Medical practitioners are always looking for ways to improve patient satisfaction, especially given 96% of patients say that disappointing service is their main complaint. As a result, healthcare providers are feeling the pressure to improve.
Today, patients have higher expectations than they ever have before, and they are not shy to share poor experiences on social media and with their friends and family. The stakes are high, and it’s essential to consider the patient’s journey from the first time they contact you to how they schedule appointments, the amount of time they wait, their care, and post-appointment communication.
An essential factor in looking at ways to improve patient experience is to look at how patients schedule appointments, how long they have to wait to be seen by the practitioner, and how they can provide feedback. Patients expect to be involved in every step of the process, and old-school methods of managing patients don’t cut it in today’s personalized world.
Here are Seven Ways To Improve Patient Satisfaction
1. Optimize your process to allow patients to schedule an appointment and interact from anywhere.
Mobile technology allows us to be connected to everyone all the time. Healthcare providers are no exception. Using a system that will enable patients to schedule appointments when and where they want makes it easier for both the patient and the practice. It also reduces scheduling errors.
2. Respect your patients
It’s easy for employees to get distracted and frustrated. Unfortunately, sometimes patients are on the receiving end of that frustration. However, patients are customers just like diners are at a restaurant. Patients deserve the same respect that you do, and giving consideration is a way to improve patient satisfaction. Conversely, they will complain when not treated with respect, and that will negatively affect your practice.
3. Update patients on the day of the appointment regarding their place in line, the estimated time they will wait, and when they should arrive for their appointment.
Platforms like QLess make it easy to manage and improve the patient experience. Utilizing a queue management system streamlines the appointment process, eliminates lines, and creates happier patients. Waiting room management also reduces the number of people at any one time, making it safer for both patients and employees.
4. Improve patient relations by providing two-way communications.
People are used to communicating with customer service agents on almost every platform. Your health practice is no different. Providing two-way communications allows patients to ask questions, get information and provide you with their pertinent information. More accessible communications are another way to improve patient satisfaction.
5. Institute a process for patients to provide feedback.
It’s not only important to establish a means for patients to provide feedback, but it should also be easy to use. Further, you need a system that ensures you get feedback from the right person — your patient. Giving patients a forum to voice their concerns improves patient satisfaction.
6. Establish ways to follow up with patients.
Just as retail marketers follow up with their customers with special offers, health practices should find ways to follow up with their patients. Whether following up on their health status or simply reminding them of regular checkups or health advice, regular contact with your patients reminds them you are there for them when they need you.
7. Measure and analyze your patient interaction.
It’s essential to learn about your patient interactions constantly. Business intelligence in the healthcare setting allows for real-time monitoring and analysis of your practice’s workflow. Thus, business intelligence is yet another way to improve patient satisfaction.
Improving the patient experience is a top priority for all healthcare providers, especially with more care options than ever before. QLess has shown it can improve patient satisfaction scores by up to 99%.
As practices look for ways to improve the patient experience, a queue management system like QLess gives health practices and hospitals a straightforward approach to improve patient satisfaction and increase billings.