What Is Patient Experience?


Patient experience, is “the sum of all interactions, shaped by an organisation’s
culture, that influence patient perception across the continuum of care.” That
means that everything a practice does, every single touch point, every time a
patient or prospective patient even thinks about their healthcare provider, is all
part of the patient experience.

The good news is, providers have control over most aspects of their patient
experience. Some–like a bad parking situation–may be harder to control than
others, but there are options.
What Is Patient Satisfaction?

Patient experience and patient satisfaction may seem like the same thing–after
all, having a good experience is satisfying. Except that’s not entirely true.

That’s because patient satisfaction revolves around patient expectations

It’s a subjective measure; two patients could receive the same care but have
differing levels of satisfaction
What is Patient Engagement?

If patient experience is the sum of all touchpoints in the continuum of care, and
patient satisfaction is about expectations, then patient engagement is the
willingness of patients to interact with a healthcare provider voluntarily.

Patient engagement doesn’t always have to be related to the patient’s treatment
and can be proactive, reactive or retroactive in nature.

Patient engagement also shows how much people are attached to a practice and
brand
What are we going to concentrate on?
Most Importance vs Less Important
5 Pillars

Trust

Honesty

Responsibility

Priority

Respect
 Disney customer service
Disney handles over 135 million customers in their parks each year, so customer service isn’t
something they take lightly.
The technique Disney has developed to train customer service representatives on how to
handle angry customers is called HEARD:

Hear: Listen to the customer’s entire story.

Empathize: Use phrases that convey that you understand how the customer feels.
Apologize: And do so effusively!
Resolve: Fix the issue, and if you don’t know how ask the customer, “How can I set this right?”
Diagnose: Get to the bottom of the issue so you can make sure it won’t happen again.
6 P's

Be Patient

Be Present

Be Polite

Be Proactive

Be Positive

Be Pressure tolerant
Be Patient
Be Patient - Each patient are different, one may look sad looking
their loved once suffer, one may think finance, one may look at
your service, one may expect a different solution. Healthcare
customers are always challenging and the expectation on the
customers difference from min to min from patient to patient.

1. Empathy in Staff
Be Present
Be Present - Giving customer an undivided attention - Simple saying that - “
you matter and I’m here to help”

2. Focus on Communication
Be Polite
Be Polite - Exhibit common courtesy
No matter what is the situation or regardless of whether the patient or
family earned it , respect every one. Know the on-stage and off-stage
behaviour for work and personal time.

3.Give & Get

Be Proactive
Be Proactive: Letting people know what's next and more
Keeping people informed and correcting the problems are the two coroner
stones of the proactive behaviours. Whether it is informed about wait time ,
knowing where to go to find the lab or understanding the procedure to be
done, right direction of information will keep the patient relaxed, also they
will be more comfortable to when they see their healthcare provider
considering and trying to solve their problem.

4. Invest in Knowledge and Technology

Ex: Explanation on the right process,patient queuing technology,EMR,

Be Positive
Be Positive: Handling difficult situation and challenging people
The healthcare is fast paced, troubling, stressful to patient as well as
employees alike, we should know look at difficult situation and solutions for
de-escalating tense situation, calming upset people, moving towards
manageable solution.

5. Personalise Patient Experiences

Be Pressure tolerant
Be Pressure tolerant: Managing stress
Know and explore to manage the physical and mental techniques for staying
fresh, professional and relax.

6. Learn and practice Emotional Handling

Emotional Handling

Relate ( Area of change – Emotional, behaviour,situational,
physical,educational)

Explore (Observe Pattern of changes)

Disrupt ( Tug 'O' War)

Create (Create Space Exercise)

Plan + execute ( See you Hear you Feel you )

Review + update (New You New way New Beginning)
Thank you