How Reputation Management Can Improve Your Hospital's Performance
Reputation management for medical groups, hospitals, or healthcare practices doesn't encompass only managing their online reviews and ratings. A second function of healthcare reputation management is to track the performance of your hospital and its staff by allowing to monitor your patients' experience during their stay in your facility. Tracking and monitoring helps you know where you are lacking and how you can improve, thereby improving your hospital's performance. Your hospital's performance depends on how your patients feel when they visit and stay in your hospital or healthcare. Sometimes even before they visit your facility, like when they fill in the appointment form online or call you to fix one. It's how swiftly they come across all the formalities to finally get the treatment, and also how friendly and in a caring manner you attend to them and their ailment that decides how satisfied they're going to feel.
Meeting Your Performance IndicatorsHospitals and healthcare practices today are judged on their ability to meet the various performance indicators ranging from clinical outcomes to financial goals. And because their performance are now directly linked with patient satisfaction (which is also a major performance indicator and also decides about their reimbursements), physicians and doctors are becoming more concerned and persuasive about communicating with both their employees and patients to keep a check on how well their patients are feeling during their stay in the facility, and while they interact with the staffs. A big part of the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey focuses on how well care providers listen and how understandable their explanations are. Giving a platform to raise their concern and listening to what they have to say can solve half your hurdles towards patient satisfaction. Healthcare reputation management can be your best chance at this!
Determinants of Patient SatisfactionThere are many determinants to the patient satisfaction of which, medical and service elements of the hospital stay are the most important dimensions. Some major determinants of patient satisfaction are:
- The outcome of treatment
- Nursing experience; empathetic or less-caring
- Admission and discharge procedures and instructions
- Patients getting information about treatment and medication
- Quality of food and accommodation during their stay in the hospital
- The type of technology getting used for treatment
- The type of platform you provide for raising their concern