Managing patient experience
Patient experience consists of three concepts:
Every touch point that exists between the patient and the organization counts as an interaction. This includes the people within and outside the organization, processes, actions, and all communications with the organization.
The thoughts that remain in your patients' minds after the interactions are their perception of your organization.
The time period
The interactions that occur before, during, and after the patient care must also be taken into account. For most potential customers, perceptions are created and influenced at all times.
In effect, your customer interactions need to be managed at all times to leave a positive impression on your potential customers. Positive patient experiences and perceptions create a highly satisfied patient base for your organization.
Excelling in patient experience
Healthcare institutions need to document and measure their customer interactions to improve patient experience. One of the best ways to achieve it is through conducting market research surveys to understand your customers. You need to be able to see your healthcare from the eyes of your patient. Your patients' experience can vary significantly depending on their culture, beliefs, values, and background. Understanding them can help you improve your services.
Improve your systems and your people. It is easy for employees to be indifferent to patients, leading to a highly negative experience. All your investment in high-end equipment would be ineffective, if your employees aren't motivated to care for every patient. You should consider every touch point that your patient has with your organization and push for improvement.
Keep a patient satisfaction survey running at all times. This would help you keep a finger on the pulse of your patient experience, alerting you to any serious issues.