CVForward > 5 Simple Actions to Improve Patient Experience
Providing excellent clinical outcomes is the top priority of healthcare providers. But when patients and their families walk into a healthcare facility, it’s about the entire experience. Not only do they want to feel secure in the care they’re about to receive, they want to feel important. They want to know that healthcare professionals and their staff are focused on giving them the highest quality of care available, both during and after the visit.
While delivering an exceptional patient experience isn’t always easy, it is highly important. Today’s changing healthcare landscape demands high value and high patient satisfaction scores for any CV service line to succeed. So, what can you do to ensure the patient experience and CV service line are in a class of their own?
Below, learn 5 simple actions that can help your service line provide an exceptional patient experience.
It’s one thing to think “patient first,” but it’s another to put these thoughts into action. That’s why it’s important to create a patient-centric culture. This culture needs to be adopted across the entire CV service line, no matter what role.
- Kevin C. “Casey” Nolan
Navigant Consulting, Inc.
Start by putting yourself in your patient’s shoes. What level of service would you expect? What are some things that would make you feel like you’re in good hands during each visit? Why would you come back if you needed to?
Once you’ve answered these questions, it starts with you. Embody what you want staff members to emulate. Each day, live the values that will elevate the patient experience. Empower every staff member to think about how they can impact all patients that walk through the doors of your facility.
In order to deliver a seamless patient experience, it’s important to support staff members with the appropriate tools and resources. This can be anything from skills training to team-building exercises. Investing in the development of staff members shows dedication to their success. Your dedication and willingness to invest in staff will only help further their commitment to providing excellent care for all patients served.
Never overlook the simple things. Even the smallest action can make a big impact on how a patient perceives their experience. Whether it’s spending a few extra minutes getting to know them or empathizing with their current state of health—minor adjustments in care can make all the difference.
Patients can have the best experience, but if you neglect to check in on them and ask how they are doing afterward, they may still give negative satisfaction scores. Missing this opportunity to extend the patient experience beyond the walls of your institution can compromise the experience you worked so hard for.
This is why following up is key. After each visit, it’s important to work diligently to maintain the excellent reputation you’ve built.
In addition to surveys patients receive after their visit, it’s critical to get direct feedback from them before they leave your facility. This feedback can provide an opportunity to gauge how the patient experience is, and more importantly, how it can improve. Go beyond asking standard questions like, “How was your visit today?”. Ask direct questions that will get a more informative response and help the patient experience grow.
Providing an excellent patient experience in healthcare goes deeper than just quality treatment. A seamless patient experience requires hard work and dedication, but these simple actions can transform your CV service line. So, build a patient-centric culture, invest in your staff, put the patient first at all points of care, and watch your top-notch patient experience unfold.
Scott Garavet, MBA
Cardiovascular, Spine, and Orthopedics System
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