a loyal patient base not only fosters trust but also contributes to long-term success for healthcare providers.

Data-driven decision making

Patient satisfaction scores offer a wealth of data that healthcare providers can leverage to make informed decisions about service improvements. By analyzing feedback and trends, organizations can identify areas that require attention and allocate resources effectively. 

Increased reimbursement

Many reimbursement models, including value-based care, tie funding to patient satisfaction scores. Higher scores can lead to better reimbursement rates from insurance companies and government programs, enabling healthcare providers to sustain and expand their services. 

Compliance and accreditation

Patient satisfaction scores are often a component of compliance and accreditation requirements for healthcare organizations. Regulatory bodies evaluate these scores to ensure that facilities meet certain standards of care. By actively monitoring and improving patient satisfaction, providers can maintain compliance and achieve necessary accreditations.

Reduced legal risks

High patient satisfaction scores can help mitigate legal risks for healthcare providers. Satisfied patients are less likely to pursue legal action or file complaints, which can lead to costly litigation. By focusing on delivering excellent care and addressing patient concerns, healthcare organizations can foster a safer environment for both patients and staff.

How to improve patient satisfaction scores

The primary purpose of collecting patient feedback and tracking key performance indicators (KPIs) like patient satisfaction scores is to improve service over time. By taking actionable steps based on feedback, you can enhance the patient experience and drive better outcomes. 

Here are some effective strategies to improve patient satisfaction scores:

Measure consistently

Historically, healthcare providers have collected patient feedback inconsistently and infrequently. This often means that by the time the feedback is put into action, patient preferences have already changed. Consistent measurement allows healthcare providers to benchmark their performance, monitor the effectiveness of improvements, and make data-driven decisions based on patient needs as they evolve. Establishing a consistent routine for collecting feedback ensures that patient voices are continuously heard. 

Identify specific pain points

Understanding the specific pain points that patients experience is key to enhancing satisfaction scores. Analyzing feedback allows you to pinpoint areas of concern, such as long wait times or communication issues, and address them directly. This targeted approach helps to create a more positive experience for patients.

Set targeted goals

Establishing clear, targeted goals based on patient feedback can help focus improvement efforts. Goals should be specific, measurable, achievable, relevant, and time-bound (SMART) to ensure that teams can effectively track their progress. Setting these goals empowers staff to work collaboratively toward common objectives and fosters accountability.

Conduct root cause analysis

When issues arise, conducting a root cause analysis can help uncover the underlying problems affecting patient satisfaction. Advanced technology such as AI can help to analyze large volumes of feedback and identify these patterns at scale. 

Prioritize high-impact opportunities first

Not all improvements will have the same impact on patient satisfaction scores. Prioritizing high-impact opportunities allows healthcare providers to focus their resources where they can make the most significant difference. 

Work cross-functionally

Improving patient satisfaction requires collaboration across various departments within a healthcare organization. Engaging staff from clinical, frontline, administrative, and support teams creates a comprehensive approach to enhancing the patient experience. 

Engage staff with results and action plans

Involving staff in understanding patient feedback and results is crucial for fostering a culture of continuous improvement. By sharing insights and action plans, healthcare providers can motivate staff to take ownership of their roles in enhancing patient satisfaction. Engaged employees are more likely to deliver high-quality care, ultimately benefiting patients.

Measure and improve patient satisfaction with AskNicely

Customer feedback plays a critical role in calculating and improving patient satisfaction scores. By actively seeking out and analyzing feedback, healthcare providers can make informed decisions that enhance the patient experience and drive better outcomes.

AskNicely is a leading patient experience platform trusted by dozens of healthcare providers, including notable organizations like Schweiger Dermatology Group and Delta Dental. Our platform empowers healthcare organizations to collect and act on patient feedback seamlessly, ensuring that patient voices are heard and addressed effectively.

“We chose AskNicely versus something more traditional in healthcare. It helps spot trends that may seem like one-off incidents or track positive trends” — Julie Gessin, Chief Operating Officer, Schweiger Dermatology Group 

Designed for ease of use and scalability, AskNicely enables healthcare providers to collect real-time feedback across multiple channels, such as email and SMS. 

Our features include automated workflows that prioritize insights, employee engagement through actionable feedback loops, and customizable surveys that reduce fatigue while enhancing response rates. By integrating with over 100 existing tools, AskNicely ensures that your patient experience initiatives can scale efficiently across teams and systems.

Learn more about how you can make every patient experience awesome here.