Is your medical practice transitioning to a value based care approach? Or maybe you’re trying a hybrid method to combine elements of value based and population health. For whatever reason, whether you’re working with youth or seniors, elevating your patient care experience is important.
What are patient experience examples?
But first, what is patient experience? (Sometimes you’ll see the patient care experience referred to as PX, like UX or CX, but for simplicity’s sake, we’ll refer to it as patient experience.) This is the culmination of every interaction with your patients. Some examples include:
- A patient visits your website for contact information, business hours or to schedule an appointment.
- When your patient walks in your practice doors and waits to meet with the doctor.
- Each interaction between a patient and provider, both verbal and non-verbal.
- The follow-up and access to information regarding the patient’s visit.
Why is patient experience important?
You might be asking yourself: is a patient’s care experience really that important? If your patients aren’t complaining, you might be thinking that you’re ok. But the reality is that patients have options, and they may or may not complain before they select another provider.
The other reality is that enhanced patient experience and increased patient satisfaction result in less patient turnover and more profitability in the long run.
If that’s not enough, let this be your friendly reminder that elevating patient experience is the right thing to do.
How to elevate your patient experience
To improve your patient experience, you need to have a baseline of information. This is not a “gut feeling” or a few stories from patients you’ve asked personally. That may be a good place to start, but if you want non-biased information, you need to start with a patient experience survey. It works best if you work it into an existing process, such as asking for feedback while the patient is waiting for the doctors to finish the final paperwork.
Patient experience survey questions to ask:
- How was your communication with our clinicians?
- How was the responsiveness of our staff?
- How would you rate the cleanliness of our environment?
- How clear were the follow-up instructions for medicine or other treatment?
- How was your communication in regard to accessing your health information?
Partner with Health Care Advantage
Health Care Advantage is a strategic partner for primary care practices that provide value based care to seniors on Medicare. We support our partners with the marketing strategies and tools they need to grow their practices. Contact us to learn more about how we support value based care practices across the country.
