Tell Us About Your Needs

Three Ways Healthcare Organizations Can Make Patients Feel More Comfortable by Guest Blogger Intern Rachel Castleberg

customer service in healthcare doctor doctor's office healthcare hospital patient engagement patient experience physician's office Oct 05, 2023

 Most of us have spent a morning in the waiting room of a local clinic, sitting in an uncomfortable chair, eyes switching between a year-old entertainment magazine and the clock on the wall. We finally get called up, see a speedy procession of professionals, and then find ourselves outside with prescriptions in hand. As we leave, we wonder if there is a better way to get the care we need. The good news is that there are several ways that your organization can avoid this scenario. Here are three: 


1.       Remember That the Patient Experience Does Not Begin in the Exam Room.  

Make sure that your organization’s important information is readily accessible online. This goes beyond phone number, address, and hours—do you have different phone numbers for making appointments and for after-hours questions? Is parking readily available, or is your location near a well-frequented bus stop? What insurance plans do you accept, and do you have options for uninsured patients? What are your typical wait times? Few things relax patients more than being able to walk into an office knowing exactly what they can expect.  

2.       Get the Whole Story—the First Time.  

Patients want to feel heard. Let them give you the full context of why they came to your practice today. At the same time, make sure that the patient doesn’t need to recount all the important details more than once or twice; this gives the impression that no one is actually listening. Your patient will take comfort in knowing your whole care team is on the same page.  

3.       Empower Patients to Make Their Own Decisions  

Your patient is there to see you because you are an expert in your field—but it’s just as important to remember that the patient is an expert on themselves. Once you have the information you need to suggest next steps, inform patients of their options, and reiterate that how they proceed is ultimately up to them. Patients come to you when they are experiencing peak discomfort; you can alleviate that not just by treating their presenting symptoms, but by encouraging them to make the best decisions for their life. 


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