Moving the patient experience from average to superior.
Long wait times and boring paperwork. Two things that are nearly universally disliked. And yet, the vast majority of hospitals and large health systems are asking patients to spend lots of time on just that. For many patients, hours (or at least what feels like hours!) may be spent sitting around in waiting rooms—often juggling mounds of forms and clipboards while they do so. Unfortunately, these patients inevitably end up feeling stressed and disgruntled. Definitely not the experience they expect. And it is the hospital that ends up suffering the most—studies show that hospitals in the U.S. that provide a “superior” patient experience see net margins that are 50% higher than those that deliver an “average” customer experience.
So what can move the patient experience from average to superior? Unsurprisingly, a recent survey found that the answer is usually closely tied to technology. In fact, according to the survey, patients are increasingly wanting to connect with their healthcare organizations via technology. Some of these advances have already gained widespread recognition and are increasingly seeing implementation. For instance,
One of the more recent digital shifts is related to the intake process. Virtually all patients—93% to be exact—say that they expect healthcare organizations to use digital tools when interacting with them, and this includes during the intake process.
It makes sense. If we’re talking about one of the most mundane and cumbersome parts of a doctor visit, paperwork and registration definitely come to mind. In fact, the average doctor’s visit involves 64 minutes of waiting for care and filling out paperwork. For large health systems or hospitals, these numbers are often even higher. In a society where we’re accustomed to streamlining processes through our computer or smart phone when interacting with pretty much any other business, it is easy to see why patients get frustrated when dealing with their healthcare organizations.
Fortunately, using an online intake process comes with a bevy of benefits for both healthcare organizations and patients, making implementation a lot easier to manage. These benefits include things such as:
Digital intake forms are the future of the check-in process. It helps healthcare organizations save time and money all while improving both security and the patient experience. What are you waiting for?
Jim Higgins is the founder & CEO of Solutionreach. You can follow him on Twitter: @higgs77
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