How to Deliver a Stellar Patient Care Experience

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 [...]

By | 2017-10-25T17:31:47+00:00 Wednesday, January 25, 2017|Categories: Uncategorized|Tags: , |0 Comments

Maintaining Patient Loyalty in the Age of Consumerism

For years, health insurers have sold their plans almost exclusively to employers. Today, only 48 percent of healthcare payer customers get their insurance from their employer. Healthcare consumers are now directly paying for more of their healthcare costs, both for the care itself and insurance coverage. Consumers have a growing number of choices on both the payer and the provider side. Increasing transparency is making it much easier for them to effectively comparison shop. Relatively undifferentiated product offerings for newly empowered customers will be forced to compete primarily on price and face very low barriers to customer turnover. As out-of-pocket costs rise, consumers expect an experience that is comparable to what they get in other sectors. Health plans and providers understand that they cannot afford to ignore this trend and must embrace it or be left behind. Marketing is needed to rolling out new ideas and campaigns across the organization, but supporting cross-functional technical change is an area of leadership for CIOs who are accustomed to building new skills across geographic areas and technical processes. CMOs understand changing customer needs and the opportunity that creates to boost sales, but the CIO is the only one who can bring those new solutions and modes of commerce and customer interaction to market for the company. Neither technology nor marketing changes alone can effectively address these challenges. We believe that technology will be the catalyst for true differentiation and brand loyalty. The simpler the process, the more likely the customer will buy and repurchase. Adding innovative technologies like biometric patient identity, combined with a smartcard, can be seen not only a clear differentiator but relays to the healthcare consumer that their safety is a top priority of the [...]