Submitted On September 25, 2014
It does not take a survey to conclude that people confined to hospitals would rather be someplace else. However, decision makers at these facilities sometimes forget that the people they are treating often have a choice about where they receive care. Addressing common customer complaints helps to provide the patient with a therapeutic experience as well as grow the business.
Satisfaction surveys universally find that customers' first impressions of hospitals heavily influence their opinion of the experience as a whole. In fact, patients begin to form an opinion on their care before even setting foot into the facility. Lack of parking spots or having to park far away from the entrance is understandably a common complaint, especially coming from those who are injured or have mobility problems. Confusing signage is another frequent grievance. No sick person wants to spend several minutes lost in the facility after their harrowing parking lot experience. Finally, all employees should be trained in how to address customer service issues. Most complaints deal with staff members scoffing at requests for information or even directions. Evaluating first impression items like parking, signage, and customer service can go a long way in setting the tone for the patient's stay.
Another frequent charge is that hospitals are very slow to deliver services or information. Modern consumers are used to having access to information immediately through portable devices like smartphones or tablets. They expect to be able to manage their health care similar to the way they pay bills, watch movies, or shop. Hospitals can increase satisfaction by creating online accounts that allow patients to participate in the management of their treatment or stay. Pre-admission forms, consents, and insurance documents can be handled when convenient. Tests and laboratory schedules can be communicated through the account. Additionally, doctors can share videos, articles, or other educational resources to help the patient better understand his or her treatment. These accommodations are all moot, however, if the facility fails to provide fast, free Wi-Fi.
Providing a restful, stress-free stay for patients receiving care not only promotes recovery; it can also help the facility's bottom line. A 2012 study found that people who had a positive experience will tell three friends family members about it. Conversely, people who were not satisfied shared the news with up to 25 others. Social media sites expand the reach of unhappy customers. Why is this important? One study of 1,000 participants found that 33 percent of consumers used social media as a resource for gathering or sharing medical information. Of that 33 percent, 41 percent were influenced by reviews of specific hospitals or physicians. A number of negative reviews can cost a facility patients, particularly those planning to undergo an elective procedure.
Treating patients like guests in a luxury hotel rather than prisoners will go a long way in ensuring that the consumer can focus on recovery. Evaluating areas in which your facility could use improvement and implementing solutions will help it stand out from other options in the area.
When considering hospitals, Jefferson Parish residents visit East Jefferson General Hospital. Learn more at http://www.ejgh.org/index.php?option=com_content&view=article&id=5&Itemid=1.
Article Source: http://EzineArticles.com/?expert=Anna_Woodward
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