If you run a hospital or another facility that takes care of patients, you want to be sure that you are able to provide the best experience possible. This is critical because it allows patients to heal more quickly because they are not as stressed out and know that their needs are going to be taken care of. Here are some tips for helping improve your patients' experience.
1. Discourage Apathy
When you are talking to your staff, including the janitors, doctors, nurses, and med students that keep your facility running, you need to encourage them to act like associates at a high-end retail store. For example, when you walk into a high-end retail store, sales associates will make eye contact with you, greet you, and then ask if there is anything that they can do to help. While nurses and doctors don't have the time to meet all of a patient's requests and desires all of the time, simply making sure that, as they are walking down the halls that they make eye contact with patients can go a long way in showing that they care about the patients. It can take time to get everyone in the habit of making eye contact and smiling at patients, but you will notice that your scores on patient satisfaction surveys are likely to improve. Make the patients feel like you and the rest of your staff care.
2. See Your Hospital Through the Eyes of Your Patients
Every few months, take some time to see your facility through the eyes of your patients. For example, park where the patients park and see how easy it is to get to the door while you are on crutches. Then, make the same trip in a wheelchair. See if there are any simple things that you can see from this vantage point that you could change to improve how easy it is for these patients to get to the door. Take the time to read the signs to see if they all make sense and if you had to navigate to a specific part of the hospital, you could based on those signs alone.
3. Make Sure Every Employee Knows How to Handle Complaints
Finally, be sure that all of your employees know how to handle complaints. Make sure that you provide trainings to help them find the best person to address the patients' needs if they themselves are not the correct people. Make sure that you teach them to say that they are going to find the correct people the patient needs, rather than to simply say that they are not the right people.
For more information, talk to a company that specializes in patient experience and improving patient survey scores.