Recent work here at HBI has had me thinking about how detrimental it is to your organization when the patient experience is poor. My colleague Elisabeth Callahan has written in the past about the importance of giving the patient a good first impression. Our most recent webinar featured the work Hospital Sisters Health System did to centralize their schedgistration practices. These examples highlight that every process at your hospital contributes to the revenue cycle.
It is your responsibility to make sure the patient has a good experience with your organization. Many services provided at the hospital are uncomfortable and stressful for the patient. It is extremely important to ensure that the patient is treated respectfully and is heard. Every patient. Every Encounter. Every time.
At small organizations, the patient experience shouldn’t change depending on which staff member is working. At larger organizations, it is important to ensure that practices are being followed in the same way at each facility. Don’t give the patient an easy reason to dislike you. Make processes clear, efficient, and courteous.
Merely centralizing services is not enough, you must ensure that processes are communicated to all staff and enforced. Distributing a process or policy is not enough, you must follow up with your staff to determine if they are executing in accordance to established guidelines. Margins are getting tighter each year. There’s too much at stake for anything less.
Have any strategies for how you ensure the patient experience never falters at your organization? Interested in more information on how you can? Fill out the form below to get in contact with me!