Becoming a Provider of Choice
How likely are patients to return to your hospital next time they need care and how likely are they and their families to recommend your organization to others? Your hospital must do even more than provide top-notch medical care if you hope to build patient loyalty and inspire patients to become advocates on your behalf. You need to create an emotional connection, giving patients respectful, compassionate care that supports their physical, emotional and spiritual needs.
This gatefold examines four key elements to creating an experience that exceeds patient expectations: make sure you hire staff that share your organization’s values; involve patients in their own care; provide emotional, social and spiritual support; and pay attention to the little things, such as having nurses introduce themselves during every encounter, send handwritten thank-you notes after discharge and create environments that are pleasant and less intimidating.
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