In a recent webinar by Healthgrades on the Future of CRM in healthcare, they describe today’s healthcare consumer as:
Informed - consumers view up to 8 health information sites and rely on the information they gather from these sites to make decisions about their care
Choosy - 65% of consumers are frequently shopping for a new physician
Impatient - 80% of consumers will choose a physician that has online self-scheduling over a physician that doesn’t
Fickle - only 9% of consumers would definitely follow their primary care physician to another practice or clinic
It’s hard work to provide today’s healthcare consumer with an excellent care experience.
A critical part of this hard work is capturing the patient-consumer’s voice and integrating it to the delivery of outcomes while meeting the patient’s needs and expectations. When you know how to capture the patient’s voice in the patient’s own words, you can, as a provider, see the care experience from the patient’s perspective and get insights into all different aspects of that experience.
Being able to hear your patients’ voices and seeing a care episode from their perspective will help you provide the best possible care experiences. Acting on this kind of insight might be the only way to ensure that your informed, choosy, impatient, and fickle patients will choose you the next time they are considering their options for a care provider.
What if “room decor” was the key difference between a “good experience” and an “excellent experience” that would make the patient choose you as their provider?
This was exactly what we found while analyzing patients’ comments for one of our partners.
To clarify, “room decor” is not a specific domain of patient experience, as these domains are defined by standardized CAHPS surveys. While questions around room decor are unlikely to be featured in most patient experience surveys, it’s become clear to us through patients’ own words that it does impact excellent patient experience.
Here are some data points behind a negative trend we recently detected at a healthcare setting:
"Room decor is disturbingly outdated and dreary feeling. It needs to be updated."
"The room I had was not decorated. I noticed some of the other rooms were decorated though."
"The experience was great overall. We were comfortable and well taken care of. my only suggestion which has little to do with the care I received, is it would be lovely to have a more updated and comfortable room decor."
Patients tell you what they need to come back to you as their provider of choice.
It’s critical to identify trends within what your patients say so you can understand and act on what creates an excellent experience for them. In some cases, that difference might be in relatively simple fixes like room decor.
Wouldn’t you do something - even this afternoon - if you knew that room decor had a direct impact on your referral volume?
At NarrativeDx, we’ve built the capability to help you identify every significant trend in patients’ comments. Let us help you hear your patients’ voices for you to become their first choice every time they go online to search for provider options.
Read our latest white paper and discover three important reasons why healthcare organizations benefit from using the right technology to hear patients accurately for actionable insights.