Patient Satisfaction: Why It Matters and How to Improve It
No matter what goods or services a business provides, customer satisfaction and feedback are always important. The healthcare industry is no different.
These days, the overall patient experience depends on more than delivering top-notch medical care—though it remains the most crucial component.
As the healthcare industry shifts to a more patient-centered approach, patients expect certain levels of care and service from their healthcare providers. Patient satisfaction is getting more attention from decision-makers, and it’s easy to understand why.
Why Does Patient Satisfaction Matter?
Patient satisfaction is the extent to which patients are happy with their healthcare. This measure of care directly links to key success metrics for hospitals and individual providers, known as the HCAHPS scores (Hospital Consumers Assessment of Healthcare Providers and Systems).
They give insight into the effectiveness of care, levels of empathy, and various aspects of medicine. By using these scores, hospitals can:
• Impact clinical outcomes
• Build loyalty and patient retention
• Attract new patients
• And minimize reimbursement claims
How to Improve Patient Satisfaction
To maximize patient satisfaction in your hospital, get in the mindset of your patients. What do they value in healthcare? What do they expect before, during, and after a visit? Here are a few things hospitals should consider:
Provide Education and Entertainment
You could be providing the best medical care in the country. But if your processes are outdated and don’t involve educating a patient on their condition and care plan, your HCAHPS scores could be negatively impacted. Using internet-protocol television systems (IPTV), you can create engaging ways to educate your patients and help them comprehend their medical care.
Additionally, providing entertainment options like hospital-grade smart TVs, on-demand movies, and streaming capabilities brings the comforts of home to your patients, allowing them to relax in a stressful environment.
Improve Communication Strategies
Asking medical questions can be intimidating for the average person. Fostering an environment amongst your physicians, nurses, and staff that encourages open discussion with patients is critical. If a patient feels they can safely talk with the medical teams about their concerns and ask questions, they’re more likely to leave feeling satisfied with their overall care and experience.
Reduce Wait Times
Any amount of time spent in a hospital can make patients anxious. Whether the test results are taking longer than expected or a doctor’s running a little late to an appointment, a simple check-in with your patients can go a long way. They won’t feel like they’re being neglected of care, and you can avoid extending their wait times further which can lead to dissatisfaction.
There are several other ways to improve your patient satisfaction, but these are just a few ways you can start putting the patient first. At RTG, we offer a variety of solutions that impact patients’ experiences in your facility. Contact us today for more info or to schedule a demo.