Balancing conflicting patient expectations for high satisfaction: Can you find the right approach?

In my experience understanding patient need with the level of service comes down to understanding your ability to balance supply (service provision) and demand (patient need). To be able to ensure service delivery, the first step is being able to forecast demand. In this instance it would mean understanding the number of patients per period, followed by the type of service (care) they require. These requirements can be categorized into appropriate 'buckets' which can help health care professionals ensure what they 'supply' meets the patient expectation. A one size fits all approach is definitely going to meet with resistance.

One critical aspect to consider is how we can harness these insights to not only meet but exceed patient expectations through innovation and empathy-driven care. By integrating patient narratives with cutting-edge technology, we can bridge the gap between patient needs and the services provided, ensuring that healthcare delivery is not just about meeting expectations but about transforming the patient experience for the better.

Communication is all in terms of the relationship between the healthcare worker and the patient. If there is no trust, nothing works. Those communication skills can be taught. Patients wants transparency and not being played with their health and money. Also, PREMS, can help a lot on this and to not forget that maybe sometimes expectations are high but to tell the truth, even that is not good for the budget is better. Autonomy principle, No maleficence, no conflict of interest.

In our routine, where we frequently work with both children and their parents, clear and compassionate communication is crucial. It's not just about explaining treatment options and procedures but also about understanding and addressing the unique anxieties and hopes of young patients and their families. We invest heavily in training our team—dentists, assistants, and support staff alike—to not only convey information effectively but to also listen actively and provide reassurance. For instance, using age-appropriate language and visual aids can make a significant difference in how children perceive their treatment.

In pediatric dentistry, where each patient’s needs and preferences can vary widely, customizing the patient experience is crucial for managing diverse expectations. This approach goes beyond simply delivering standard care; it involves tailoring communication and treatment plans to meet individual needs. For instance, some parents may want in-depth explanations and active involvement in decisions about their child's dental care, while others might prefer a more streamlined approach, trusting the professional judgment of their provider. By personalizing interactions—whether through detailed discussions, visual aids, or simplified explanations—we can align our care with each family’s preferences and comfort levels.

At the core of service customization is patient-centered care, a collaboration between healthcare providers and patients. Following best practices, acknowledges individual patient needs, leading to improved health outcomes and greater satisfaction without compromising standards. It’s important to call out two important aspects: - Effective health education: Using clear, jargon-free language along with visual aids enhances comprehension and empowers informed decision-making. - Cultural competence is also critical; understanding diverse backgrounds influences patient expectations. Training staff in cultural awareness promotes trust and respect.

As per a previous comment on acquiring patient insights to ensure that the care that is provided (supply) aligns to the patient expectation (demand), customizing service can only be done by having a robust demand forecast process. Such a process will consider how to gather insights using qualitative and quantitative approaches which can lead to customizing the care provided whilst balancing the cost, etc of such care.

This will be an issue in the future with more ubiquitous AI, probably informed consent for AI tools for diagnose and treatment will have to be customized or personalized to cope with all the expectations and autonomy of patients.

In any healthcare setting, having clear policies in place is crucial for managing different patient expectations and keeping everyone on the same page. These policies outline what parts of care can be adjusted to fit individual needs and what aspects are standardized for everyone. By clearly communicating these guidelines to both patients and staff, we set realistic expectations from the start. For example, we might allow flexibility in appointment times or communication styles, but core dental procedures and safety standards remain consistent. This way, patients know what to expect, and staff can provide consistent care without confusion or misunderstandings.

The problem here is that sometimes in the fever of caption of patients, healthcare providers(especially in dental care private settings) offer standardized treatment in bundle packages that are terrible, and not applicable for all patients. Patients pays the bundle, then dentist spent 30 minutes explaining why it cannot be done in that case. This is a clear example of silos in healthcare system when commercial have no conversation with clinicians. The answer is no, NO HARM, MUST ALWAYS GOES FIRST.

Investing here is essential for effectively balancing patient expectations and ensuring high satisfaction. While clinical skills are important, it’s equally crucial that your team is trained in interpersonal skills, cultural competence, and conflict resolution. By equipping staff to recognize and respond to the diverse needs and emotions of patients, you enable them to manage expectations more effectively. For instance, training in empathy and communication helps staff address patient concerns with sensitivity and clarity, while conflict resolution skills empower them to handle misunderstandings or disagreements constructively. When your team is well-prepared to navigate these challenges, they can provide a more personalized experience.

In my experience, whilst training is crucial, ensuring ongoing coaching and mentoring engrains the learning whilst staff are doing their jobs. The value add is multiplied resulting in more sustainable delibvery of services.

This is a very broad topic with a multitude of methodologies, naming conventions, tools and techniques. The one point I can make from my experience is that it requires a culture change within the organization and as such, ensuring your people are an integral part of the process is vital to ensuring success.

For larger organizations, there is no excuse for not having frameworks like PDSA/PDCA. Formal quality systems are key aspects of properly functioning administrative and clinical operations. They ensure compliance with regulation and set organizations on a proper path to continual improvement. For smaller organizations, formal frameworks will be challenging, but there is nothing better than patient feedback to make sure you’re providing quality care, as long as that information is actioned upon.

Embracing a strategy of continuous improvement is vital in managing patient expectations effectively. Healthcare is ever-changing, and so are patient needs and expectations. By regularly reviewing processes, gathering patient feedback, and analyzing satisfaction scores, you can pinpoint areas that need enhancement. This ongoing evaluation allows you to adapt and refine your approach to meet evolving expectations. It’s a dynamic cycle of listening, learning, and adjusting that ensures your practices stay relevant and effective. Implementing improvements based on this data not only helps in addressing current patient concerns but also proactively enhances the overall care experience, keeping patient satisfaction consistently high.