Written by: Kushal Dev | Co-founder, Customer Guru
Patient experience is fundamental to the healthcare industry. The profession is not just about clinical care anymore but requires care that addresses every aspect of a patient’s encounter with your hospital, including their physical and emotional needs.
People always remember how you made them feel and you should be sensitive about it. Let’s look at some simple initiatives you can take to provide a better patient experience.
- Build compassion – Create an environment which makes your patients comfortable and at home. It’s important to have one on one friendly interaction to establish an emotional connect and build a feeling of compassion. This makes your patients feel welcomed and instils trust.
- Listen – To understand your patient’s needs it’s important to listen to them carefully, acknowledge both the good and bad and most importantly engage. Tell them how important their opinion is to you and you are willing to go that extra mile to provide them a stellar experience.
- Collaborate – The different departments in your hospital should work in unison towards a common goal of better customer experience. You should ensure a consistent delivery of patient-centred care across departments. Create a platform/medium where all the departments collaborate, deliver and evaluate change. Technology is great enabler here. Use it to your advantage.
- Accept change with open arms- Always remember your policies and processes are in place to provide better and efficient service. It’s important to review them from time to time. If they are not fulfilling what they are supposed to or there is better way to accomplish something, try it. The idea is to make small incremental changes. Measure its impact and either retract and try something different or iterate and replicate.
Please leave in your comments, thoughts and ideas.
Reach kushal at email@example.com