At Paladina Health we approach patient satisfaction differently. We don’t use healthcare industry benchmarks to set our targets because, frankly, patient satisfaction across our industry is far too low. Instead, we’ve studied leading, consumer companies such as Zappos, Nordstrom, Marriott and Apple and incorporated their best-practices into our service delivery model.
In 2001, the Institute of Medicine (IOM) released a detailed report, Crossing the Quality Chasm: a New Health System for the 21st Century, which examines the gap between what is considered good healthcare and the level of healthcare that people actually receive. According to the report, “The U.S. healthcare delivery system does not provide consistent, high quality medical care to all people.
"Instead of getting a call from a medical assistant with numbers saying 'don’t worry about it'...it was 'come back in, talk to the doctor, we’ll sit down for 30 minutes and talk about some things we can do about it,' which was refreshingly different."