3 Best Ways For Healthcare To Improve Net Promoter Score

by Quality Reviews Real Time Patient Feedback in Minutes ...Not Month

Provide a Pleasant Environment:

Medical offices, hospitals, and other healthcare facilities have a bad image for being drab, with harsh fluorescent lights, blank walls, and little to do but gaze at your phone while waiting to be seen. When you add in the worry that many people in need of treatment already have, you have a recipe for a bad encounter. While spending time in a medical facility is unlikely to be anyone's idea of fun, a little sprucing up can go a long way. Don't worry, you won't have to spend tens of thousands of dollars on a redesign to achieve your goals.

For example, playing pleasant background music in your waiting room can help clients relax for relatively little money. You might also want to consider providing refreshments. It doesn't have to be anything fancy; a coffee/tea maker and a water pitcher (maybe flavored with cucumber slices or chopped fruit if you really want to go all out) would suffice. A small selection of prepared foods, such as pretzels and granola bars, could also be placed on the table.

If you want to make it more decorative, add some plants, artwork, or a little tabletop fountain. Oh, and don't forget to provide some entertainment for the patients – a variety of publications and newspapers is usually a good idea. You can repaint, buy new furniture, or install new lighting if you want to go all out, but it's not required.

Because so many healthcare facilities have a sterile, utilitarian vibe, patients will notice even little details. Patients will be far more likely to suggest you to others if you can manage to make your surroundings peaceful and pleasurable.

Prioritize Efficiency:

Operating more effectively is another excellent strategy to improve your net promoter score. Many patients believe that going to the doctor (or hospital, physical therapist, imaging centre, etc.) is a time-consuming process, and who can blame them? If you streamline your operations to avoid some of these typical annoyances, you'll be able to gain a lot of positive feedback from patients.

Take, for example, wait time. Long wait times are one of the most common concerns among patients; in fact, one out of every five patients has switched providers as a result of them. Although you may not always be able to limit wait time, it is typically the result of poor patient flow. A patient flow management tool ensures that patients travel through each stage of care as quickly as possible, from check-in to check-out. As a result, you'll be able to stay to your ideal timetable and cut patient wait times in half.

You should also think about your patients' convenience. Anything you can do to cut down on the time and effort patients spend looking for care will set you apart from the competition. Most individuals would rather arrange an appointment online than call your administrative staff, for example. Similarly, you should make it a point to interact with your patients in whatever form they choose. Texting appointment reminders and surveys to patients are often less inconvenient for them than having to deal with phone calls, emails, or snail mail.

These are, of course, just a few examples, not an exhaustive list. So, if you want to improve the way your facility runs, you'll have to delve a little further to figure out which sections need to be updated.

Follow up with unhappy patients:

An unhappy patient whose complaints have been neglected or unaddressed can have a significant impact on NPS in healthcare. The good news is that a dissatisfied patient does not have to stay that way. Reaching out to a patient who has provided negative feedback, listening to and learning about their issue, and offering a solution provides you a good chance of improving their entire experience – a strategy known as service recovery. If you appease them sufficiently, they may even switch from whining to chanting your praises. If you let it slide, however, you may find yourself the target of unfavorable reviews or word-of-mouth.

When it comes to successful service recovery, there are a few key factors to consider, one of which is punctuality. Unhappy patients want to be treated right away, not days, weeks, or months afterward. You're due for an upgrade if your patient feedback system isn't providing you with the information you need in time to intervene. Look for a patient surveying solution that gives you real-time data so you can be notified right away if a patient has a problem that needs to be addressed. The sooner you contact the patient, the higher your chances of getting things back on track.

When speaking with the patient, show empathy and pay attention to whatever problems they've encountered. Even if their bad experience was mostly beyond your control, resist the desire to place blame on a specific person or scenario. This sends the idea that you're more concerned with protecting yourself or your company than with helping to address a problem.

Once the patient has shared their experience with you, apologize (again, without assigning blame) and collaborate with them to find a solution. And, as the saying goes, actions speak louder than words, so make sure you follow through. If there is anything you can do to go above and beyond, it will most certainly be greatly appreciated.

In the healthcare industry, increasing your Net Promoter Score can be difficult. Healthcare professionals, unlike those in retail, food service, or hospitality, do not have the option of simply giving angry customers a coupon or a freebie. However, there are numerous simple actions you can take to create a more pleasant workplace, discover and eliminate any operational inefficiencies, and soothe dissatisfied patients. And each of these actions contributes to a more positive patient experience. Over time, this approach may be able to transform apathetic patients into ardent supporters eager to refer their friends and family to your facility.