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People and families in need of medical care are under enough stress the way it is - and a frustrating patient experience can only add to the stress. Institutions in the healthcare industry that are interested in improving the patient experience may be asking - why is the patient experience important in healthcare? We are here to help answer your questions at boostCX.
What Is the Patient Experience and Why Is it Important?
The patient experience encompasses all interactions a patient has with a healthcare provider or healthcare institution - from scheduling appointments and navigating medical facilities to medical care and managing post-treatment follow-up appointments. The patient experience is about the emotional and practical aspects of healthcare, including communication, empathy, and accessibility. A positive patient experience builds trust, improves adherence to treatment plans, and ultimately leads to better health outcomes for patients, their families, and healthcare providers.
Top 5 Reasons to Improve the Patient Experience
There are multiple reasons why the patient experience is critical to the success of your healthcare institution. Here are a few key reasons why the patient experience is so important:
1. Boost Patient Retention
Happy patients are 3x more likely to stay with your practice and a positive patient experience will set the bar for healthcare institutions and lead to continued and long-term business. With a positive patient experience, healthcare providers can develop a sense of loyalty with their patients.
2. Improved Patient Experience Leads to Improved Employee Experience
A positive patient experience creates a better work environment for staff, reducing stress and turnover. Facilities with engaged staff are more likely to provide top-notch care and healthcare institutions that put a focus on a high-quality patient experience have seen a decrease in employee turnover.
3. Increased Healthcare Profits
Improved patient satisfaction directly correlates with increased hospital revenue and profitability. Satisfied patients are more likely to return for future treatments and recommend your practice to others. Data suggests that hospitals and healthcare institutions with a better patient experience have seen 50% higher profit margins.
4. Patients Care About Good Customer Service
Data has shown that patients are 5x more likely to choose a provider that has provided a positive patient experience. Additional studies have shown that 96% of patient complaints are based on the level of service they have been provided - not the level of care.
5. Lower Risk of Legal Cases
Positive patient experiences are associated with a lower risk of medical malpractice lawsuits and data has shown that for every point increase (on a scale of 1 to 5) in patient satisfaction surveys, the risk of malpractice is decreased by 21.7 percent.
READ MORE: What Are the Most Important Customer Experience KPIs in Healthcare?
Healthcare providers may be asking - why is the patient experience important in healthcare - and boostCX is here to help answer your questions. Providers ready to transform your patient experience can contact boostCX today for a demo and discover how our platform can help you improve patient satisfaction!
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