Why Communication is Key to Great Patient Experience at Your Hospital

Arun Joseph VargheseArun Joseph Varghese on November 21, 2021

Communication is the foundation of any hospital. Without communication, even the most well-run hospitals could have issues that could lead to breakdowns and bad patient experiences. 

Communication can be tricky in a clinical environment because it requires many different types of communication channels. On one hand, you want patients to feel heard and understood by staff members so they are more likely to engage in care. On the other hand, you need communication between staff members for efficiency's sake so that nothing falls through the cracks during shift changes or emergencies. 

This blog post will explore all aspects of communication within a hospital setting!

Communication Between Patient and Staff

Quality always wins over quantity. The different kinds of scanners that your hospital houses have far less impact than the care you provide. 

Patients have a tendency to focus more on the quality of care than on the technological advancement of the clinic, and good communication is an integral part of quality care. So, if you want to create a good reputation for your hospital, start with hiring staff with good communication skills and train them to be better.

The major purpose of communication is the collection of information. Lack of proper communication can often lead to the staff not knowing exactly what kind of discomfort or condition the patient is suffering from, often leading to wrong diagnosis or no diagnosis at all.

Communication can also drive away fear and instill a feeling of trust and bonding. Even if it’s getting a shot or undergoing major surgery, doctors and nurses can reduce anxiety and make patients feel at ease by merely talking to them.

Good communication also ensures that the patient follows the treatment regimen suggested by the doctor and takes medication on time. Good communication skills symbolize efficiency and expertise, increasing the patient’s confidence in the doctor’s ability to return them to better health.

Front Desk Communication

Though they are not treating patients, receptionists and front desk officers can do a good deal to ensure patient satisfaction through communication. The front desk is often a patient’s first stop and primary point of contact with the hospital and plays a major role in creating a first impression and setting a tone for future experiences.

The front desk officer is most often responsible for providing information about appointments, doctors’ schedules, treatment plans, and directions. A lack of good communication at this stage can lead to the patient not receiving the necessary information and ending up getting a negative first impression of your hospital.

Patient Notifications

Hospitals and healthcare clinics use notifications to communicate with patients about their health conditions and treatment plans. These friendly reminders can be used to show the patients that their hospital cares about them, which helps build trust and loyalty. This is most applicable in the case of the elderly, who might forget their appointments.

Notifications also bring a change to health outcomes. It is believed that patients who are more satisfied with their notifications report better scores on outcome surveys measuring pain, quality of life, and emotional well-being, thereby allowing the hospital to treat them better.

The most satisfying aspect of notifications is that they are fast, yet non-intrusive. This way, the patients get the information they require, without being disturbed by a cold call.

Call Center Interactions

Medical call centers exist to clarify any doubts the patient has about the services provided by the hospital, make and cancel appointments, etc. An efficient team with good communication skills can address the concerns of the patient and lead them to visit your health center instead of choosing your competitors. 

Remember that if your call center services are unsatisfactory, neither will the patient visit your institution, they will most probably spread the word, stealing you of many other potential visitors.

While we have discussed the role of interactions between hospital staff and patients, interaction and communication among the staff can also improve patient satisfaction. 

The best way to ensure the absence of any communication gap between your staff and the lack of streamlined operations within your institution is to get a hospital management system.

Insta offers the best cloud-based hospital management system in the market which digitalizes and centrally stores your data that makes it accessible on any computer or handheld device, at any time, from anywhere. It also allows real-time sharing of diagnostics reports, results, prescriptions, and bills over email.

Insta also offers a patient portal that helps book appointments and provides real-time access to medical records.

Better accessibility and transparency of data allow for better communication between staff, which in turn leads to high levels of patient satisfaction.

Want to know more? Click here to book a free demo.

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November 21, 2021


November 21, 2021