Last month we focused on what the patient sees, let’s continue the discussion.What the patient hears. The words we choose and how we use them also have a great impact on their satisfaction. It is always impressive when the people greeting and interacting with patients have big smiles on their faces and use enthusiastic phrases like, “Good morning! How can I help you today?”
After making sure the patient is ready, one organization uses the phrase, “Doctor, the patient will see you now.” signaling who truly comes first. Recently while walking through the cancer wing of a hospital, I was blown away by a janitor asking me, “How is your day going?” When I pressed the Director, he simply said, “we treat everyone like they are a patient or visiting family member.” Unfortunately, these examples are not always the case. Patients are often greeted in a professional, but number-taking, “fill out these forms”, approach which leaves them feeling indifferent. The staff walks through the hospital or performs their jobs without looking up. Developing some basic communication protocols will have a dramatic effect on patient satisfaction.
What the patient wears. Even if you place looks great and your staff is world class, studies show putting someone in a paper or uncomfortable gown will considerably hurt the perception of your organization. Giving them a comfortable gown that fits gets you big points. Some organizations have turned to higher end gowns and even robes to really wow them. Before and after statistics are dramatic.
A recent study involving three independent health systems and hundreds of patients asked the question: Did the gown or robe you used today during the exam leave a favorable impression of [name of facility]? There was a 200-500% increase in overall perception from the paper or lower quality gown to the higher-end, more comfortable one. For literally pennies per patient, you can greatly impact the patients’ experience and satisfaction.
The marking campaigns will continue. Everyone realizes the importance of patient care. However looking at the little things you can do may have the biggest impact.
