Last Updated | March 30, 2021The technology might only have been around for few decades (okay, maybe a few centuries), but it has certainly revolutionized every industry that we know of. That being said, the advent of telemedicine technology is fast evolving the face of patient healthcare, vastly improving the patient experience in the healthcare sector. Ranging from virtual visits to connected devices and imaging transfers, with telemedicine technology the sky is the limit for the healthcare industry. In this blog, we will be looking at creative ways to increase patient satisfaction through telemedicine technology. So, let’s just cut the chase and dig in to find out the ways to improve customer satisfaction scores in hospitals, shall we?
Why Is Patient Experience Important In Healthcare Organizations?
Patient satisfaction has become an essential consideration for the healthcare organization since insurance premiums are rising and medical costs have spiked up. Similarly, the consumers are struggling with financial risks. The patients have become extremely comparative/relative when it comes down to healthcare decisions, so as to gain maximum value from the healthcare investment.
Today, patients are actively comparing the quality of services provided by different healthcare facilities since they want to choose the best healthcare service experience offering the best value for money and smooth/flexible healthcare facilities (why not?). That being said, the top-notch healthcare facilities are improving patient satisfaction and experience to keep up with the profitability. That’s understandable since the patient experience will define how the patients are attracted and retained.
By offering patients with customized, fast, and flexible healthcare services, healthcare service providers are able to gain the patients’ loyalty. This subsequently leads to higher profitability for the healthcare facility. Also, better patient experience improves patient engagement in terms of health outcomes, such as early diagnosis, effective treatment, emotional health recovery, and pain control.
In addition to better health outcomes, the positive patient experience helps improve organizational revenue. On top of everything, the healthcare facility’s reputation is improved since patients have the choice of comparing different organizations. In addition, the positive online reviews will ensure the development of patient retention and capturing.
How to Improve Patient Satisfaction in Healthcare by Using Telemedicine?
How to improve patient satisfaction scores in hospitals is one of the most prevailing questions queried upon by the healthcare facility owners. In the section below, we are sharing how patient satisfaction can be improved in the healthcare facility through the implementation of telemedicine technology, such as;
- Quick Care Delivery
To begin with, quick delivery of the healthcare treatment results in a better value of the treatment. This is because when patients have to wait for the treatment, it can worsen their healthcare condition, which makes it difficult to diagnose, treat, and recover the health condition of patients. With the implementation of telemedicine, the patients are highly likely to receive quicker healthcare service, with multiple options including virtual appointments with doctors, structured scheduling, timely alerts, and minimum no-shows.
- Affordable Treatment
Forget about receiving affordable treatment if you don’t have medical insurance. That being said, telemedicine does significantly lowers the overall cost of receiving healthcare services by virtualizing the entire process of healthcare services. Also, it greatly cuts down on hospital visits, saving time and money for patients. Telemedicine not only reduces the treatment costs at the individual level but with downstream costs as well. For the hospitals, a lower cost of services means more patients and consistent growth of revenue.
- Patients’ Feelings of Prioritization
The last thing you want the patients to feel is ignored when they visit the healthcare facility. The traditional healthcare system is so overwhelmed that it’s often that patients have to wait for weeks, and even for months to see a specialist doctor. With telemedicine, the healthcare facilities will be able to bypass the long waiting room experience. This means that the patients can quickly get in touch with the doctors without compromising on the satisfaction level.
Ways to Improve Patient Satisfaction in Emergency Department Using Telemedicine?
Just like telemedicine technology can assist in improving the patient satisfaction scores in hospitals, the technology is also worth its value to improve patient satisfaction in the emergency department. The recent covid-19 pandemic has already established the efficacy of telemedicine technology in relieving the limited healthcare resources of the excessive patient load.
It is thus safe to predict that in the coming years, the load in emergency departments will increase, and healthcare facilities will need to implement telemedicine technology to cope up with the massive demand for healthcare services. The healthcare facilities can apply telemedicine solutions according to the end goals of the healthcare organization. Telemedicine can help with the provision of digital care for patients suffering from various diseases, just like it is being excessively used to offer cardiac healthcare.
Within ED, the mental health assessment can also be conducted. Through telemedicine, the patient-centered approach for mental health care can be improved. Even more, the care can be provided according to the diverse preferences and needs of the patients. In addition, it delivers access and informational receipt, so patients can receive well-informed and insightful treatments.
What Are The Telemedicine Strategies To Reduce Inappropriate ER Visits?
- Awareness Campaigns
For every healthcare organization that’s trying to reduce unnecessary ER visits, designing and implementing the awareness campaign for patient information is important. This is because it ensures that patients are refrained from unnecessarily visiting the ER department, and rather are able to rely on self-medication for minor health issues. For the most part, it will ensure that patients only visit the ER in case of severe cases.
- Creating Handouts for the Right Care
The healthcare organizations should work on developing the map of retail clinics, urgent care, telemedicine capacities, and contact information. Also, it’s best to add the common reasons for which the patients should visit the ER. It will ensure that patients only visit ER if they have specific conditions.
Once the patients come to ER in the severe conditions and receive proper treatments, they are sent back home. However, there are higher chances that they will come back to ER even with minor inconvenience. That being said, healthcare organizations can create automated follow-ups, which reduces the chances of inappropriate ER visits.
How to Improve Patient Experience in Hospitals By Telemedicine?
Telemedicine can solve the majority of healthcare issues, such as reducing the costs and improving the outcomes, along with higher accessibility to care services. Telemedicine can improve the patient experience in hospitals by reducing the overburdening of delivery systems in healthcare. In addition, it can assist instructors to optimally utilize the available medical teams, hence enhancing the overall patient experience.
Top Telemedicine Creative Ways To Increase Patient Satisfaction In Outpatient Clinics
- Management of Medications
In the case of outpatient clinics, the implementation of telemedicine helps with the management of medications. Doctors/physicians can effectively use telemedicine technology to interact with outpatients without having them visit the hospitals. This not only fastens the provision of qualified healthcare service for patients but also relieve the healthcare system of excessive load.
- Care Management
In case patients are struggling with chronic illnesses, effective and consistent disease management is important. With telemedicine technology, chronic patients are able to get in touch with qualified healthcare practitioners without extensive wait time or without having to visit the hospitals.
Counseling is one of the most important key performance indicators in healthcare organizations, but in-person consultation can be time-consuming. With telemedicine, the healthcare providers can follow up with the patients. In addition, it offers reimbursable counseling sessions on a remote basis.
How To Measure Patient Satisfaction In Healthcare After Implementing Telemedicine?
Measuring patient satisfaction is important because it helps outline if the patients are satisfied with the services. The first method for this is accessing the feedback and complaints of the patients. It’s suggested to create a forum that makes sure that patients leave feedback that can be used for improving the already-implemented healthcare services.
Secondly, the online ratings can be used for measuring patient satisfaction. The digital world is expanding, which is the prime reason that patients opt for digital platforms for assessing the effectiveness of healthcare services. Even more, the healthcare facilities can share the patient satisfaction survey to gain insights into the overall experience.
How Would You Create Exceptional Patient Experience Examples By Implementing Telemedicine?
- The heart failure patients have managed to keep a tab on blood pressure and weight metrics through the at-home monitoring devices. This is ensured since Boston-based Partners Healthcare has created the support software.
- Veterans Health Administration has launched the four-year program with remotely monitors the patients, check the health informatics, and implement the disease management technology for improved patient care and experience.
- Kaiser Permanente dermatologists are able to treat the patients by reviewing the patient information and images that are set over the server. It also helps refer the physicians.
Examples of Risk Management In Healthcare
- Creating awareness in the workforce about different risk management tactics, inclusive of response and prevention
- Keeping accurate records and documents for reference purposes
- Ensuring proper coordination between different departments streamlines the risk management process
- Teaching proper complaint handling for risk mitigation purposes
- Creating proper incident reporting
What affects patient satisfaction?
There are three important factors that can impact patient satisfaction, such as hospital convenience, the service attitude of medical staff, and the technology used to deliver the medical services.
How to improve patient satisfaction with doctors?
Patient satisfaction with the doctors can be improved through better communication and implementing the shared decision-making processes. In addition, patient satisfaction can be improved through the application of value stream mapping.
What are key performance indicators in healthcare?
The key performance indicators in healthcare include the revenue per patient, profit margins, average attendance of the patients, and retention rate.