Change is the only thing that is constant. And with changing times, Healthcare businesses and hospitals must continuously evaluate to improve patient experience. After all isn’t it often said that the customer is the king?! Many may argue saying we already provide the best experience, but as with everything else there is always scope for improvement. The following are few ways to improve customer satisfaction, service and overall experience.
Make first impressions count
From the moment a patient enters the hospital, the aim should be to create that first good impression. The registration desk should have multiple counters as well as trained personnel to manage patients without creating a chaos. The registration should be kept simple and hassle free with an option of prior online registrations. Services in terms of visual and verbal acknowledgements will put the patient at ease and make them feel comfortable. For example, large signs can be placed for directions. This first positive impression will provide long term effects and create positivity for the patients in the coming visits.
Creating the right culture:
Like with any business, creating a strong internal culture plays a huge role in delivering successful outputs. This is possible by adopting ways that enhance employee engagement and motivation. When the staff of a hospital have high morale, it automatically starts reflecting on patient experiences and satisfaction. By providing employees the right tools like resources and training at the right time will allow them to feel empowered and deliver better services.
Stay in touch digitally:
The online arena must not be neglected when it comes to connecting with patients. The internet is the first place any consumer goes today before availing any new service and when it comes to healthcare almost one third of them look to connect online with their health providers. In the current times, patients expect to access their records online and have easy ways to book appointments. Having an attractive website with no online support or customer service puts the organization in poor light. Digital presence must also be maintained strongly in social forums as well. eHealthMedia provides services covering all areas of digital marketing for healthcare, book a free consultation to ensure your business success.
Patient’s time is precious too:
Patients expect the same level of service from hospitals and healthcare organization as the ones they receive in other organizations like banks or restaurants. The key is to provide faster service and better access. Appointments must be kept in time and any changes must be notified well ahead.
Keeping health management tools simple:
Improved systems and tools provide greater results. The online booking systems must be simple and easy to access on both mobile and web based platforms. The system must also be continuously monitored and evaluated with improvements like online management of prescriptions, lab reports etc. Research finds that almost 80% of patients want to have the registration completed online before making the actual visit.
Small things do matter:
Trying to experience the hospital from a patient’s perspective will help in bringing the small things into focus. Things like free wireless, easy access to ATMs, cafeterias, wheelchairs or patient volunteers are not given much attention in light of the bigger things. But often these are the small things that greatly affect the minds of the patients after their hospital. Altogether the entire patient experience can be further improved by benchmarking the institution with organizations outside the industry and not just within the market. There are various ways hospitals and health organisations can spread health awareness.
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