Medical practice administrators know how stressful it can get with getting higher patient satisfaction scores. Patient satisfaction can be improved not just by providing better care but by caring about the patient as well. These two have different meanings if you know what I mean.
1. Start your day early
CG-CAPHS asks patients if they were seen within 15 minutes of appointment time. If you are on time or better early, you could score a positive on this one.
2. Hire positive staff
Staff should be skilled but at the same time, they should be smiling and caring about the patient. Patients like to see happy faces. Flat faced or over stressed staff will not give a positive feel to the patient.
3. Train the staff and monitor their activities
Your staff deals with patient before and after you do. Patient’s experience with your staff is often their first experience and in many cases, staff is the contact point for patients. It is very important for staff to act gently and with compassion.
4. Educate the patient
It is better to educate the patients to be on their on once they leave your clinic. They should be adequately briefed about their refills, appointment scheduling, follow-up visits, test results etc.
5. Listen to patients
It is important to be compassionate towards your patients, both at the time of listening to their issues and treating them. Your words and expressions matter more than you think.
6. Be a role model for your staff
Your staff would usually not follow your instructions but they would follow you. So, you need to do the things right for the staff to follow them the right way.
7. Data and rounding
For larger practices and facilities, collecting and analyzing patient feedback data like discharge information and cleanliness serve as a good indicator in predicting patient satisfaction scores. However, relying on this information cannot substitute for the value created by administrators and nurses making rounds and taking first hand feedback from the patients, and acting as bridge between patients and hospital leaders.
8. Consistency and effectiveness of operations across service lines
Other than the clinical factors, there are many non-clinical ones like food, housekeeping and other non-clinical assistance that need to be identified and resolved. This results in an better overall quality of care and hence better patient scores.
9. Create value for patients
In bigger practices, there are lots of staff member related issues that suck up administrative and leadership resources. Creating value for staff members is important and so is creating value for patients. In fact, the performance of certain sections of staff should be based on how much value they create for the patients.
Patient satisfaction scores should be seen as an opportunity because satisfied patients get you best referrals. It has a cascading and multiplying effect and is one of the most important factors for success of a practice in 2018.