Improving Patient Experience Outline

Improving Patient Experience Outline

Introduction: One of the most crucial responsibilities of the CEO in a hospital is to ensure that each patient is receiving the best medical care that the hospital can provide. In order to do that, hospitals need to incorporate business initiatives into their setting so they can gain loyal customers.

Thesis, or main claim: Using the Net Promoter System or NPS in a hospital setting can drastically improve the overall patient experience because of the useful strategies inculcated into the process.

Net Promoter System:

What is it?

A system used to track loyalty of customers through calculating an NPS score based on how patients may rate doctors, and their opinion about their health care provider. It further includes the process of initiating action plans to produce more promoters and fewer detractors.

Why is it being used?

This method is helpful to invite more loyal patients and establish accountability of physicians in a hospital. It will ask patients the exact question that will help health care providers improve their service, according to their patients needs. That, in turn will produce not only more profits, but also good reputation.

How will it be used?

It will be incorporated into a hospital by first accumulating feedback forms from patients asking them to rate the doctor on a scale of 1-10 and explain the primary reason of the score. Answers to those simple questions will help health care personnel in a hospital to assess the common drawbacks of their service, so they can improve upon them and please more patients. Satisfied patients will refer the doctors in the hospital to other people and will become promoters. The hospital will benefit if it has more than 65% of a promoter score.

• UPX (Ultimate Patient Experience) Score, formulated by the Vital Checklist is a new approach that addresses the feedback questions properly because it locates exactly what the hospital needs to improve upon.
• Hospitals should aim to have more than a 65% of UPX Score in order to assure that they have provided patients with the “ultimate experience”

SWOT Analysis of Hospital:

Strengths:

• Doctors with unique skill, or specialty, give themselves a competitive edge in the work environment
• Doctors that have excellent communication skills with their patients
• Doctors that can empathically connect with their patients
• Doctors that are diligent and have ingenuity to finding a new solution of treatment for their patients

Weaknesses:

• Poor communication to patients
• Lacking improvisation skills, not resourceful
• Leaving patient unattended in ER
• Poor discharge instructions

Opportunities:

• To get new, advanced medical equipment
• Funding for clinical trials or research project that could ultimately benefit patients
• Expanding their units

Threats:

• Malpractice, leading to bad reputation
• Detractor patients, bad-mouthing the hospital to others, leading to fewer patients
• Higher Readmission rate, (If patient comes back twice for same problem, that’s a threat to a hospital because it won’t get paid for the services provided)

Plan of Action

To address strengths of health care staff and drive them towards gaining more loyal patients

To assess the weaknesses of hospital staff, including nurses and doctors and improve upon them.

To invite in more opportunities for expanding the services of the hospital

To consider the potential threats and avoid them

Most Important: To use the Golden Rule (treating others the way you want to be treated)

Conclusion: By implementing both business initiatives into a hospital, patients coming in will be more satisfied with their care and the hospital will be better known or reputed.