Creating the Best Patient Experience in Healthcare
At the heart of every healthcare journey lies the patient experience- a crucial aspect that impacts satisfaction, engagement, and outcomes. Improving patient experience and satisfaction in healthcare involves a combination of strategies, tips and tricks. “The desire for instant access, round-the-clock accessibility and fast turnaround will be the norm by 2026, driven in particular by millennials”(Hatch, 2018). Customer expectations will always be changing but the need for good customer engagement and satisfaction will remain constant. From effective communication to the use of digital tools, we explore the approaches that contribute to creating a supportive, respectful, and patient-centered healthcare environment.
The 4 Key Pillars
In order to fully understand how to keep patients satisfied and engaged, we must dive into the foundation of a good patient experience. This foundation is built upon 4 key pillars: empathy, staff, process, and outcomes.
Empathy involves demonstrating understanding and care for all patients. When patients feel cared for and have a level of trust with a practice, it significantly enhances their overall satisfaction with the care they receive.
Staff interactions play a large role in shaping patient experience. Well trained staff who demonstrate clear communication and respectful treatment will help maintain a positive environment.
When patients encounter smooth and efficient processes, they experience less frustration and are more satisfied with the care they receive. From reducing wait times and ensuring to minimizing paperwork, well-designed processes will ensure a good patient experience.
When patients achieve their desired health goals and outcomes, they view their healthcare journey as successful and worthwhile.
Ways to Improve Patient Experience
In today's rapidly evolving healthcare landscape, providing exceptional patient care must be a priority. We know that patient experience is a huge component in healthcare. A positive experience helps ensure treatment follow-through and builds trust and loyalty. As discussed previously, the four pillars: empathy, staff, process, and outcome, are the foundation of improving patient experience. From these pillars, we have derived 4 of the best ways to improve patient experience and overall satisfaction.
Reduce Wait Time
Long wait times are a common complaint from patients and can cause a lot of frustration. Patients feel that the healthcare providers don’t respect them or their schedule. “30% of patients say that long wait time is the reason why they have walked out of appointments.” In order to improve patient experience, it’s important to have a set of guidelines in place to avoid overbooking. If appointments are running behind, be sure to provide regular updates and always be transparent with patients.
Evidently, efficient scheduling can help manage patient expectations and increase satisfaction. However, utilizing other methods, such as online scheduling and online patient portals, can significantly reduce wait time even further, ensuring a smooth and satisfactory experience.
Offer Online Scheduling
Online scheduling offers several benefits that can help improve patient satisfaction. We have found that 67% of patients prefer online booking. These patients prefer online scheduling because it’s hassle free and they can book an appointment anytime and from anywhere. As long as the online scheduling process is easy to follow and self explanatory, it can improve convenience and accessibility for patients. This will not only increase the volume of patients but it will also increase patient satisfaction. Looking for a platform for online self-scheduling and patient intake? Click here to learn more!
Create Online Patient Portal and Minimize Paperwork
An online patient portal will prioritize convenience and efficient patient care. Patients are able to fill out forms online whenever it is convenient for them. This will reduce wait time and improve overall satisfaction. This will also ensure data accuracy, improve care quality, and minimize paperwork. “59% of patients from Gen Y are likely to switch doctors for one who offers better online access.” By making use of technology and creating an online patient portal, you can save time and improve patient experience overall. Click here to see how you can create an effortless pre-visit preparation with digital intake forms.
Collect Patient Feedback
One of the most vital parts of creating an optimal patient experience is collecting and listening to patient feedback. Offering a great patient experience earns your practice a positive image online and offline as you are more likely to receive reviews from happy customers. When organizations take time to listen to what their patients have to say, they instantly upgrade patient experience. Listening to patient feedback can build connections and trust with patients. Whether through surveys, suggestion boxes, or direct conversations, gathering feedback allows providers to understand where improvements need to be made.
Additionally, a timely response to a patient's feedback can show that you are listening and you care about what they have to say. By incorporating patient feedback into decision making, organizations can prioritize empathy, responsiveness, and improve patient satisfaction overall. Collecting patient feedback is the tip of the iceberg. There are ways to leverage real-time insights to enhance customer satisfaction, craft precise feedback tools, and grow your feedback capabilities with a scalable system. Click here to learn more about these strategies and improve your patient experience.
Why This Creates the Best Patient Experience
The question you may be asking yourself now is why. Why do you need to put so much focus and effort into creating a good patient experience? The answer is simple. In today's competitive healthcare environment, patient experience is a key differentiator. When patients feel respected, supported, and listened to, they are more likely to adhere to treatment plans, follow medical advice, and actively engage in their own healthcare journey.
Patient experience also contributes to patient retention and loyalty. Satisfied patients are more likely to return to the same healthcare provider and recommend them to others. Prioritizing patient satisfaction creates a smoother workflow and benefits both patients and staff. Achieving the foundation of an optimal patient experience—empathy, staff, process and outcomes—requires dedication and strategic improvements. With the right methods in place, your healthcare organization can cultivate this foundation and create the best patient experience.