For A Better Patient Experience Focus On The Outcomes That Matter Most

I am writing a series on this topic, this is the first blog of "Patient Experience" Series.

"make patients happy" - smile & greetings, provide help, talk kindly, make them feel special, free parking, less waiting time, tasteful customised food... while these elements are important to provide compassionate care and create some impact on patient experience, but not enough to create exceptional patient experience.

Focus on outcomes that matters most to the patients

• The patient experience relies on communication, shared decision, empathy, compassion moreover human connection. You can create experience survey measures like "Getting help as soon as wanted after pressing the call button. Getting help as soon as wanted to use the restroom etc"
• It also depends on cure time, pain management, coordinated care. You can create measures like "How often was your pain well controlled? How often did the hospital staff do everything they could to help you with your pain? Do you feel it has taken long time to diagnosis your health issue? Do you think all your care providers are coordinated well about your condition?"
• It is highly driven by the quality, experience & engagement of caregivers. It is also influenced by the ability of clinicians on how they relate to their patients with humanistics values, treat them as people rather patent. The measures could be "Treated them with Courtesy and Respect, Listened Carefully to them, Explained things in a way they could understand, Patient received written instructions regarding symptoms or health problems to monitor after leaving the hospital etc"

Patients will provide experience on how well their needs are met clinically and emotionally. Organization try to put measures with processes to understand their experience during the stay and oncourse of treatment.

Healthcare organisation should set Patient Experience goals based on the outcomes described by the patients as one of the top 5 goals of the hospital. Use experience scores to see if the organisation proceeding in the right direction.

"Patient Experience must be the goal of every caregiver in the organisation and empower them with the right set of support, tools and technology (like DocEngage) to improve those goals , naturally lead to improved patient experience.

Please click here to view interesting Sample experience which I found in the web.

DocEngage Patient Experience plays a vital technology role in improving patient experience by defining and tracking PXM metrics and also provide complete platform to improve it.

Reachout to me if you want to have a discussion on defining your hospital's Patient Experience Strategy

Asha Satapathy,

COO, DocEngage - HealthCare Apps Platform - Patient Experience, CRM, Practice Management, EHR, Home HealthCare (https://www.docengage.in/requestfordemo)