The healthcare industry has begun making vital shifts to focus on creating a great patient experience. We understand the importance of not only providing great patient care, but also building trust, creating value, and exceeding our patients’ expectations. But how do we know whether or not our patient experience is living up to our patients’ expectations?
According to Stanford Children’s Health, patient satisfaction has been ranked as a top priority by 70% of hospitals. Patient satisfaction matters.
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- A dissatisfied customer tells 9 others not to use your services.
- It takes 12x to win back a dissatisfied customer.
- Out of 4 factors influencing patients’ choice of hospital, the largest factor was patient experience.
- 41% of patients choose a hospital based on non-clinical experience*
Patients truly care about the experience they’re receiving, and they’re ready and willing to share their experience with others. Patients aren’t just sharing by word-of-mouth anymore, though. They’re leaving reviews online that have the potential to reach hundreds, if not thousands, of other patients.
The key to creating a great patient experience that patients will rave about is asking for patient feedback. Most patients won’t complain directly to their provider. For every single complaint that is actually filed, a whopping 26 are not.* We have the ability to increase these numbers and improve our overall patient experience, and it’s as simple as asking for feedback and giving our patients the opportunity to share with us directly.
It takes 12 times to win back a dissatisfied customer. Be sure to take negative feedback to heart and make the necessary changes.
Simply ask your patients for their feedback. Patients are busy, though, so make it as easy as possible for them. Provide a feedback questionnaire for them to complete as soon as they leave their appointment. Or send the questionnaire via email following their appointment. Let them know how valuable their feedback is to you. Thank them for taking the time to leave their feedback.
You can even direct good feedback online to build a positive online presence for your practice. Be sure to take negative feedback to heart and make changes. Remember, it takes 12x to win back a dissatisfied customer. Chances are, if this patient was unhappy, she is not the only one.
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If you’d like to make patient feedback a priority but are strapped for time, check out our Reputation Management product. We can automate the feedback process for you, saving you time and providing you with invaluable feedback. We can give you unprecedented insight into what your patients are saying about you and how they feel after seeing one of your providers. We know the importance of patient feedback.
Tashfeen Ekram, MD, is a radiologist, self-taught coder, healthcare innovator and Co-Founder of Luma Health. Contact him on Twitter at @tashfeenekramMD.
*All statistics shared in this post were taken from data from Stanford Children’s Health: Lucile Packard Children’s Hospital.