What is the Difference between Patient Perception and Patient Satisfaction?
It’s a matter of perspective. Patient satisfaction is the patient’s perception of the degree to which their requirements have been met. Patient perception is checking if the organization has met patient requirements, and one of the ways to do this is by measuring patient satisfaction.
The quality of goods or a service (or at least a patient’s perception of it) can be significantly influenced by the patient’s expectations from the product or service, which in turn, can be founded on a number of assumptions. Many assumptions made by patients are based on insufficient knowledge or misconceptions, yet, they have a major impact on how quality is perceived. So, “patient satisfaction” – which is one of the outcomes from the buying process or transaction – is influenced by the “patient’s perception” of a number of factors such as the actual “product”, the service provided, the physical delivery, the way the order was taken etc.
“There is no such thing as an immaculate perception. What you see depends upon what you thought before you looked”.- Myron Tribus, former director of the Centre for Advanced Engineering Study at MIT.
In a survey conducted by Dimensional Research and sponsored by ZenDesk of more than 1,000 individuals who have had experiences with the customer service of a mid-sized company, found that Bad Customer Service Interactions are more likely to be shared than good ones. 95% of respondents who have had a bad experience said they told someone about it, compared to 87% who shared a good experience. In fact, bad experiences were more likely to be shared across each of the social circles identified. Friends or family (in person) were most commonly told, by 81% of those with bad experiences and 72% with good experiences, followed by coworkers (in person – 57% and 40%; respectively).