Stages of Patient Frustration and Satisfaction

Earlier this month, I gave a presentation to about 65 residents and other doctors on “Roles in Patient-Doctor Relationships: Seeing Both Sides.”

This is the third post:

• • • Doctors’ Roles and Responsibilities (including doctor morale)
    • Patients’ Roles and Responsibilities (and what doctors wish patients knew)
    • Stages of Patient Frustration and Satisfaction
    • Doctor Actions Improving Patient Relationships
    • Patient Actions Improving Doctor Relationships
    • We’re Not There Yet on Doctor-Patient Relationships

Consider this example regarding patient frustration and satisfaction. According to SCI Solutions:

“As patients become more accustomed to taking care of so many things online, such as scheduling mammograms, it’s more important than ever to provide a convenient patient experience. This infographic highlights the five stages of frustration patients experience today and the five stages of satisfaction they experience when patient access is centralized.”

Click the image for a larger version.