Why has CommonSpirit Health's patient satisfaction score for its outpatient services declined from 4.2 to 3.7 in the last quarter?

Introduction

CommonSpirit Health's outpatient services patient satisfaction score decline from 4.2 to 3.7 in the last quarter is a significant issue that requires immediate attention. This analysis will systematically identify, validate, and address the root cause while considering both short-term and long-term implications for the organization's patient care quality and reputation.

I'll approach this problem by first clarifying key details, ruling out external factors, understanding the product and user journey, breaking down the metric, gathering relevant data, forming hypotheses, conducting root cause analysis, and finally proposing validation methods and next steps.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might have been recent changes to the outpatient services. Have there been any significant operational or procedural changes in the last quarter?

Why it matters: Recent changes could directly impact patient satisfaction. Expected answer: Yes, there have been some changes to appointment scheduling. Impact on approach: If confirmed, I'd focus on analyzing the impact of these changes.

• Considering the scale of the drop, I'm wondering about the sample size. Has there been any change in the number of patients surveyed or the survey methodology?

Why it matters: Changes in data collection could skew results. Expected answer: No changes to the survey process. Impact on approach: If unchanged, I'd focus on actual patient experience factors.

• Given the healthcare context, I'm curious about staffing levels. Has there been any significant turnover or shortage of medical staff in the outpatient departments?

Why it matters: Staff changes can greatly affect patient experience. Expected answer: Some departments have experienced higher than usual turnover. Impact on approach: I'd investigate the correlation between staff turnover and satisfaction scores.

• Considering potential external factors, have there been any changes in insurance coverage or reimbursement policies that might affect patient satisfaction?

Why it matters: Financial aspects can influence overall patient satisfaction. Expected answer: No major changes in insurance or reimbursement policies. Impact on approach: If confirmed, I'd focus more on internal factors affecting satisfaction.