How To Improve Customer Satisfaction In Hospitals

    Hospitals and health systems know that patient experience is more important than ever. 70% of American hospitals agree with this sentiment, according to the Healthcare Intelligence Network.

    Of the 33 quality measures outlined by CMS, seven are associated with patient experience. Additionally, it’s tied to key behavioral motivation factors for both patients and healthcare employees, which is important because improving these metrics can lead to increased positive outcomes in other areas such as cost savings or higher satisfaction rates among users of a service/product. Here are a few methods to improve customer satisfaction in hospitals.

    Talk To Your Patients By Calling Them With Their Name. As a health care professional, it is very important to provide patients with personalized attention. Wearing your name tag is also an easy way for them to communicate directly with you.

    Make An Eye Contact with the patient. Speaking to patients in a personalized way shows that you care. It also helps them feel comfortable and more likely to follow your advice because they are being taken care of.

    Educate Your Patients And Ask Them About Your Services: In order to make a patient’s time at the hospital more productive, it would be wise for doctors and nurses to distribute written materials that can help patients process information better. For example, create individualized visit summaries or hand out informational pamphlets about what they’re going through so they know how best to cope with their condition afterward.

    Make Sure That Your Hospital Is Clean: Hospital cleanliness is an important factor that patients are asked about on HCAHPS surveys. Because one in 25 hospital patients has at least one healthcare-associated infection (HAI) per day, focusing on cleanliness can reduce the amount of HAIs and improve patient outcomes overall.

    Improve The Atmosphere Of The Hospital: Hospitals are not a place for rest and relaxation. In fact, noisiness is especially bad because it disturbs sleep patterns, leading to heart disease risk increase! However, hospitals have begun implementing visual decor updates in an effort to create a more calming environment where people feel safe resting. The World Health Organization suggests that noise levels should be at 30 decibels or less during nighttime hours, so the WHO recommends updating hospital décor with soothing colors and textures.

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    Imelda Bouchard is the owner of Gov Relations. She graduated with a degree in Business Administration in Finance​ at the University of Houston-Downtown. Imelda has over a decade of experience working in the finance industry. Following her stint at an international fintech company, she has decided to create a platform where businesses can make use of great business ideas.

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