Dramatically Improve the Hospital Experience for Patients and Families With Patient Experience Consulting

The patient experience is a cornerstone of any effective healthcare organization. Patient satisfaction scores can indicate how a healthcare provider’s services stack up to competitors, and your care team can leverage patient experience data to improve outcomes. When you combine these compelling patient insights with healthcare industry best practices, you can better position your brand in the global healthcare marketplace.

Conversely, brands that don’t show a commitment to developing strong communities and patient experience standards aren’t as likely to succeed. This is because the patient experience impacts retention, patient engagement, and overall healthcare system customer service. When a healthcare system fails to craft a robust patient experience and provide better care, it’s often unsurprising when patients seek alternative caregivers.

Working alongside our clients, we see every day that higher patient experience ratings are consistently linked to higher hospital profitability. What’s more, your customers are more loyal, and your hospital reputation is enhanced, with an increase in referrals.

Patient satisfaction is a goal of all healthcare organizations for several reasons, which include:

• Research suggests that hospitals that provide a superior patient experience, leading to greater patient satisfaction, generate a 50% higher financial performance than average providers. The facilitation of higher customer service satisfaction can even trickle throughout your organizational development, boosting employee engagement, encouraging positive patient behaviors, and leading to greater financial returns. Since the United States healthcare marketplace is more competitive than ever, finding additional financial performance incentives is ideal for fostering long-term brand success.
• Ongoing and positive long-term relationships with healthcare providers encourage patient loyalty, adequate healthcare, and good lifestyle habits. Unfortunately, if you read any U.S. news publication, you’re likely to see reports highlighting decreased patient loyalty directly related to customer service satisfaction. While some aspects of patient experience are more challenging to navigate than others, you must use strong organizational development and instructional design to connect with your patients and create deeper professional relationships.
• Patient-centered care is better for your patients. Demonstrating compassion for patients is also associated with lower medical costs, better clinical outcomes, and higher patient satisfaction. Whether you find reimbursement opportunities in your existing contracts or your team members work to boost employee engagement rates can lead to a more holistic care model that addresses complete patient needs, saves money, and helps offset expected expenditures.

Improving the patient and family experience in your hospital requires attention to detail, empathy, and innovation. Working with a patient experience consultant makes it much easier to encourage program development, patient care relevance, and more robust patient experience protocols that lead to more excellent healthcare system enhancement.