By Tiffany Hogan
EngageQUALITY Patient Experience of Care Manager
Working to improve the patient experience may feel daunting and overwhelming, even impossible at times. Patient surveys provide a measure of a patient’s perception of their encounters with us, and the questions are based on the ideals for each patient encounter. While we want to address the specific issues which may come up in response to survey questions, one of the fundamental elements of improving the patient experience is simply kindness.
According to the Merriam-Webster Dictionary, kindness is defined as the quality or state of being gentle and considerate. Some synonyms are courtesy, grace, mercy, and service. Basic kindness begins with showing patients that we care, hear them, and respect them. We also show kindness through communication, with our empathy and concern. We show kindness when we make sure their needs are addressed and we commit to any follow-up needed. When we create a welcoming and caring atmosphere for our patients, their priorities and concerns are more quickly discovered, they experience less anxiety, and patients become our partners in their health. This improves the patient experience and leads to increased loyalty and recommendation of our services.
Continuing this culture of kindness means asking yourself and your teams, “How do I want to be treated? How do I want someone to talk to my loved one?” Some solid recommendations include:
- The 10-5 rule — smile when within 10 feet of someone and greet them within 5 feet. Welcome patients to your clinic.
- Introduce yourself on the phone and in person with every patient new to you.
- Ask the patient if you can do anything else for them and whether you have addressed all their questions and concerns for their visit.
- Respect their time by informing them of any delays and offer a chance to reschedule.
- Be mindful of body language, observe eye contact, have your heart face their heart, show empathy and smile with your eyes.
- Lastly but not least, thank every patient at every opportunity.
Kindness is not limited to our patients. Every person deserves kindness, grace, and dignity; therefore, we must extend our kindness to our co-workers, to our supervisors, to our direct reports, and to our peers. In extending kindness to each other, we share the experience with our patients.
We are an incredibly strong healthcare community, and it takes our entire team to care for our patients and for one another. From front office personnel to the clinical team and providers, to revenue cycle and billing, we are all integral to the best patient experience.
Thank you for every kind and thoughtful interaction you have with patients and their families every day. Your courtesy, grace, and compassion are what set us apart.
Tiffany Hogan is the EngageQUALITY Patient Experience of Care Manager at EngageMED.
