5 Ways Providers Can Improve Patient Experience

Because of the pandemic, a total of $22.3 billion in elective revenue was lost during the time when healthcare systems were forced to concentrate on delivering COVID care. There are now chances for healthcare providers to refocus their efforts on elective procedures for patients and other business operations that generate profits. In order to gain a deeper understanding of the patient journey and areas in which there is space for improvement, the team at LaneTerralever collaborated with the team at Convince and Convert to publish the Post-Pandemic Healthcare Patient Insights Report 2022.

Five really helpful insights regarding patients were gleaned from the responses of 617 active and potential patients from across the country. You and other healthcare systems can strive to restore and increase their elective treatment business by following these steps, which are outlined below.

Devote Some Time to the Management of Your Reputation

Patients don’t spend much time evaluating many different providers while they are doing their investigation, so once they find you, it’s game time! Because you have a little amount of time to convince a patient to become a patient, you need to ensure that your web presence is positive.

Ensure that quick responses are given to both the digital feedback and online reviews that are received. Every week, you should schedule some time to work on managing the reputation of your company. During consultations, it is also important to prepare providers with probable patient concerns utilizing intelligence in order to overcome known obstacles and develop trust from the very beginning.

Education of the Patient Should Be a Top Priority

The majority of today’s shopping experiences start with an online search. Patients will enter those essential search terms in order to look for answers to their various health and medical concerns. The objective is for them to locate your office and then be provided with answers and additional information. Your website ought to function as a reliable source of information and finally offer you as the best option.

Consider the obstacles that must be overcome in order to make that selection. It’s possible that the patient won’t comprehend how the procedure works or whether or not you can assist them with their particular requirements. Through patient education, you may put patients’ minds at ease and prevent misconceptions from occurring. Give them an explanation of what you do and don’t do. Put your creative skills to use and accommodate a variety of learners by providing them with visual infographics, interactive quizzes, and brief movies.

In addition to maintaining an online resource hub, you need also train your personnel and ensure that the information they provide to patients is fully comprehended by them. This will result in uniformity and improve the experience that patients have.

The Patient’s Experience Is Not Done When the Procedure Is Complete

There is a lot of preparation that takes place prior to surgery, but what happens after surgery is equally important to the overall quality of your patient experience. After all, your patient has placed their lives in your hands, and the outcome determines whether or not they will have a positive reaction to the experience and will be more likely to provide positive feedback online and through word-of-mouth communication.

It seemed as though they were trying to convince me to go through with the procedure, but as soon as it was through, they were done with me. — John C., age 61, Cosmetic Professional

What are your patients looking for from you? Demonstrate that you care, and do not overlook the need of following up with them. 56% of patients who were surveyed reported that following their surgeries, their doctors did not follow up with them. That equates to more than half of doctors not actively making the effort to tend to patient relationships, and this is a significant area in which you have the opportunity to recover and build up your reputation. Allowing for one-on-one contacts by means of phone calls and personalized emails is a simple step that can be taken.

Establish Credibility by Placing an Emphasis on Others

Patients are sometimes left in a state of ambiguity due to the processes involved in their care. After all, individuals are ultimately their own best advocate, and they have the responsibility of ensuring that they are making the greatest option possible for both their health and their finances. The patient needs to feel confident in themselves before they ever walk through your door. What differentiates you from other providers and earns the patient’s trust as a healthcare provider? Maintain an open channel of communication with them by making material easily accessible over the internet and permitting them to ask questions during consultations. Your actions will determine the nature of this connection. Don’t be stingy with your generosity, but do be sure to share your expertise and maybe even sweeten the deal with a small token of appreciation.

Avoid Abandoning More Conventional Methods of Communication.

The phrase “digital transformation” is currently all the rage. We are in the process of changing the way we work as well as the method in which we engage with others; nevertheless, one thing about elective healthcare patients has not changed: they still want good old-fashioned communication. But don’t give up on the tried-and-true methods of communication just yet; you can take your operations to the next level with brand management tools like Podium. Patients still desire to maintain personal touches, and the majority of them would rather communicate with a provider over the phone or in person.

Conducting a survey is crucial if you want to be ahead of the competition in terms of technical innovation while also providing the greatest experience possible for your patients. Get feedback from patients about their experiences and let that information guide your efforts to get people back to the office. Success comes when processes are combined with hospitality.

The patient experience, like everything else in life, has a delicate balance that must be maintained by the individual. Employ more efficient methods by utilizing technology that links your patients to the information they require, but don’t forget to be there for them at every stage of the process. Do not put your patients’ trust in the hands of automated phone calls and emails. Your patients deserve better.

The study identifies numerous significant chances for development; therefore, take a look at it to determine how to improve the experiences of patients and match the expectations and needs they have at the present time.