- A multi-dimensional digital Patient Engagement program
- Identify and influence Patient Expectations
- Build a strong Doctor-Patient dynamic
- Empower the patient
- Deliver a consistently good Patient Experience
Our Process
Patient Experience is the currency of patient loyalty and new growth in transactional health care. It is a powerful business multiplier producing word-of-mouth free advertising and social media shout-outs.
It also is a key driver of reputation, brand strength, and brand reach for specific service lines.
The new Patient Experience model starts with a well-ordered and thoughtful Patient Engagement digital interview that is welcoming, easy-to-complete, and treatment specific. The questions are in context, appropriate, and straightforward.
A patient expects to answer several questions about his health and medical history, but the digital interview also asks questions that speak to attitude, resilience, how he is invested in his own health, and other wellness interests.
An effective Patient Engagement digital interview confirms physician core competency, and identifies and influences Patient Expectations. It produces a useful patient narrative which helps the doctor develop a strong doctor-patient dynamic.
Each physician has his own way of meeting a new patient, putting him at ease, asking questions, and presenting a medical or surgical care plan.
A physician in transactional health care uses active listening to build patient trust and confidence in the plan. The physician’s surgical or care plan reflects the very best of patient-centric and evidence-based medicine.
The doctor-patient dynamic drives the patient’s journey to completion of the plan and a successful patient outcome.
We expect professional nurturing care as if we are family and we expect good patient outcomes. Hospitals meet these expectations most of the time, but unfortunately a good patient outcome does not always produce a favorable Patient Experience.
Sometimes we are not at our best as patients. Nurses are used to the human condition and act professionally with nurturing care. They instinctively know how to deal with patient behaviors.
Nursing regularly holds Team building exercises, using role-playing to perfect their skills and technique. Daily Team huddles before shift change keep morale high
Smart leadership meets its nursing teams before they begin their day. They also invest in their employees’ wellness. They actively seek new ideas that improve care delivery, eliminate redundancy and unforced errors, and bring new economies of scale.
Identifying potential patient pain points for staff interactions enables Teams to reimagine ideal tasking for each patient touch point, thus improving each patient’s experience.
Part of transactional health care is consumer’s greater interest in physical, mental, and spiritual wellness. An invested patient who uses holistic practices to relieve stress and anxiety develops resilience, feels better, and is more likely to have better patient outcomes.
Deliverables
- A new Patient Experience model
- Uses an effective digital interview to engage patients
- Identifies, influences, and manages Patient Expectations
- Builds a strong Doctor-Patient dynamic
- Empowers the patient in his overall wellness
- Delivers consistently good Patient Experiences