Think about the worst visit to a healthcare professional you have ever experienced. Did it involve getting a surprising and large bill several months later? Rude staff members on the phone? Lack of empathy and caring throughout your care? Who did you tell about it? Your friends? Your Facebook Friends? Your Twitter-verse?
Right now, the biggest buzz phrase in the healthcare industry is “Patient Experience.” Even though it’s top of mind, many leaders struggle to identify what is negatively impacting the experience at their organizations, making it difficult to implement improvement strategies. It’s hard to plug a leak if you don’t know where the water is coming from! In a previous Pulse Check blog post, HBI highlighted the importance of collecting data on experience influencers, like accessibility, processes, and physical environment, to learn more about what shapes the community’s perceptions of the organization. The more organizations understand what shapes a patient’s experience, the more they can do to improve it.
To learn more about the perception of the patient experience for one Midwest organization, HBI leveraged advanced social intelligence technology to identify what patients were saying about it. Our technology scrubbed multiple social media channels where the organization had a significant presence. We found that 49% of social media mentions reflected positive sentiments while 51% reflected negative sentiments. Among the positives were comments like, “They have taken my daughter in several times with same day appointments. Very friendly staff.” The ability to be seen same days is a great experience influencer, relating to the ease of access. Among the negative sentiments, patients said, “There was disconnect with different departments at times.”, indicating an opportunity to improve communication. A main theme we uncovered was that patients felt that staff were unprofessional, specifically that staff behaved rudely and did not communicate properly at reception. Armed with this information that organization can more efficiently assess these specific pain points and develop a plan to address and improve them.
With social media making the sharing of negative experience to large audiences so easy, organizations would be wise to take stock of their online reputation. The data will help leaders identify where those leaks are coming from, giving them powerful starting points to create and implement impactful improvement strategies, measure for success overtime, and iterate as necessary. To ensure the patient experience is a good one, we must first listen to the patient on platforms they are using the most.
What are patients saying about your organization?
Contact HBI to discover how to identify and change negative perception of your organization by filling out the form below: