by
Gus Iversen, Editor in Chief | July 30, 2019
From the July 2019 issue of HealthCare Business News magazine
When a radiology teammate is transporting a patient from the telemetry unit to our department, we want to ensure the patients’ needs are being met even while in transport. If this means a warm blanket or two, or friendly conversation down a long hallway, then that’s what our teammates do to meet or exceed that need.
HCB News: For providers who wish to take their patient experience to the next level, what are some recommendations to get them started on that journey?
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MJ: The first thing for any provider that would like to take patient experience to the next level to do is to take a look in the mirror. Evaluate what you are setting as the example and ultimately the culture. Take an honest look at what you spend your time on daily. If you haven’t met about, talked about, planned around the patient experience in the past week, you do not have a culture centered around the very core of your business.
Next, make a change. Ask your team and your patients what you need to change, and then do it. If you want different results, do something different. Scores and culture might not change with the first modification of process, but over time, with each adjustment there will be a transformation. Not every idea will be a success, but every idea will teach you something.
Patient experience is undeniably a marathon and not a sprint. We are over 10 years into our journey and still have times where we struggle. There are times where we have to help teammates get back on the bus when they lose their connection to why they come to work every day. I would be misleading everyone if I didn’t say that sometimes my teammates help me get back on the bus sometimes. The one thing that never fails is that as a team we provide uncompromising patient experience and clinical care.
CP: Although providers are extremely busy, I believe taking a moment to sit at the level of the patient is a good way to start bringing their experience to the next level. By doing this, they are able to connect on a personal level even if for just a minute. This inevitably improves the patient’s perception. Just feeling that physicians took the time to really hear their concerns makes for an overall better experience.
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