From the start of an appointment to the finish (and sometimes beyond), enhancing the patient care experience should be one of your organization’s top objectives. When patients are satisfied with the attention they receive in a clinical setting, they’re more likely to keep coming back. Consumer research indicates that businesses who have satisfied customers can see a 9% increase in revenue on average. Since patients and consumers are really the same people, it’s safe to say that hospitals and healthcare facilities can achieve those same results.
The question that we want to answer, then, is how exactly can we deliver those strong patient care experiences?
How Patients Evaluate Their Care Experiences
According to the Journal of Participatory Medicine, patients ranked the following criteria as most important to their healthcare experiences:
- Having a doctor who is caring and compassionate
- Having convenient and quick access to health care
- Having pleasant interactions with other staff in the doctor’s office
The majority of patients cite interactions with their doctor as a strong indicator of a positive patient care experience. Most of the interactions with other staff happen at a point of transfer of care, like intake or transfer to another department. At any of these points, there are some best practices to keep in mind in order to satisfy the patient.
Best Practices for Improving the Patient Care Experience
Clinical staff can improve their patient care experiences by exhibiting a couple of key behaviors in the exam room.
Exam Room Interaction
Dr. Nabil Ebraheim and Molly Ebraheim put together a presentation of how important it is to make a good first impression on patients. In fact, they argue that how doctors behave in the first ten seconds of an appointment can set the tone for the entire patient care experience. Some of their suggestions for care providers include exercising active listening and being mindful of things like patient personal space and voice pitch when delivering information.
Eliminate Patients’ Billing Anxiety
According to past surveys of patient populations, it’s clear that privacy and health record security are priorities for patients. 83% of patients entrust their healthcare providers with their private information, but 58% of those same patients believe providers do not protect the information well enough. If your patients are worried about the safety of their health records, they’re primed to enter their care facility in a state of elevated stress.Guaranteeing the security of that information can go a long way to alleviating stress and helping patients focus on what really matters, their wellness.
A simple reassurance of your hospital or clinic’s vigilance or a basic review of what security measures you employ at exam time can be enough to make a difference in the patient’s experience. Tangible security measures, like issuing ID cards or relying on biometric verification, also go a long way to demonstrating your efforts at reducing fraud.
If nothing else, providers should review the best ways that the patient can detect medical identity fraud. Conversations like these build trust between patients and their care providers or facilities. You can find all of the resources, best practices, and data you need to have that conversation in our free eBook on medical identity fraud – click here to get your copy.
Use Tools to Aid the Intake Process
Explanations can be helpful to the patient, but incorporating security checks as a part of the patient care experience presents them with evidence of how seriously you take their safety. Patient identification systems that use complex authentication methods, like encrypted smart ID cardsor biometric palm vein scanning, can leave your patients in awe and eliminate any doubts about their safety.
In addition to the security benefits provided by patient identification tools, some systems, like Privasent, make the check-in process easier and faster than ever. When a patient has a unique ID with Privasent, they don’t need to deal with hassle of repeat form fill-outs, even when they move between facilities in the same health system.
Deliver Two of Three Patient Care Experience Best Practices with Privasent
While some training or coaching may be needed to improve interpersonal care skills for clinical staff, healthcare providers can handle the ease of access and patient security portion just by adding Privasent to their process. With one less barrier preventing you from delivering the perfect patient care experience, Privasent makes it easier to retain patients and meet new revenue goals.
Click here to request a demo of Privasent and surpass your patients’ expectations for care.