10 Ways to Improve Patient Experience in a Hospital

TL;DR The top 10 ways to improve patient experience in hospital are: prioritizing empathy, pricing transparency, reducing wait times, active listening, providing accurate info about treatment timelines, establishing a rapid referral system, emphasizing consent in every interaction, moving with intentionality, addressing delays and checking in with your team. 

In healthcare and locums, we stay moving because our patient populations' needs are ever-changing.

But how do we create an environment where patients feel valued and experience more satisfying interactions while in a healthcare facility? When it comes to patient care, hospitals play a pivotal role in shaping patient confidence by being a trusted source of care, information and education for our communities. You're the first point of contact when someone is sick or injured, and a key resource for many people when it comes to basic health education.

Years of experience teach us that the best way to build trust with patients is to create connections that center their humanity and inherent dignity. This sounds basic, but it's so critical that we assess what *actually* makes for a successful and satisfying patient experience, and gauge how we make things even better for patients.

Today we’re going to talk about 10 ways you can improve patients' experiences in your hospital.

Ways to Improve Patient Experience in a Hospital

1. Put Empathy First
2. Pricing Transparency
3. Strategies to Assess and Reduce Wait Time
4. Listen Without Interruption
5. Cover Treatment Timelines
6. Rapid Referral Programs
7. Clear and Consent-Based Communication
8. Intentionality
9. Addressing Delays
10. Check on your team
11. FAQs

1. Put Empathy First

Let’s be real: a lot is constantly changing for both physicians and patients, and we never fully know what others are carrying into the room with them. This is why we start with empathy in every patient interaction. It can sound like 101-level stuff, but empathy goes beyond a friendly "hello" and a run-through of their medical history. Empathy is all about fostering real connections with patients to find common ground and build trust.

Details like asking a patient how to pronounce their name correctly and maintaining eye contact establish trust, and show patients we genuinely care about them as a person. This is especially true if it's an organizational policy and practice, not just a single experience with one physician, nurse or staff member.

2. Pricing Transparency

Navigating the hospital billing process can be a challenge for patients, especially when it comes to anticipating expenses and understanding what they need to pay. Physicians who show awareness about pricing structures, the costs of procedures, and who patients should contact for more information build real trust with patients.

In a healthcare system where patients can feel lost in all the information in front of them, you can provide relief and a map through the maze by sharing clear insights into costs. This means providing physicians with clear and concise information on billing, and ensuring staff know how to direct a patient about where they can find more information if they need it.

3. Strategies to Assess and Reduce Wait Time

The nationwide physician shortage is increasing patient wait times and decreasing satisfaction with healthcare outcomes when it comes to everything from seeing a primary care physician to seeking treatment from a specialist. 

We're seeing more studies daily about how shortages are impacting individual specializations such as Neurology and Radiology, but while the rest of the data is out one thing is clear: locum tenens physicians are one of the keys to solving the physician shortage and providing continuity of care. The greater the support system already in place, the more likely your facility will be to recruit and retain talented physicians.

4. Listen without Interruption

Active listening is about showing respect for patients who may not have the language to identify or diagnose their exact symptoms, or who may be unfamiliar with navigating the healthcare system, but know when something doesn’t feel right with their body. It can be tempting to interrupt patients when we want to know more about the symptoms they’re experiencing or when we want to redirect them to someone who can help. But interruptions can make patients feel like they're being shut down and we might miss something important they wouldn’t otherwise have thought to mention.

Whether you're in an in-person interaction or a telehealth appointment with a patient, taking the time to listen is worth it. When in doubt, wait for them to finish speaking and repeat a phrase back to them if you need clarification.

5. Cover Treatment Timelines

Not every treatment regimen is built the same. That’s why we need to be clear with patients about the timeline for their treatment. Breaking down the treatment process by month or by procedure can help patients who are anxious, unsure or experiencing distress. Be clear that treatment timelines sometimes vary because everyone's road to recovery is individual. And if you don’t know an answer to their question, explain that you will reach out with resources. This also allows time for patients to ask physicians questions, and find reassurance in them as a trusted source of information.

6. Rapid Referral Programs

We all know that initial feeling of anxiety when we’ve been told something urgent that requires us to make an appointment.

For many patients, getting access to specialized care is a concern because of increased wait times and frankly, the introduction of a new variable into their care. Patients may feel very stressed out by the idea of needing to navigate a new process to seek care and might contact a physician or their last point-of-contact at your facility if they feel confused by the process.

The first thing to do is to reassure them that you are going to help them find the information or the provider they need. Having referral agreements set up in advance between a primary care provider and a specialist will help to ease patient wait times and make the process more predictable for both the patient and your healthcare facility.  

7. Clear and Consent-based Communication

One of the keys to improving patient experience is supporting physicians who use clear and simple language to share information, establish consent and outline expectations. Many patients are unfamiliar with medical terms, full stop. There’s a difference between speaking at someone and speaking with someone in a way that meets them where they are. Explaining things in plain language is essential to building patient trust.

Uncertainty also drives a great deal of anxiety for patients. This is why it’s also critical to explain how physical exams work, reviewing what will happen, requesting consent from the patient, and asking if they have any questions you can answer for them in advance. By prioritizing a culture of clear communication, consent and inclusion, we show patients they can be confident that we'll meet and exceed their expectations, and support them along the way.

8. Intentionality 

Yes, we know that “intentionality” can sound like a vague buzzword. But in reality, it’s a practical way for both clinical and administrative staff to stay positive while also keeping communication best practices front-of-mind in every patient interaction. Being intentional about our interactions with patients means going into a given day understanding that we are a resource and provide emotional support, but that we also continue to maintain clear boundaries.  

Part of the strain and stress of healthcare is the sheer volume of people and situations you see in a given week. Taking care of yourself can feel like a secondary concern for people who have trained to care for others, but it’s so essential to prevent burnout for ourselves and our teams.

None of us can pour from an empty cup. That’s why we move with intentionality. 

9. Addressing Delays.

Sometimes things happen in the healthcare system that we can’t predict, and it’s important to address them head-on. Delays are frustrating for patients, and they may be very aware that a delay could exacerbate their current condition. With that in mind, it’s so important to say “I’m sorry about the delay. Here’s what’s happening.” Keeping them up-to-speed with what you’re doing to resolve a bottleneck will continue to foster their confidence in you as a trusted source of information and navigation in the process of receiving care.

10. Check On Your Team. 

Patient care goes beyond the one-on-one interaction they have with physicians, it’s also about all of their interactions with techs, PAs, nurses and administrative staff. When our teams are supported and have what they need, we’re better equipped to provide a satisfying experience for patients that meets their medical and emotional needs. Our strategy has to start with taking care of our people so we can keep providing top quality care for our patients.

FAQs about Patient Experience in a Hospital

What are the 5 Ps of Patient Experience?

The 5 Ps of Patient experience are: pain, position, personal needs, proximity and patient education. Checking in with patients on their pain levels is a key first step to building trust with them. Ensuring a patient is in the proper position is critical for their physical needs, including pain management. Proximity is all about autonomy: the ability to call for help if they need it and maintaining their safety and comfort. And last but not least, ensuring patients have accessible information that helps them better understand their diagnosis and treatment plan is essential for patient education.

Why Improve Patient Experience?

Because patient satisfaction leads to better outcomes. That doesn’t just include increased metrics, it means patients heal better and are more likely to recover from a procedure when they receive more empathetic care. 

What Do Patients Value Most in Healthcare?

That they can have confidence their provider will treat them with the respect and dignity they deserve. Patient reviews of healthcare providers often focus the most on whether they felt their humanity was valued in their experience. They want to know they’re in good hands. 

Reduce Wait Times for High-Demand Specialties

Are unfilled roles leaving you and your patients feeling unsatisfied with the status quo?

At Era, we’re on a mission to help healthcare facilities cut down those wait times by connecting you with top-tier locum tenens physicians faster. We bring expert insights and concierge staffing solutions to the table, so you can bring compassionate, consistent care to yours. 

If you’re looking for your people, we can help you with that. Come see about us.