Patient satisfaction has never been more important in the history of healthcare than it is today. In fact, hospitals, health systems and clinics alike are looking at ways to improve patient satisfaction levels by proactively engaging in initiatives that have a track record for measuring and monitor the patient experience.
Some of the key ways that healthcare organizations are achieving this is by putting a higher importance on delivery-of-care influences like educating staff and physicians in interactions with patients, pushing surveys to patients via their in-room hospital TV while the patient is still in care, and using survey results for service recovery within the structure of various quality initiatives.
As a physician or health care provider, questions that must be thought through include:
- Are doctors and nurses approachable?
- Did the patient feel he or she was given appropriate time and attention with care team?
- Are procedures and medical conditions adequately explained?
- What patient engagement initiatives do we offer that create a better patient experience?
- Did the patient feel comfortable?
- Were service requests met accurately and in a timely manner?
- Do the patient education materials I’m providing have an impact on the patient’s health outcome and avoid a readmission?
While it’s important to build these thought processes and questions into the delivery of care, it’s also important to ensure that the patient has an outlet for expressing their opinion on the quality of service they receive. After all, your reimbursement for that patient might be impacted!
This is where HCI comes in.
HCI TV’s interactive patient care solutions build patient satisfaction into the technology – into the fabric of the platforms and software that their touchscreen hospital whiteboards, patient TVs, portable tablets and other mobile devices run on.
Automatically generated survey results and information feeds into a cycle of care that can, if implemented correctly, help to improve outcomes, reduce costs and mitigate some of the biggest issues the healthcare industry faces today.
Completing a survey is as easy as the swipe of a screen or a click of a keyboard. What’s more, when a patient does not have an experience that meets his or her expectations, the same technology makes it possible for the care team to receive feedback and begin evaluating to consider if the feedback given is appropriate and what to do to help the patient or patients in similar places in the future. In fact, EHR Intelligence reports that, “Results from the Medical Group Management Association’s (MGMA) Performance and Practices of Successful Medical Groups: 2013 Report Based on 2012 Data revealed that nearly 80 percent of medical practices categorized as “better-performers” utilized patient satisfaction surveys, and more frequently than other practices.” More recently, Sara Heath, writing for EHR Intelligence, notes that, “Most experts agree that having detailed insights into the patient experience, usually collected via patient experience surveying, is the best bet for getting to that practice improvement. That survey data can help an organization pinpoint key patient pain points and understand which stakeholders will be important in implementing practice improvement.”