Positive patient experience ranks in high power similarly to great customer service. They are both beneficial practices for customers and the business, and as in this case, for patients and healthcare professionals. Gone are the days where top healthcare practices were the sole reason for running a leading healthcare establishment. Patients now value their health as they do the whole experience your professionals and the hospital provide to them. The changes you make and the activities you currently carry out play a big part in how your patients feel and your hospital’s patient retention ability.
A patient’s experience begins from the moment their search for a doctor commences until they are sickness-free. Therefore, it is best if you strive to better the experience every step along the way to make a lasting impression and retain the patient. Here are some ways to improve your patients’ experience.
Have an Online Presence
An online presence is the first impression of your brand to existing and potential patients. It could incorporate your official hospital website, local directory files, and social media channels such as Emails or Facebook. Your online presence should focus on sharing information on your services and health-related issues such as medical billing services with clarity. It is also the best way to encourage or attract prospective patients to reach out and contact the hospital.
Investing in a visual appeal will give a sense of familiarity to the patients even before deciding to come to your hospital. Another great way to entice potential patients and establish trust is by including testimonials from your current patients.
Reminders on Appointments
Hospital visits can be tedious, scary, and even forgettable for busier patients. Therefore, encourage communication and show value to your patient’s time and health through appointment reminders. A bearable way to do that is via SMS or email with patients who have already scheduled their doctor appointments. However, you should note that too many reminders may seem intrusive and aggravate any anxieties the patient may have.
Minimize Waiting Periods
One of the major complaints with patients is the waiting time before their doctor’s appointment. Thus, you must ensure you have a stable schedule and patient flow unless in the case of emergencies. Avoid booking too many patients in a tight schedule or close times. If some appointments take longer than usual, reach out to other patients and ask them to come to a while later.
Having paperwork online can also help reduce the long boring waits or rush for your patients. Forms for online filling and printing help the patient talk to the healthcare professionals quicker.
Have a Friendly, Hospitable, and Considerate Reception Team
Your front door desk team is key to the first interaction with your patients. Whether through phone calls, emails, or physical interaction. Ensure the reception team greets the patients courteously and seeks to provide impactful help to the patient’s needs. Interest in your patient helps set the tone of how important they are—a great way to establish confidence and trust within the patient.
Keep the Property Clean
A dirty hospital goes against the objective of providing top healthcare services. Unclean areas may worry patients on equipment sterilization or unclean healthcare professionals. It is a sure way to deter patients from your services and brand. While it is general that all areas stay clean, pay closer attention to:
- Your waiting room
- Bathroom and its products such as toilet rolls, towels, sanitizers, and soap
- Paperwork
- The scents or odors present in the air
Engage the Patients in their Care and Experience
Communication between the healthcare givers and patients is crucial to their overall experience. Involving a patient makes them feel more comfortable, appreciated, and secure. Always ensure you refer to the patient by name and engage them on their health issues and hospital experience.
Follow Up on Patient After Appointment
After working out health solutions and instructions, talk to your patient about their visit. Make notes on positive suggestions towards a better experience. That will resonate with an idea of positive change if the patient needs to visit at another time.
Factor In Caretakers in any Health Discussions
If a patient came with a responsible loved one they don’t mind sharing health information with, include them in any discussions. Discussions with you, your patient, and their guardian can be more calming and less stress-inducing.
Respond and Engage Online Feedback
The digital age allows for freedom of expression, which could prompt online feedback, both good and bad. It is essential that you offer reasonable responses to such feedback to establish trust among potential patients. In addition, your online statements should always be in line with regulations of the Healthcare Insurance Portability and Accountability Act (HIPAA).
Don’t make a common healthcare mistake and assume that patients’ experience comes second to their health conditions. Instead, treat both activities equally and watch your patient retention and appointments bloom. Be empathetic and take a patient’s place and see ways you can better their experience.
