Ideas for Patient Satisfaction

A happy patient can mean a healthier patient. Studies show that patients who are satisfied with their care are more likely to be compliant and have better outcomes. Patient satisfaction begins with building a strong relationship, but goes much further. Here are some ideas to consider when working to improve patient satisfaction.

Listen

• The first step in making your patient happy is simply to listen. Often, patients complain that their health-care providers seem rushed and too busy to listen to them. Take time to listen to your patient's concerns. Make eye contact. Wait to speak until your patient has finished, then ask questions to be sure you understood everything he has said.This conveys to your patient that you care and want to understand his needs.

Treat your patient like a customer

• It is important to remember that if there were no patients, there would be no health-care providers. Patients keep us in business! Treat your patient like a customer whose business you don't want to lose. Smile, be courteous, and go above and beyond. This can be difficult at times, but the payoff is huge.

Keep a professional appearance

• Appearances matter. Anything or anyone a patient comes in contact with should be neat and tidy. Exam rooms should be spotless. Waiting rooms should be clean and stocked with reading material. Health-care providers should make an effort to dress professionally. This also means no chewing gum, long fingernails, personal phone calls in front of patients, or smoking before you come in contact with patients. When a patient walks into your facility and sees cleanliness and professionalism, he knows he can expect to receive quality care.

Walk a mile in your patient's shoes

• As health-care providers, it is easy to forget what it is like to be a patient. Patients are often scared, anxious and uncomfortable. They're often made to wear immodest gowns, undergo frightening procedures, and trust everyone in charge of their care. Keep this in mind when you feel a patient is being difficult or unreasonable.

Take complaints seriously

• When your patient has a complaint, listen and apologize. Never place blame or become defensive. Just accept the complaint, apologize, and assure the patient that you will do your best to make things right. Follow up with your patient later to let him know the situation has been handled. If possible, compensate the patient in some way. This might be a gas card if the patient has driven to an appointment that had to be canceled, or a certificate for lunch if the wait is excessive.

Answer all your patient's questions

• Always explain things carefully and then ask if your patient has questions. This gives your patient time to consider what you have said and make sure he understands. It may seem time-consuming, but saves time in return calls and visits.