Communication: A Key to Driving Patient Satisfaction

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Communication: A Key to Driving Patient Satisfaction

June 20, 2019

 

 

A positive patient experience is the result of many factors, and almost every factor includes timely, effective communication.  And that communication isn’t isolated to just the interactions between doctors and patients.  In reality, nurses typically have the highest interaction with patients. From supporting patients at their bedside, to serving their every need, nurses have a profound impact on a patient’s path to recovery. Reports show that nurses spend around 2 hours and 25 minutes with their patient per 9-hour shift which makes every interaction an opportunity to further enhance the patient-caregiver relationship.

 

The communication components of HCAHPS scoring highlight the two main goals in nurse-patient communication:

  • Creating a positive, warm and compassionate patient experience

  • Creating meaningful patient engagement and delivering patient education

 

Nurses serve as a support system, safety net and educational resource to the patient. This means the nurse must be an effective communicator balanced by personal empathy and compassion for each patient’s unique situation. Building a trustworthy relationship with the patient not only enriches the patient experience but also has the potential to improve adherence to treatment. A 2017 study from the Patient Experience Journal found that nurses who simply “asked to sit beside their patients” while talking improved hospital patient satisfaction scores from the 9th percentile to the 43rd percentile. A simple but meaningful expression of empathy and concern can make all the difference to patient experience.

 

Patient satisfaction can also be driven through sincere conversations, especially after the patient is discharged from a hospital stay. Timely phone call follow-ups from a person – as compared to a robocall – have been shown to greatly improve patient satisfaction.  Asking about the patient’s life beyond their medical conditions or finding common interests will make the patient feel more comfortable and at ease. A brief conversation on a more personal level can make a substantial difference in patient satisfaction. Starting with the nurse and caregivers in the hospital and extending to follow-up calls from trained professionals after patients are discharged can make all the difference in a patient’s perception of the quality of their care.

 

PREMEDEX helps care providers extend their patient communication beyond the hospital stay with follow-up solutions designed to meet patient needs while also working to ensure high patient satisfaction.  Move beyond robocalls … and let our trained professionals help you extend your patient communication efforts.  Contact PREMEDEX to learn more.

 

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