By Jackie Sciaudone | Oct. 30, 2019
Halloween is nearly here, which means spooky season is already upon us. Everyone is gearing up for a day filled of ghosts, ghouls, and goblins! While many are seeking a good scare this season, there is one group of people who aren’t — your patients. When your patient experience is scary, it’s anything but enjoyable.
Patients don’t want to be sitting for long hours in a waiting room or have to call your receptionist every time they need to schedule an appointment. Instead, patients want an experience where they can access their lab results through patient portals, schedule appointments online, receive reminders via text message, and even have remote visits. These aren’t simply desires, they’re demands. If your healthcare organization fails to keep up with the patient experience standards, they will take their business elsewhere.
Having a scary patient experience can result in patients choosing another healthcare organization over yours. In today’s world, one bad experience from a patient can lead to a negative online review, ensuring potential patients are less likely to choose your organization. In fact, 70 percent of patients believe online reviews are crucial in selecting a healthcare provider.
Improving your scary patient experience does more than meet the needs of patients, it helps your bottom line, too. Higher patient experience scores are associated with higher hospital profitability, and this association is strongest for aspects of patient experience most likely to be associated with clinical care.
Patients shouldn’t be scared to walk into your healthcare organization. They shouldn’t anticipate feeling frustrated and disappointed every time they step foot into a healthcare organization. With the shift towards value-based care, improving patient experience should be one of your healthcare organization’s top priorities.
Check out our latest infographic to see how our team can ensure Halloween is the only spooky thing this season!