Increasing Patient Satisfaction with Technology
Posted on Thu, Jul 22, 2010
Today’s hospital market is incredibly competitive. Because most patients have a choice of the hospital they want to use for their procedures and illnesses, facilities are investing in advertising or using other creative marketing to differentiate their hospital from the competition. Patients are apt to choose a hospital where they or someone they know have had a positive experience. And with HCAHPS scores becoming increasingly important, hospitals are looking very closely at increasing patient satisfaction overall.
Creating the Positive Patient Experience
With the advent of the internet and other “instant” technology, patients have a stronger need than ever before to be informed. This is especially true when it comes to their health. For instance, many expectant mothers read books and online forums voraciously during their pregnancy. At the hospital, they ask a variety of questions about their bodies and their new baby. New mothers see a variety of doctors (Ob/Gyn, Pediatrician and others if necessary) and specialists (lactation consultant, etc). Keeping new mothers and fathers informed, educated and entertained is key to the patient experience.
Inform Patients
Patients spend a lot of time waiting….waiting to see the doctor, waiting in the waiting room, waiting for test results. Why not inform ER patients of current wait times? By using technology like MediaCare, the hospital staff can push messages like “current wait time is 30 minutes” to waiting room televisions. Patients will be less aggravated if they know what’s going on rather than guessing.
Educate Patients
There are many ways to educate patients – through one-on-one consultations, written documents, books, or video. Education relating to patients’ conditions or procedures can be reinforced through the use of educational videos. Patients can play, pause, and rewind educational content on demand using in-room IPTVs. Patients will most likely appreciate the education.
Entertain Patients (and Visitors)
Going back to waiting…the average inpatient hospital stay is four days. A lot of that time is spent waiting and resting. This applies not just to patients, but to visitors, too. Providing video on demand with IPTVs will keep many patients (especially children) happy and provide entertainment to family and friends.
The best way to increase patient satisfaction is to put yourself in the shoes of the patient. There are many ways to accomplish making patients happy. Using technology is one step in the right direction.
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