{"id":21178,"date":"2020-08-20T13:32:26","date_gmt":"2020-08-20T17:32:26","guid":{"rendered":"http:\/\/www.carecloud.com\/continuum\/?p=21178"},"modified":"2025-10-22T10:59:47","modified_gmt":"2025-10-22T10:59:47","slug":"improving-patient-satisfaction","status":"publish","type":"post","link":"https:\/\/carecloud.com\/continuum\/improving-patient-satisfaction\/","title":{"rendered":"Improving Patient Satisfaction"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Implementing the mindset that patients are consumers, and focusing on providing top-tier customer service, is essential to provider success in a patient-empowered care environment. Patients are consumers of healthcare, and a positive treatment experience impacts overall satisfaction. They\u2019re ready to voice their opinions, let\u2019s make sure you\u2019re doing everything in your power to ensure their chatter showcases your practice in a positive way.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Value the patient\u2019s time<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">One of the biggest causes of <\/span><a href=\"https:\/\/www.carecloud.com\/continuum\/setting-expectations-the-new-frontier-for-patient-experience\/\"><span style=\"font-weight: 400;\">patient dissatisfaction<\/span><\/a><span style=\"font-weight: 400;\"> is the wait time. A patient\u2019s healthcare journey begins with the first call to the provider, to you, so keep in mind that wait time doesn\u2019t only impact patients when their butts are in your waiting room seats, wait times also include call waiting when they\u2019re trying to reach you over the phone.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">More traditionally, patient satisfaction can be dramatically impacted when an appointment can\u2019t be scheduled within a reasonable time frame, or when delays occur on the day of an exam or treatment.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Eliminating wait time is difficult, impossible even, but prioritizing time efficiency and promoting transparency between you, your staff, and patients can increase patient satisfaction. Be transparent about delays, regardless of the reason, and demonstrate that you value your patient\u2019s time.\u00a0<\/span><\/p>\n<h4><b>Transparency &#8211; <\/b><b><i>it\u2019s all about communication<\/i><\/b><\/h4>\n<ul>\n<li><b>Pick up the phone<\/b><span style=\"font-weight: 400;\">:<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Tell the patient when wait times are high, and give them the option to come a few minutes, or hours, later. This proactive approach keeps your waiting room from getting congested and makes the patient feel valued and respected.\u00a0\u00a0<\/span><\/li>\n<li><b>Go virtual:<br \/>\n<\/b>If it will get your patient seen faster, offer to schedule a virtual visit instead of an in-person one.<\/li>\n<li><b>Communicate before they arrive:<\/b> <span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Inform patients if there\u2019s any paperwork to complete at the visit, or if they can reduce the visit time by completing it prior.\u00a0<\/span><\/li>\n<li><b>Communicate upon arrival:<\/b> <span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">If you or the doctor is running behind, tell your patient upon check-in so he or she knows the wait will be longer than normal. Even though you can\u2019t do anything about it, the patient will appreciate your honesty and will have appropriate expectations about the wait time.<\/span><\/span><\/li>\n<li><b>Communicate while they wait:<\/b> <span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Let patients know if the wait time has increased due to unexpected events and, if possible, give them the authority to reschedule or change their visit to a virtual one.\u00a0<\/span><\/li>\n<\/ul>\n<p><i><span style=\"font-weight: 400;\">Do not make your exam room an extension of your waiting room. Once a patient is in an exam room, they should be seen within a reasonable amount of time.\u00a0<\/span><\/i><\/p>\n<p><span style=\"font-weight: 400;\">Don\u2019t let administrative tasks distract you and your team from providing great care and service.\u00a0 Eliminate cumbersome administrative steps by using support technology such as <\/span><a href=\"https:\/\/www.carecloud.com\/breeze\/\"><span style=\"font-weight: 400;\">CareCloud\u2019s Breeze<\/span><\/a><span style=\"font-weight: 400;\">. An integrated patient experience solution can reduce wait time, decrease paperwork with online pre-registration, and help reduce overall visit time. This enables staff to focus on providing a satisfactory<\/span><a href=\"https:\/\/www.carecloud.com\/continuum\/delivering-patient-experience-excellence\/\"><span style=\"font-weight: 400;\"> patient experience<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Dust off those bedside manners<\/span><\/h2>\n<p><a href=\"https:\/\/www.sciencedirect.com\/science\/article\/pii\/S2452301116301225\"><span style=\"font-weight: 400;\">Communication is essential<\/span><\/a><span style=\"font-weight: 400;\"> in forging meaningful patient relationships and increasing satisfaction. Patients want to feel confident and trust that their physician knows their healthcare needs. Developing a rapport can help you acquire information more efficiently, decrease the need to repeat questions, and increase patient satisfaction. Here are a few tips on effective patient communication:\u00a0<\/span><\/p>\n<h4><b>Practice Active Listening\u00a0<\/b><\/h4>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Validate the patient\u2019s needs by demonstrating responsiveness<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Be attentive and empathetic<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Keep in mind that exam room technology can act as a barrier between you and the patient. This may make you <\/span><i><span style=\"font-weight: 400;\">appear<\/span><\/i><span style=\"font-weight: 400;\"> disinterested.<\/span><\/li>\n<\/ul>\n<p><a href=\"https:\/\/hitconsultant.net\/2020\/03\/17\/coronavirus-outbreak-best-practices-patient-communication\/#.XydD9vhKg6h\"><span style=\"font-weight: 400;\">Patient and physician interactions<\/span><\/a><span style=\"font-weight: 400;\"> should be comfortable, enjoyable, and open. Be ready to communicate the truth about misinformation and current treatments, and be sure to explain the rationale and methods utilized by your practice to protect your patients from infections and seasonal outbreaks.\u00a0\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">How to communicate while wearing PPE (from head to toe)\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Although many patients have become desensitized to providers wrapped up in personal protective equipment (PPE) that doesn\u2019t make communicating through all that gear any easier. Some patients may find PPE frightening or intimidating, especially when a face mask is blocking the typical non-verbal cues we all rely on.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Communicating with PPE requires patients to rely on eye contact, gestures, and verbal cues. It can be challenging for hearing impaired patients, who would normally rely on lip reading, to understand verbal communications. A few ways to communicate more effectively while wearing PPE include:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><b>Articulate your words and speak slowly<\/b><span style=\"font-weight: 400;\"> &#8211; a mask may muffle your voice<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Make eye contact as much as possible<\/b><span style=\"font-weight: 400;\">\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Use nonverbals <\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Nod, raise eyebrows or use hand gestures to aid verbal communication<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Practice<\/b><a href=\"https:\/\/www.medicaleconomics.com\/view\/use-psychology-improve-patient-satisfaction\"><b> emotional mirroring<\/b><\/a> <span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Appear more empathetic and interested<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Utilizing a <\/span><a href=\"https:\/\/www.carecloud.com\/breeze\/\"><span style=\"font-weight: 400;\">patient portal<\/span><\/a><span style=\"font-weight: 400;\"> can open other doors for delivering information, save time for patients and staff, and encourage the much-needed shift towards patient-focused care.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Patient Experience Software<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Patient Experience Software can be a useful tool for maintaining wellness, removing communication barriers, and addressing concerns before they can grow into more severe healthcare issues. A well-designed engagement program should fill in health information gaps for patients and enable patients to have informed conversations about their care, boost their motivation, address compliance risks, and help with benefit hurdles.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Your patient engagement program should complement your information gathering and communication methods, not act as a replacement.\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><b>Customize patient support:<\/b> <span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Put the patient journey in focus and communicate your desire for communication and data barriers.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Provide a Multi-communication <\/b><a href=\"https:\/\/www.biopharmadive.com\/spons\/patient-engagement-in-the-time-of-covid-19\/578439\/\"><b>engagement strategy<\/b><\/a> <span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Determine the right message, time, and method of communication, to provide the most value based on patient preferences.<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Choose a program that provides <\/b><a href=\"https:\/\/www.carecloud.com\/breeze\/\"><b>simple, convenient technology<\/b><\/a> <span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">If it\u2019s not user-friendly, it could become a roadblock.\u00a0\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><b>Don\u2019t assume patients will use your portal: <\/b><span style=\"font-weight: 400;\"><br \/>\n<\/span><span style=\"font-weight: 400;\">Be clear about the availability and benefits of the patient portal but don\u2019t force it onto your patients.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">When shopping for patient engagement and experience tools, search for a solution that will\u00a0<\/span><a href=\"https:\/\/www.carecloud.com\/breeze\/\"><span style=\"font-weight: 400;\">communicate seamlessly<\/span><\/a><span style=\"font-weight: 400;\"> with your existing PM and EHR solutions. A truly integrated program will provide a payment platform, offer convenient scheduling, send high-risk patients reminders regarding preventative healthcare, and follow up on interventions and medication changes.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Foster Transparency\u00a0<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Today, patients have more healthcare options and place a higher value on convenience, quality, and trust. Placing confidence in care coordination can increase patient satisfaction, provider loyalty, and better overall healthcare experiences.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Often, patients categorize quality care as empathetic care. If they don\u2019t understand the rationale behind a treatment plan, they may not comply.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Always share appointment expectations with each patient, the availability of virtual or in-person visits, and pertinent healthcare education to foster true transparency. This will help you develop a trusted and valued physician-patient relationship.\u00a0<\/span><\/p>\n<h4><b>Transparency between physicians and patients can be increased by:<\/b><\/h4>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Avoiding confusing jargon\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Defining medical terms\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Offering easy to understand resources to improve health literacy\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Providing accessible resources for later review or reference<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Encouraging ownership of individual health with a patient portal<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Transparency regarding the costs of proposed treatment can reduce the risk of wasted time or canceled appointments. Patient experience software can provide clarity in fees with a breakdown of balances and charges. Patients may feel that their physician is less competent if they don\u2019t explain costs and treatment options, which may lead them to be less- or non- compliant.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Shared Decision Making<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Increasing patient engagement is beneficial to the patient and the provider. Improved health literacy can allow patients to become more involved in their healthcare decisions. Make patients feel like a valued member of the healthcare team through education and empowerment to become actively involved in their care. An empowered, equipped patient is less likely to leave your practice.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A patient that has the desire, and ability, to access their personal health data can help improve their health outcomes and reduce care costs. It\u2019s a win for their health and a win for your practice. A few ways to increase patient engagement include:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Consider their preferences, values, and goals<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Decide on a treatment plan together<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Establish specific, achievable, health-related goals<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Inquire about support systems and what information they consent to share\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Engage the support from family and friends to encourage compliance and meeting healthcare goals\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Measure patient satisfaction through<\/span><a href=\"https:\/\/www.medicaleconomics.com\/view\/how-patient-satisfaction-scores-are-changing-medicine\"><span style=\"font-weight: 400;\"> surveys<\/span><\/a><span style=\"font-weight: 400;\"> and adjust services as needed<\/span><\/li>\n<\/ul>\n<h2><span style=\"font-weight: 400;\">Wrap-up<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">The development of a satisfactory physician-patient relationship often entails more than standard care. Patients want to feel that their physician is attentive, and has the confidence to follow their care advice. Implementing measures to make patient visits a more positive experience can help increase engagement and develop a satisfying experience for everyone involved.\u00a0<\/span><\/p>\n<p><!--more--><\/p>\n<p><b>Bio:<\/b><\/p>\n<p><span style=\"font-weight: 400;\">Maureen Bonatch MSN, RN, draws from years of experience in nursing administration, leadership, and psychiatric nursing to write healthcare content. Her work has appeared in numerous health system websites and healthcare journals. Her experience as a fiction author helps her craft engaging and creative content. Learn more about her freelance writing at CharmedType.com and her fiction books at MaureenBonatch.com<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Implementing the mindset that patients are consumers, and focusing on providing top-tier customer service, is essential to provider success in a patient-empowered care environment. Patients are consumers of healthcare, and a positive treatment experience impacts overall satisfaction. They\u2019re ready to voice their opinions, let\u2019s make sure you\u2019re doing everything in your power to ensure their [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":43405,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[36,69],"tags":[342,25,200,33],"class_list":["post-21178","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-patients","category-show","tag-consumer-minded-patients","tag-patient-experience","tag-patient-satisfaction","tag-patients"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Ways to Improving Patient Satisfaction \u2013 Continuum<\/title>\n<meta name=\"description\" content=\"Improving Patient Satisfaction is beneficial to the patient and provider. 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