What Initiatives Improve Patient Satisfaction?
In the quest to elevate patient satisfaction, we've gathered insights from six healthcare professionals, including a Physician and a Physician Assistant. They share initiatives ranging from promoting inclusive communication to introducing personalized care plans that have made a significant impact in their facilities.
- Promote Inclusive Communication
- Enforce Visible Name Tags
- Enhance Survey Response and Feedback
- Renovate for Comfort and Efficiency
- Streamline Scheduling and Follow-Up
- Introduce Personalized Care Plans
Promote Inclusive Communication
As physician ratings with an online presence have increased, patient recruitment and retention have been considerably impacted by patient satisfaction scores. As a neurologist, I manage not only residents, fellows, and students but also the many stakeholders who provide care to my patients and the patients themselves. This is a privilege and a challenge. Broadly, the best patient care and informed decision-making are achieved when the communication and culture promote inclusivity for diversifying dialogue. Open dialogue and effective communication have been the single most effective ways I have achieved and maintained high patient satisfaction scores. Opinions in the room need to be heard, considered, and critiqued in a team-based approach for efficacious decision-making. In order to foster inclusivity, leaders must practice and master the art of adaptive communication. This includes direct and clear speech, which is inquisitive, courageous, courteous, and matter-of-fact, with a repertoire of communication strategies.
I have used several communication techniques in my practice to be an effective leader, facilitating emotional and confrontational encounters. These include asking for permission to begin the encounter, naming the patient's emotion to empathize with their feelings, showing interest with repetition and clarifying questions, identifying common goals, and thanking the patients for their visit. Utilization of these techniques can help providers navigate patient visits and improve satisfaction scores.
Enforce Visible Name Tags
It's a little thing, but I noticed an increase in patient satisfaction once we enforced name tags. Nurses and doctors have so many things to hold on to; ID clips are often forgotten or hidden. And patients, inundated with information, often forgot introductions as soon as they happened. This, I believe, led them to inquire less and forgo asking for things they needed. Overall, this created dissatisfaction, and they wound up feeling neglected.
Familiarity makes it easier for patients to reach out, whether it's via the call button or in person. They feel less imposing when they're on a first-name basis and are more likely to engage in their own care. It also makes them more inclined to listen to and trust the advice given.
Enhance Survey Response and Feedback
Patient satisfaction and a quality experience are essential for recovery and successful patient outcomes. I currently serve on a patient experience committee, and satisfaction is the prime target. We have worked hard on improving the response volume on the after-discharge survey that is sent out. The Press Ganey survey results are only helpful if they are fully completed. The data extracted from it and feedback received help determine what measures for improvement are needed. Based on the discussions had in the committee, we have implemented reminders on the patient communication board in the room, as well as verbal reminders. There was also a lot of input regarding meals, food, coffee, and leaving the bedside. Based on that feedback, we have implemented a courtesy roaming coffee cart, as well as including a person from dietary to speak to tray and meal concerns. The comments provided by the survey and charge nurse rounds are an evolving work in progress that continually changes, as do the patient comments. Listening with intention is a key priority in providing patient satisfaction measures.
Renovate for Comfort and Efficiency
We have been serving our patient population for over 40 years, and during that time, our office had not undergone any significant updates. Recognizing the need to enhance our patient experience, we recently undertook a comprehensive renovation of our satellite office.
Our approach focused on making the most of our existing layout to create a more comfortable and efficient space. We expanded the staff area, giving our team more room and comfort, which in turn allows them to provide better care. Both the patient and staff bathrooms were completely updated to offer a modern, clean experience.
We also upgraded the lighting throughout the office, incorporated modern furnishings, and designed a cohesive color scheme to create a calming and inviting atmosphere. Our new furniture is designed to accommodate all patients, ensuring everyone feels comfortable during their visit. Additionally, we made significant improvements to our exam rooms to enhance the quality of care.
Although the renovation is still ongoing, the response from our patients has been overwhelmingly positive. They have expressed their appreciation for the improvements, noting the enhanced comfort and modern feel of the office. Our next step is to bring these updates to our main office, continuing our commitment to improving patient satisfaction and care.
Streamline Scheduling and Follow-Up
In my previous role at a healthcare facility, I led an initiative to enhance the overall patient experience by streamlining the appointment-scheduling and follow-up process. Recognizing that a significant portion of patient dissatisfaction stemmed from difficulties in scheduling appointments and lack of follow-up communication, we focused on these areas to make substantial improvements.
We implemented an online scheduling system that allowed patients to book, reschedule, or cancel appointments at their convenience. This system was integrated with our existing electronic health records (EHR) to ensure real-time updates and avoid scheduling conflicts. We also provided training for our front-desk staff to handle the system and address any patient inquiries effectively, ensuring a smooth transition from the traditional phone-based system to the digital platform.
To improve follow-ups, we introduced an automated system that sent reminders via SMS and email about upcoming appointments, which helped reduce no-show rates significantly. Post-appointment, we sent out surveys via email to gather feedback on the patient’s experience, which not only demonstrated our commitment to valuing their input but also provided us with critical data to further refine our services.
Introduce Personalized Care Plans
The one initiative that helped us increase our patients' satisfaction in our menopause care clinic was to introduce personalized care plans and create a secure online portal for better communication. Through telehealth, we were able to conduct frequent follow-ups with our patients, which was helpful as it allowed for modifications of their menopause care plans concerning medication, diet, counseling, hormone therapy, and so on. Essentially, we became patient-centered, and it all made the difference.
