A recent article in the Mayo Clinic Magazine described how a hospital could improve patient satisfaction and provide better outcomes. It was reported that the majority of hospitals offered some information about these patient-focused touchpoints. But the scope and depth of such task automation were not widespread, and most solutions were either not convenient or cumbersome. According to this study, it’s clear that improving the patient experience through a patient-focused online portal can enhance patient satisfaction, especially during the current healthcare epidemic. In addition, this type of portal helps patients learn about available treatment options, which allows them to make informed decisions. However, given the pace of change, implementing this solution may require considerable time, effort, staff, and the ability to leverage existing technology and new applications fully.
To improving patient satisfaction experience, healthcare organizations must first work to understand their customers. Consumers are diverse, and therefore healthcare organizations must tailor their solutions to meet the needs of each specific client. Ensuring that the information provided is pertinent to the individual seeking care is critical, as well. In addition, engaging patients at every step of the healthcare journey – from application installation to treatment – is critical to building trust. By properly aligning company communications with patient interests, healthcare leaders can create an open dialogue about healthcare, building trust and increasing productivity and profit.
Patients expect various services when visiting a doctor’s office, and those services cannot be dismissed. The visit ends quickly and is less likely to be productive. According to the Mayo Clinic, improving service delivery is a critical factor in improving patient satisfaction and reducing uninsured patients. Improving service delivery begins with understanding the unique characteristics of healthcare consumers and what motivates them to utilize healthcare services. Following are some key areas to work on to improve patient experience:
o, Create an environment of safety and trust. According to research by gauging staff’s attitudes toward patients at a hospital, the first thing that most nurses know that all patients appreciate is cleanliness. Simple things such as ensuring that the floor is free of clutter can go a long way toward improving patient satisfaction. Nurses should also clean their equipment between patient visits. Keeping things neat and orderly helps patients feel welcome and well-cared for, which leads directly to higher patient satisfaction.
o, Train all healthcare workers to be accessible and friendly. According to the Survey of Healthcare Professionals, patient satisfaction increases when doctors and other employees are knowledgeable about their patients and willing to take the time to listen to them. This includes staff members who can answer patients’ questions quickly and efficiently. Employees who consistently make patients feel like their concerns are taken seriously help improve patient service, another critical factor in the healthcare industry.
o, Set standards and expectations. The quality of patient care is primarily determined by what healthcare workers can do and the atmosphere in which they work. According to the American Health Care Association, low morale is one of the top reasons patients turn to walk away from a doctor’s office or hospital. To enhance patient engagement and build positive patient experiences, healthcare organizations should set high standards for their employees. Establishing specific protocols for patient care, including training, hiring, evaluation and feedback, and encouragement for excellent performance, is essential to creating a positive patient experience.
o, Establish a value proposition. According to a recent study by BCG, nurses are the most valued “service provider” by patients. By providing a high-quality, low-cost service, nurses create a favorable climate for referrals to doctors. According to BCG, a substantial revenue stream is generated by routine visits to doctors, which provide an opportunity for future revenue from potential patients. Patient revenue for this kind of organization has a direct correlation with patient satisfaction.
o, Create or improve communication. Many hospitals offer online or phone-based access to patients’ electronic medical records. While online record-keeping has proven successful for some medical professionals, healthcare organizations should consider offering patients the option of visiting the hospital or office in person. Enabling patients to review and update their electronic records can directly impact physician productivity and encourage more patients to visit doctor’s offices for their regular checkups.