Patient experience may seem an additional aspect towards care quality, but it has a significant impact on the treatment and recovery of patients.
Though healthcare facilities mainly cater to diseases and treatments, several factors contribute to a holistic experience. First of all, understanding the importance of patients’ experiences is crucial. It means patient experience does not confine to how they receive treatment from a specific doctor.
Their experience starts the moment they enter a healthcare facility. Their interaction with the gatekeeper to overall infrastructure and treatment collectively contributes to patients’ experience.
Thus better patient experience is the key to meeting their expectations. It is why healthcare facilities strive to ensure patients not only receive treatment but leave the facility satisfied. Satisfied customers in return enable medical institutions to achieve their objectives, such as healthcare provision and patient retention.
With several healthcare facilities around, patients would only prefer the ones offering augmented services. Thus it is one of the priorities for healthcare settings today.
Let’s explore further how healthcare facilities strive to ensure a better patient experience in the following sections.
- Augmenting facility’s administration
Better management of healthcare resources is vital for providing a satisfactory experience. Thus hospitals recruit and train their administrative staff to operate the facility effectively.
The administrative staff is adept at providing enhanced patient care and ensuring that the hospital gains desired objectives. It is why hospitals condition upon their management staff to be well-armed with the necessary skills and expertise.
Thus Masters of Healthcare Administration (MHA) is one of the prerequisites of an administrative and leadership position in a healthcare setting.
Usually, administrators pursue advanced degrees and serve in medical facilities simultaneously. For instance, a mha online programs no gre degree offers them the flexibility and convenience to carry out dynamic responsibilities of the hospital and pursue academic advancement.
Acquired skills enable administrators to minimize patient care expenditure, improve clinical outcomes, handle healthcare emergencies, facilitate decision-making, and draft effective policies. Their role is equally crucial in managing healthcare staff, their schedule, and even looking after their well-being.
Hence, an effectively managed healthcare facility ultimately contributes to better patient experience and satisfaction.
- Utilizing technology and digital tools
Technology enables hospitals to enhance patient’s access to healthcare services and minimize delays in service provision. For instance, establishing a virtual existence facilitates patients in several ways.
A robust and well-functioning website enables them to shuffle through the list of available physicians, explore and access laboratory services, and choose services according to their requirements.
During physical visits, patients can even monitor the entire patients’ queue and their turn in real-time. Similarly, doctors go through patients’ records, even before asking patients, by readily and digitally accessing previous medical records.
Furthermore, digital tools assist doctors in prognosis and analysis. As a result, they can minimize the chances of errors and patient sufferance.
Nowadays, hospitals are even catering to patients via mobile applications. These applications offer effortless booking, following up for upcoming appointment schedules, and preserving patients’ records for future referrals. Similarly, technology enables hospitals to prioritize patients once they seek assistance.
In return, these features augment patients’ experience. Thus recent times are the evidence of the healthcare sector and technology’s integration and interaction in improving healthcare services and contenting patients.
- Ensuring attentiveness and compassion
Patients turn to medical assistance only when their efforts fall short of alleviating their healthcare miseries. In such situations, healthcare professionals and the facility act as the last resort of help and saviors.
Since patients go through a challenging time, they expect to be heard and understood. At that point, patients are not concerned about the exhaustion and personal worries of physicians and other hospital staff.
Thus it is crucial to create an encouraging environment where patients can share and relieve their healthcare worries. For instance, minimizing distractions and ensuring attentiveness are essential features of a result-oriented interaction with patients.
Showing kindness and compassion can instantly relieve their anxiety even before the actual treatment procedure begins. Such compassionate conduct facilitates accurate diagnosis and treatment.
Most importantly, guiding and informing patients throughout the prognosis and treatment process enhances their awareness of the prevalent condition. Such frankness can be productive in preparing patients to face the severity of their disease, treatment possibilities, and consequences.
Lastly, medical institutes encourage and welcome family involvement during patients’ treatment. Eventually, an integrated and coordinated treatment scheme improves treatment outcomes. Undeniably, ensuring attentiveness and compassion can have meaningful consequences for patients battling healthcare complications, irrespective of their severity level.
- Offering post-treatment care
Post-treatment is an integral component of active treatment and the entire patient experience. Patients will only refer back to facilities that take responsibility until patients recover from their condition. Thus post-treatment care is essential in both acute and chronic conditions and treatment procedures.
For instance, post-delivery care is inevitable in minimizing maternal and neonatal healthcare complications. Standard medical procedures require hospitals to actively observe the mother and newborn for at least 24 hours, regardless of successful labor.
Observation is crucial in detecting neonatal complications, such as hemorrhages, infections, organ failures, and genetic deformities, and others. As a result, effective postnatal care minimizes the likelihood of childbirth-related mortalities. In return, it enhances patients’ confidence and trust in the healthcare facility.
Similarly, post-treatment is the most sought-after service by terminal patients. Hospitals willing to walk in parallel with such patients ensure they experience the remaining days of their lives with minimum complications.
In addition, hospitals offering follow-up services at subsidized charges can facilitate the recovery process and ensure patients remain connected to the healthcare facility for a long time. Thus post-care is an effective tool and trait of building trust, improving the experience, and retaining patients.
- Seeking feedback and implementing learnings
With the evolution of the medical field, healthcare conditions, overloaded responsibilities, and growing populations, fulfilling diverse and personalized requirements can be challenging.
In such cases, coming at par with patients’ expectations is even more challenging. As such, overly occupied hospitals are prone to making mistakes and leaving a dissatisfied encounter. That’s is why hospitals ask for feedback right after patients’ recent visits, which acts as a learning tool for hospitals and healthcare professionals.
If patients are not satisfied, seeking their opinion and making it count can improve the patient experience. Patients’ rating on overall experience enables hospitals to spot flaws in their service and implement restorative measures.
In addition, healthcare professionals may not always be right and well informed. As human beings, they are also prone to making mistakes and even causing severe complications. It is why patients’ feedback can be a guiding tool for them.
Specifically, patients’ feedback enables them to observe their conduct, identify errors, and incorporate relearning into their practice.
Such interactive communication channel, in return, improves patients’ reliance on the hospital and healthcare experts. Thus feedback is an essential factor in offering patient-centric services and enhancing their encounter with the healthcare facility.
Undeniably, the patient is a fundamental element for the operations of any medical institute. Everything revolves around ensuring patients leave the facility fully healed and content.
Thus their satisfaction is crucial. It is why hospitals strive to improve the entire framework, including administration, checkups, equipment, post-care, communication, and several other components. Such holistic conduct and endeavor enable them to deliver satisfactory and customized services.