Capturing Patient Satisfaction in a Busy Clinical Practice: A Surgeon’s Perspective

As surgeons, our days are filled with long hours in the operating room, clinic appointments, and never-ending administrative tasks. Amid the flurry of clinical responsibilities, it can feel counterintuitive to prioritise patient satisfaction scores, especially when we’re already stretched thin. Many of us might view these metrics as ‘yet another box to tick’ or a potential source of frustration when patient expectations seem unreasonable. But I will argue that capturing patient satisfaction is not just ‘more bloody bureaucracy ‘- it’s a critical component of delivering high-quality care, one that can benefit our practice and even our own professional growth.

Why Patient Satisfaction Matters

As clinicians, we are often laser-focused on outcomes. Did the surgery go well? Did the patient recover without complications? These clinical markers are, of course, the cornerstone of our practice. 

Patient satisfaction scores provide a window into how patients perceive their care during this journey. They offer insights into areas that we might not consider in our daily practice but that greatly impact a patient's overall experience. Did we communicate well? Did the patient feel heard? Were their concerns addressed? These are aspects of care that can shape their trust in us, influence their recovery, and determine whether they would recommend us to others.

In a profession where reputation and patient referrals are paramount, how we make patients feel is just as important as the clinical outcomes we achieve. High patient satisfaction often translates into better patient retention, more referrals, and even a reduced risk of litigation. 

“Would your patients recommend you to family or friends?”

The Data Speaks Volumes

While patient satisfaction may feel like a ‘soft’ metric compared to hard clinical outcomes, evidence increasingly shows that these scores are linked to tangible benefits. Studies have consistently demonstrated that practices with higher patient satisfaction scores tend to have better clinical outcomes, lower readmission rates and higher staff engagement. Satisfied patients are more likely to adhere to postoperative instructions, attend follow-up appointments, and manage their chronic conditions effectively.

My personal experience

I have captured patient satisfaction with SurgicalPerformance PROMS for at least 2 years now. I ensure that I receive notification about all results because they help me manage patient relationships better. The number one benefit of this is my own happiness and satisfaction, but the additional upshot is that it goes a long way to further my professional reputation. 

Normally, my patients give me a 10 of 10. These scores are reassuring. But I get most value out of scores that are low and unexpected. This happens only a handful of times per year, but these patients are invaluable. They stop me in my tracks and make me listen up. I try to understand what could have gone wrong before I call my patient.  In some instances, a low score actually makes sense. 

For example, with a patient with a postoperative complication and with investigations that are ongoing. It is likely that the patient wants immediate answers that are coming but need more time. I can talk her through it and explain the circumstances (“we need to go step by step”). Or perhaps another health professional who saw the patient on my behalf promised to do something for her and then did not follow through. I can make up for that. 

Another personal example, a patient of mine gave me a 6 out of 10 on PROMS. She was (unbeknownst to me) disturbed by what I told her when I saw her on rounds on day 1 after her procedure. The low patient satisfaction score triggered me calling her. On the phone we could clarify the misunderstanding. Patients who were unhappy before, become happier than the usually satisfied patients. 

Objection! Patient responses are subjective and often unfounded!

One concern I hear sometimes from SurgicalPerformance users is that patient satisfaction scores are often subjective and may not reflect the quality of clinical care that has been provide to the patient. No doubt, it’s true that a patient may give a low score but has received great care. 

Another objection is that a patient may give low patient satisfaction scores based on a factor outside our control, such as long wait times. However, the question in SurgicalPerformance is framed to refer to the individual doctor. Hence, regardless of the reasons a patient chooses her score, I am still keen to be aware. Not being aware means the patient may speak with other people about her perceived experience, with me being none the wiser. 

Another concern is that collecting and acting on these scores is a waste of precious time. But in reality, the process in SurgicalPerformance is automated and electronic and the addition of PROMS surveys (that includes patient satisfaction) takes only 2 seconds. Surveys are automatically dispatched to patients and directly sent back to me. Less than wonderful patient relationships are far more taxing on a surgeon’s time and energy.

The big opportunity that should not be lost on any surgeon.

For surgeons like myself, capturing patient satisfaction is an opportunity for continuous improvement and reflection. Not capturing it, would be a huge opportunity lost. 

Listening to patient feedback has highlighted blind spots in my communication or interpersonal skills, areas that are just as critical to patient outcomes as our technical expertise in the operating room.

I’m not suggesting that patient satisfaction scores should be our primary focus. But I am advocating that we open ourselves for patients to be heard. And for a broader definition of success in our practice. It is commonly accepted that patients are unable to judge the perfection of our surgical technique—it’s also about ensuring that patients feel cared for, understood, and respected throughout their healthcare journey.

Incorporating patient satisfaction into our workflow doesn’t have to be burdensome. With the right systems in place, it can be an invaluable tool to help us refine our practice, develop our reputation and ultimately enhance the quality of care we provide.

I see patient satisfaction as an opportunity to grow, to better serve our patients, and to build a more successful practice.