Improve Patient Satisfaction Scores For Better Results
Giving the best treatment through a composite of tests, procedures, and pain alleviation practices is expected in the course of the line for healthcare facilities and professionals. However, doing what is in sync with the normal will not be the differentiator that improve patient satisfaction. Only when people realize the reason behind their health conditions, are given consistent clinical support when they need it most, and are confident to trust their doctors and nurses, are they satisfied enough to set the bar up for the requisite scores?
Hospitals are paid according to patient satisfaction ratings under the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). The whole concept of reimbursement models that have moved away from fee-for-service to value-based service is instilling the need for patient-centric standards that will improve the outcomes and reduce recurring episodes of readmission into hospitals. When there are fewer readmissions the repetitive costs per patient go down and help in reducing the rising healthcare expenses.
Variance in patient satisfaction
Patient satisfaction differs between individuals because pain is interpreted at different levels by everyone. Some of them can endure a higher degree of pain and not complain till their health conditions are beyond the realms of a small procedure. Others feel the pressure in the initial stages and get diagnosed early enough to combat it with treatment plans that are more effective because of the initial stage detection of the disease.
Based on circumstances also patients evaluate their experience as the one in an advanced stage of pain may need more time and effort in clinically suppressing and eliminating the unhealthy symptoms in a person.
Several other factors weigh on patient satisfaction metrics that decide the HCAHPS scores. Here are ways that can elevate the experience and satisfaction levels of patients and are controllable from a clinical administrative point:
- Patient Education
A well-informed patient comprehends the health condition and the choice of treatment. They have answers to all the valid questions such as
- Why they are suffering from a particular symptom
- What are the possible treatment plans
- Why a particular diagnostic test was recommended
- What are a few things one has to be prepared for in the worst-case scenario
- All the do’s and don’ts that are part of the treatment protocol
These answers ideally must be conveyed during a patient-doctor consultation and must not be something that has been searched on the internet. An ideal doctor will relay the details to patients smoothly and reassuringly and also advise them to do their research but not get scared or baffled by social media results. When a doctor imbibes confidence in patients through the right guidance their trust and satisfaction increase to provide a better experience.
- Efficient administration
Hospital consoles are never calm. There is always a sense of urgency that prevails specifically when it is an emergency room case. The chaos always gives leeway to miffed and angry patients or their families who carry on to vent their frustration long after the treatment. Battling this situation through smooth administrative and people-listening skills is crucial.
Automation and digital tools can be put to use to reduce the load of front-office staff who handle a bunch of questions related to billing and insurance. The whole experience of a patient’s admission to discharge must be smooth. They should feel involved and not alienated by the hospital staff concerning their health concerns. When a patient is involved in decision-making, they are more accountable and motivated to take charge to cooperate with their treatment plan.
- Improve patient engagement
Participation of patients at every stage of their treatment increases the outcomes. Hospitals hire the best clinical and non-clinical staff to offer the best standards of care to patients. So it is imperative that patients can understand their health conditions and other concerns involved such as
- The need for a diagnostic test to detect illness promptly or rule out a case
- Different cost-effective treatment plans
- Continuity with follow-up and other engagement practices
- Access to a physician in case of emergencies and non-emergencies based on the case
Conclusion:
The value-based reimbursement model requires high patient satisfaction scores. Nevertheless, it is important for healthcare units to involve their patients in discussions as that increases equity and improves the trust of patients.
