How high have you set the bar of satisfaction for the patient experience? Here are what some other healthcare organizations are saying on their websites, this January (2010) about their view of the patient experience:
Cleveland Clinic
“Patients are the purpose of our work, and Cleveland Clinic has embarked on an ambitious plan to examine and improve every facet of the patient experience. This effort encompasses every point of contact between patient and provider, from parking to prescription pick up.”
Johns Hopkins Health System
“Our quest for excellence isn’t limited to the treatments we provide. Several initiatives are under way at Hopkins to help physicians, nurses and staff to deliver the best possible service to customers.”
Gettysburg Hospital
“Gettysburg Hospital is ramping up its commitment to patient satisfaction with the aid of a qualified specialist. Tracy Lee joined the hospital last September as director of patient experience. Lee tracks patient satisfaction survey results and develops strategies for improvement.
Lee explained that many health systems have placed renewed emphasis on patient satisfaction in recent years. A federally mandated consumer survey known as HCAHPS—the results of which are available to the public—has driven that trend.
“We all know what it’s like to either be a patient or have a loved one in crisis, and I enjoy helping make that experience a better one,” she said.”
These three organizations could not be more different from one another. And yet is placing special emphasis on the patient experience. Each of them are defining that experience as beyond taking care of a patient clinically:
- “…every point of contact between patient and provider.”
- “Excellence isn’t limited to treatments we provide.”
When a patient visits the hospital or a doctor’s office, that individual experiences a series of events that often overshadow the actual contact with the medical provider. On a recent medical visit , I spent 15 minutes with the physician and 45 minutes “in process” once I entered the office – time at reception, time in the waiting room, time with the med technologist, time waiting in the exam room and time checking out after the visit. It is easy to see how a good interaction with the physician can be overtaken by less than stellar service interactions.
You have heard me say that service is the marketing and that phrase is so true when it comes to the patient experience. If you patient leaves happy, they will consider the experience positive and likely share that with their friends and family. They will probably want to be your patient for a long time and will refer others to you. Their positive experience will create a long-lasting relationship value for them. If your patient leaves grumpy, none of these good things happen. In fact, a patient is more likely to share bad service news than good news and in telling their friends and family, you are on your way to a poor reputation.
So, think about, how high is your patient experience bar?
Tags: customer service, healthcare marketing, patient experience, relationship development
