Patient satisfaction results are everywhere. In fact, there are websites that exist solely for this purpose. Healthgrades, for example, claims that 20 million visitors use its services each month. Users can search for and grade their doctors, and leave comments for other readers.
In the age of consumerized healthcare, patients can quickly shop online for a new physician. When a doctor makes a referral to a gynecologist, the patient can do a quick web search on the new doctor. If she finds low scores and negative comments, she may ask for a different referral.
Medical practices that pay attention to customer satisfaction data probably already know that a dissatisfied customer is more likely to spread the word than a client who had a good experience. Since it is easier than ever to rate physicians with social media at our fingertips, clinicians must pay attention to what their patients are saying and be able to respond to criticism in an effort to create a better experience.
Don't Test Your Patients' Patience
Beyond a smiling receptionist who greets each patient warmly, excellent communication and a physician's attentive manner, the way a practice is run greatly affects patient satisfaction. Consumers notice when their records aren't readily available or when an ultrasound scan takes a little too long to retrieve. Time is money, after all, and waiting for records and scans can be frustrating even for the most patient of patients.
An important component of efficiency is good equipment. Computers, electronic medical records (EMRs), billing systems and medical equipment such as ultrasound systems need to be kept up to date to make the most of every patient visit. Even the newest equipment can be improved by installing add-ons that drive efficiency.
One such add-on is a software component called Tricefy, a cloud-based, centralized image management system made for ultrasound machines. With a component like this, providers can quickly and securely share 2D or 3D ultrasound images with other providers, between offices and even with their patients. That makes it much easier to get a second opinion, refer a patient to another doctor or ensure that the next physicians has all the proper information.
Any physician with a smartphone or internet access can view and share their images and reports from any location — and rest assured that the images are secure. These systems also ensure that images are filed correctly with the medical record and that billing procedures are compliant with federal regulations. Efficient filing and record storage is a must-have for departments of any size, and tools such as ViewPoint compile all information and images in one system for easy access to past exams.
Cultivating Patient Satisfaction
Patient satisfaction can be marred by excessive wait times, dismissive staff members, having to repeat medical tests and more. And while patients appreciate receiving thorough information, too much at once can be overwhelming. If a practice cannot provide written materials about a patient's diagnosis and care, it should be able to point her to a reliable source of information.
Additionally, if a practice does not collect patient satisfaction surveys, it should at least look to those websites that allow patients to assign grades and leave comments, both good and bad. These sources can provide insights beyond what a survey might capture and generate opportunities to remedy problems that may be driving customers away.
At the end of the day, capable and reliable software and equipment drive efficiency, increase revenues and minimize unbillable services. Patients are paying attention to these details, and their doctors should as well.
