Taking a closer look at the business side of medical practices, it is essential to strive for improving patient experience on a routine basis.
Medical care tends to concentrate strictly on the health of the person. However, it also involves an emotional aspect for both the medical professional and the patient.
For example, when revealing performing a procedure or reading test results, making sure the patient is comfortable is key. Comfort is quite possibly one of the more important factors in improving the patient experience.
There are lots of simple steps medical professionals can take in their everyday work practices that will improve the patient experience.
Here are 4 important tips to keep in mind when it comes to communicating with your clients:
1. Show That You Care
There are many social cues given off by doctors and their staff that may impart a sense of apathy and indifference to a patient.
One of the most important gestures is making eye contact with patients. Which provides the validation and a sense that you’re working with them as a person. Rather than a faceless collection of symptoms.
Additionally, make sure your staff demonstrates the same level of patience and concern as well. Never rush them or ignore them because you’re too busy performing other tasks.
Furthermore, offer patients your total attention and listen to them intently. Slow down long enough to determine what the patient actually needs. Meanwhile, offer little personal conveniences like blankets, support pillows, or cups of water.
2. Don’t Be Afraid to Apologize
“Sorry” is often a difficult word for a physician to say. But, it’s an expression that you and your staff should make an effort to learn.
Solving patient concerns means understanding how to apologize for service errors when they’re called out by patients. It involves avoiding defensiveness due to self-importance or apathy which is often prevalent in medical facilities. This is important whenever a patient confronts you over what he or she feels is a service mistake.
Rather than taking it personally, try to quickly and empathetically side with your patients in these circumstances. Regardless of whom you think is logically at fault. Pass on this tactic to your personnel through role plays and other coaching exercises. This will lessen a patient’s anger or distress in such situations
3. Make Sure Employees Understand Their Purposes and Functions
An extremely critical element of good patient service is making certain that each employee understands his or her specific fundamental purpose.
Any worker has both a function (their basic daily job responsibilities) and a purpose (the reason for the job’s existence). For instance, achieving effective medical results and providing a welcoming human experience to patients are purposes. While changing linens or scheduling appointments are functions.
A well-trained employee will know how to balance their attention. This applies to both functions and purposes depending on what is best for a patient at any given moment.
4. Pay Attention to Systems
Realize that enhancing patient satisfaction involves systems and procedures. Just as much as friendly and understanding customer service. When it comes to increasing a patient’s satisfaction with their experience, medical professionals sometimes concentrate too heavily on putting on a grand show of empathy.
Although genuine tenderness and smiles are valuable in this case, so are systems. This includes knowing how to properly schedule and allocate time for appointments. As well as, keeping customer files well-organized and accurate. Additionally, adopting standard practices to follow before, during and after the patient visit to ensure their visit is documented.