Lens of patients

Patient Experience : Through the Lens of Patients Themselves

There are several terms emerging in the healthcare industry, some are new and some old ones are regaining their importance. Amongst all, patient satisfaction and patient experience are highly uttered ones. However at times, both these terms are used reciprocally. Here is a basic differentiation- assessing patient experience requires asking patients if the treatment and its process happened as they should have in a health care setting and how. On the other hand, satisfaction depends upon whether a patient’s expectations about a treatment were met; and expectations are highly subjective.

So, even if two patients received the exact same care, their satisfaction quotient might differ. Thus, experience stands as the fundamental aspect in a patient’s healing journey.

Patient Experience Defined

By definition- Patient experience is a sum of a range of interactions that patients have with the health care system, connection with the healthcare provider, and their overall observation with the care pattern.

Nonetheless, it is beyond theoretical definition.

A majority of patients nowadays demand a positive patient experience from their healthcare provider. Components that form a positive atmosphere for this are – ease in access to information, constant patient communication, getting timely appointments, all when they seek and receive care.

‘’Understanding patient experience is a key step in moving toward patient-centred care.‘’

What is patient experience for doctors and how is it different for patients?

Did you know?

According to a report, 43% of Millennials are likely to switch preferred practices in the next few years. Providing a top-notch experience for this demographic is important not just for your review strategy, but also for patient retention.

(Source: SolutionReach)

Well, as experience is subjective in itself, so is its definition. For doctors, experience might mean the mere physical ambiance of the clinic, or simply treating patients. But for patients it might vary. In fact, it can vary from patient to patient. In consequence, viewing patient experience through the lens of patients themselves indeed paves a path to positive outcome. For this to happen, it demands a healthcare professional to first keep the patient communication intact. Once a process is set, the experience can also be measured via feedback. To bring all of this into action, patient engagement solutions can prove to be a helping hand.

Result of putting on patient’s lenses

‘’Patient’s lenses can give a healthcare provider a clearer vision, to look for better care!’’

 

  • Insight to patient needs and what he feels
  • Precise information to which activities will stimulate patient satisfaction for the respective individual.
  • A bridge of trust in between the care seeker and the provider.
  • Acts as an X-factor for doctor-patient relationship stimulating genuine referrals apart from increasing retention levels.
  • A quantifiable validation for the healthcare provider on the direction he/she wants to take the practice.

Here is a real-life story

Once a lady was seen happily going to an ophthalmologist. Like literally with a wide smile! When asked what the reason was, what she answered was truly surprising. She emphasised on the in-clinic experience and added ‘It feels so good to visit this doctor! Me and my kids like it so much that we come here just for the routine checkup every now and then (and winked, the real reason you know already)’. It feels good to be here.’

Listening to her experiences was so interesting, afterall, she visited a doctor for a ‘feel good’ vibe and not a shopping mall or a club or anything traditional!

Proof of healthcare can be a happy place too!

It is then when patient experience’ popped up as a term more than just a word. It is a connection of a patient rather than an individual built with the entire care system. Right from the pre appointment procedure (lately online reviews/presence) to post contact with the provider and the in between communication.

Nth Sense and its building pillar – patient experience.

A positive patient experience is an important goal in its own right. Today’s life is all about the ‘feel good’ vibes, physically and mentally both, isn’t it?

Nth Sense ensures to create the desired feels a patient would want and a doctor could provide. It helps bridge the gap in between and create a happy and safe space for both.

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