Patient experience: 5 best practices

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‍ 2. Building an experience-centric culture‍

Creating an experience-centric culture begins with prioritizing the patient experience. Leaders must emphasize the value of the patient experience and allocate resources to support relevant projects.

Training staff on experience principles

Training employees on experiential concepts, such as empathy, effective communication, and patient-centered care, is also essential. 

For example, Cleveland Clinic's "Communicate with H.E.A.R.T." program improves staff empathy skills, strengthens personal ties with patients, and increases patient comprehension and satisfaction. This has resulted in significant increases in patient satisfaction scores and overall treatment quality.

Examples of experience champions within leading healthcare organizations

Organizations such as the Cleveland Clinic and Mayo Clinic have created positions and programs focused on the patient experience. These champions develop projects and foster an environment in which the patient experience is paramount.

Healthcare businesses may build an experience-centric culture that improves patient happiness and results by focusing on leadership commitment, extensive training, and rewarding experience champions. 

Regular award programs and patient communication platforms reinforce the value of patient experience throughout the organization.

Harvard Business Review suggests that with better patient experience, hospitals see increased readmission and retention rates. 

3. Optimizing the care environment

Improving patient experience in healthcare goes beyond medical treatment and includes the environment in which care is administered. 

Optimizing the care environment through careful design, efficient operations, and the use of technology can dramatically increase patient happiness and outcomes.

Designing spaces that are comfortable, private, and efficient

The physical care environment has a tremendous impact on the patient experience. 

For example, including nature-inspired artwork and soothing color palettes in patient rooms might aid in relaxation and healing. Adjustable lighting and temperature settings personalize the environment and improve patient comfort throughout rehabilitation.

Reducing wait times through process improvements

Reducing wait times through process improvements is another important element. Implementing electronic health records (EHRs) and patient portals enables seamless check-in and access to information, minimizing administrative burdens for patients and staff. 

Additionally, real-time appointment status updates and automatic reminders via SMS or email help keep patients informed and involved, reducing frustration and increasing overall satisfaction.

Technology for easy check-in, information access, and more

Technology can improve the patient experience by making processes more efficient. Patients can use patient portals to make appointments, check their medical records, and contact their healthcare professionals online. 

Integrating telehealth services increases access to care, especially in remote or underserved areas, supporting continuity of care and patient-centered results.

Examples of innovative care settings that prioritize experience

Innovative care spaces, such as the University of Virginia Health System's emergency department, prioritize speed and patient experience by providing a separate fast-track section for less essential situations. This design minimizes wait times and ensures that patients receive prompt care. 

4. Personalizing care delivery

Personalized care delivery entails adjusting communication techniques and teaching resources to each patient. Some patients may prefer extensive explanations and printed materials, whilst others may benefit from visual aids or digital tools like patient chat apps.

Involving patients and families in care decisions

Involving patients and families in care decisions is another critical component. 

The Mayo Clinic's Shared Decision Making National Resource Center is a perfect example, offering tools and resources to help patients participate in care decisions and ensure treatment plans are aligned with their preferences and values.

Using data and insights to anticipate needs

Using data and insights to predict patient needs is also critical. For example, predictive analytics can assist in identifying patients at risk of readmission and enabling preventative interventions. 

Automated warnings and individualized care plans based on patient-specific data improve care coordination, reducing care gaps and enhancing health outcomes.

Addressing the whole patient, not just clinical concerns

Addressing the whole patient entails including social, emotional, and psychological components in treatment strategies. 

For example, adding mental health and social services into care plans can greatly improve patient outcomes and satisfaction. Multidisciplinary care teams work together to address complicated needs holistically, improving overall well-being and long-term health maintenance.

5. Measuring and improving continuously

To continuously measure and enhance the patient experience, patient feedback must be collected via surveys, comments, and other means. This feedback offers useful insights into patient's perceptions and experiences.

Analyzing data to identify strengths and opportunities

Data analysis can help discover strengths and chances for growth. For example, Press Ganey surveys provide extensive input on numerous parts of the patient experience, allowing companies to identify particular areas that require work.

Developing an agile approach to rapidly testing and iterating

Creating an agile strategy for testing and iterating changes ensures that projects are both effective and relevant. 

For example, the Patient Experience Innovation Unit at Massachusetts General Hospital uses rapid-cycle testing to quickly develop and refine patient experience projects. Frontline staff and patients provide iterative feedback loops to validate suggested changes, ensuring they correspond with patient expectations and organizational goals.

Elevating healthcare communication with Rocket.Chat

The value of improving the patient experience and ensuring secure communication in healthcare cannot be emphasized. A positive patient experience improves health outcomes, increases patient satisfaction, and strengthens patient-provider relationships. 

Secure messaging apps for communication are equally important because they preserve patient privacy, assure regulatory compliance, and build trust in the healthcare system.

Rocket.Chat distinguishes itself in this area with its safe, HIPAA-compliant software, and user-friendly communications platform. It equips healthcare businesses with the tools they need to ensure smooth and secure communication among team members, improving both patient care and operational efficiency.

Rocket.Chat's end-to-end encrypted messaging app protects sensitive patient information, while its user-friendly interface allows staff to simply adopt and operate the platform successfully.

As healthcare evolves, safe and efficient communication tools become increasingly important. We encourage healthcare businesses to explore Rocket.Chat's comprehensive features promote teamwork and patient communication in a secure environment.

Help your healthcare organization's communication and patient experience reach new heights with their secure team collaboration solutions.

Contact Rocket.Chat today!