With where our economy is today, medical care and hospital facilities are feeling the full force of high inflation. Ironically, rather than trimming fat to shore up their bottom lines, some visionary medical facilities have opted instead to reinvest in improving the quality of their patient experience. Why?
An Accenture study shows that superior customer experience equates to 50% higher net margins than the average for hospitals in the United States. Further, 82 percent of patients rank quality customer service as their guide when picking care.
One way healthcare organizations are improving customer care is through Instant feedback tools supported by AI technology that offers insights into patients’ experiences. Would AI tools reveal whether patients receive care promptly, the staff’s mannerisms, or if the patients had lousy experiences, including long wait times and bad attitudes? When diagnosing these issues, hospital executives can snap into action to resolve them systematically, leaving nothing to fall outside the window concerning patient care.
Further, there are five other ways for any hospital to improve its patient experience and, hence, its bottom line:
Customized Patient Care
Hospitals can improve patient experiences through personalized care based on needs and preferences. This includes treatment plans tailored accordingly, follow-up calls, and one-on-one conversations. Patients feel more considered and understood when they are treated for their unique needs, achieving higher patient satisfaction and loyalty.
Improved Channels of Communication
Effective communication in an environment such as a healthcare setup is paramount. Suggestions include secure messaging applications and patient portals, which offer user-friendly ways of communication that allow easy access to a patient’s health information at any time with minimal effort in the hospital. This promotes stress-free communication between the patient and the healthcare provider. Clear and consistent communication reduces patient anxiety and improves overall satisfaction.
Streamlined Administrative Processes
Reducing administrative burdens lightens up the patient’s experience. Hospitals can use EHRs with other digitally enabled tools to make scheduling, billing, and recordkeeping much more accessible for patients. In effect, such improved administrative tasks within a hospital mean less time, fewer medical errors, better care coordination systems, and a heightened positive experience for the patient.
Comfortable and Welcoming Environment
The physical structure is a driver of patient perceptions inside the hospital. Investing in improving waiting areas, patient rooms, and common spaces makes the atmosphere more welcoming and comfortable for patients, helping to reduce tension. Among some factors that could impact patients’ feelings most during their hospital stay include soothing colors, comfortable furniture, TV displays, and access to natural light.
Training and development of employees
Compassionate, well-trained staff would contribute to providing excellent patient care. Therefore, hospitals must frequently train and develop their employees to make them competent, both in their knowledge of the medical field and in their soft skills when meeting patients. A knowing and kind staff can make the patient more comfortable, which can result in better overall experiences.
Finally, with these fundamental approaches, hospitals have the chance to increase patient care quality, improving their bottom line. Investing in patient-centered care will likely bring loyalty and a good reputation, the two most valuable factors today in a competitive healthcare marketplace. Improving patient experience is a winning strategy that provides top-quality patient service while improving hospital profitability.
