Increasing Patient Satisfaction in Healthcare

This article originally appeared in Forbes Technology Council and was written by Planet DDS CEO Eric Giesecke.

In our hyperconnected world, seamless communication is the norm. From the latest news to customer service chats, consumers expect streamlined interactions. However, the healthcare and healthtech industries have lagged in adopting consumer-friendly practices to increase patient satisfaction. The dental industry, for example, has only recently transitioned from paper charts and film X-rays to digital records and AI-assisted diagnostics. Many see these advancements as crucial for engaging patients.

Having witnessed the transformative power of technology in dental care, I believe these insights are valuable for other healthtech leaders. Despite the challenges of technological upgrades, it’s crucial to explore how to enhance patient outcomes and experiences.

Transform Your Healthcare Technology

The patient’s experience is extremely important for healthcare organizations to thrive. It’s important to remember that in the digital age, competitors are not just other healthcare companies. Massive companies like Amazon and Netflix have ambitiously raised the bar for customer satisfaction, with patients now expecting exceptional and extremely customized experiences in all interactions with their providers.

So how can we customize experiences better than ever before? One important step is taking the time to understand your organization’s current technology. If you don’t believe your current tech stack is meeting the needs of your consumers, it might be time to explore new options. Although change management and technology transitions can be frustrating and time-consuming, a successful and strategic approach can significantly enhance the patient experience.

To make a successful transition to new technology, healthcare organizations should consider these five steps:

1. Conduct a technology audit.

Assess your current technology stack to identify gaps and inefficiencies. Understand what works, what doesn’t and what needs improvement.

2. Engage key stakeholders.

Involve key stakeholders from various departments—clinical, administrative, IT and finance—in the discussion. Their insights and buy-in are crucial for a smooth transition.

3. Develop a clear implementation plan.

Create a detailed plan outlining the steps needed for implementation. This should include timelines, responsibilities, and benchmarks for success.

4. Provide comprehensive training.

Ensure that staff are well trained on the new systems. Continuous education and support are critical to overcoming initial resistance and ensuring long-term adoption.

5. Utilize existing resources.

Leverage existing resources and tools within the organization to facilitate the transition. This might include pilot programs, phased rollouts, and feedback loops to refine processes.

Find Your Tech-Based Approach to Patient Care

There are a variety of tech-based approaches that can have a positive impact on the industry. Cloud-based practice management solutions, for example, can help healthcare organizations streamline administrative tasks, allowing staff to devote more time and attention to patient care. Features such as online appointment booking and patient portals enhance convenience for patients, providing them with easier access to services and information.

Another promising approach is the use of telehealth platforms. Telehealth enables providers to offer virtual consultations, reducing the need for in-person visits and making care more accessible to patients, especially those in remote areas. This technology not only increases convenience for patients but also helps in managing patient loads more efficiently.

By approaching a tech transition with a strategy in mind, you can better work toward improving patient satisfaction and empowering individuals to take a more active role in managing their health.

Adopt a Consumerism Mindset

Along with embracing new technologies, the industry also needs to adopt and embrace a consumerism mindset. Customers want to be treated as individuals and receive experiences that are tailored to their unique needs and preferences. Those looking to grow market share must prioritize both convenience and personalization in the patient experience. There are four key strategies you can adopt to get into this mindset:

1. Enhance communication and transparency.

Foster open communication and transparency with patients. Regular updates, clear information, and responsive communication channels build trust and improve satisfaction.

2. Implement continuous training programs.

Continuous, on-the-job education is critical. Regular training sessions ensure that staff stay updated on best practices and new technologies, fostering a culture of continuous improvement.

3. Personalize patient interactions.

Once you’ve explored and implemented new technology, use it to personalize communication based on patient preferences. Automated appointment reminders, follow-up messages and personalized health information can significantly help enhance the patient experience.

4. Integrate patient education.

Incorporate educational tools such as videos, quizzes, and other gamified elements into the patient experience. This can help engage patients while encouraging them to take an active role in their health.

Enhance the Quality of Patient Care

The healthtech industry can learn a lot from companies like Amazon and Netflix. My advice to industry CEOs and executives is to evaluate your current technology investments to ensure they enhance the quality of care and patient experience. If they fall short, explore new options and transition away from outdated systems. By doing so, healthcare leaders can improve patient care and position their organizations for long-term growth and success.