How ambience and staff behavior is important for patient care?
We all must have visited hospital for our medical treatment / surgery / operations for our self or our friends, spouses. Generally we never like the thought of visiting a hospital. It is not our choice by default. I have heard many feedbacks such as the typical smell / aroma of phenyls, unpleasant behavior of administrative staff. All these factors make us uncomfortable or unhappy hospital experience. Whereas we must have noticed as we visit a top or reputed hospital the ambience is totally different. Proper Care should be taken to ensure patient and their spouse hospital visit as comfortable and pleasant. For example good interiors, clean lobby, comfortable sitting arrangements, cafeteria, prayer rooms, courteous staff etc.
As a patient we are already stressed up with our medical related issues and in such instances a good hospital ambience and staff helps in releasing our anxiety to a great extent. Keeping this fact in mind many healthcare providers even in small towns have started paying attention to make comfortable patients experience as pleasant as possible.
It doesn’t mean you need to spend heavily on expensive office interiors. With proper training of your staff this can be achieved. Given below are some key points that should be followed for offering a good ambience to patients and their spouses:
Strive to deliver service on the schedule of your patient, not just a schedule that happens to be convenient for your institution.
Avoid unnecessary long waits for lab results to be distributed; this practice is disrespectful and even not pleasant.
Consider implementing a token number system with display and voice feature. So the patient exactly knows his wait period.
Not-for-profit hospitals and institutions in healthcare can benefit by recognizing and embracing their inherent organizational advantage over for-profit institutions, as follows: It is easier for the employees to identify with the aims of an organization that doesn’t have profit at the center. If you’re not for profit, be aware of this advantage and make the most of it.
Every single employee needs to know how to handle customer complaints and concerns. Even if handling the concern means “I’m finding you someone right now who can address this” it’s far better than “I can’t help you, I’m the wrong person.”
Much of what’s wrong in patient care,satisfaction and customer service is related to poor use of language, and to nonverbal “language” cues (such as hospital employees avoiding eye contact with visitors in the hospital, and acting like they are “other” from us).
A blame-free environment leads to improved transparency, improved systems, and, ultimately, to better results and it can do the same for your hospital. If a mistake happens once it may be fault of employee. If it happens twice, it is most likely the fault of the system. So, they get to work fixing the system. So should you.
The above given points are just a summary of few changes that hospitals can make in their routine working to have a good patient experience on their visit. If you have any comments or suggestions to share, please contact us at +918692991133 or mail us at [email protected]