Much has been written about improving the patient experience within hospitals. Under healthcare reform penalties are incurred if patients with certain conditions are re-admitted within 30 days of discharge.

For these and other reasons many hospitals have gone to some extreme measures to make their facilities more patient friendly. It’s taken awhile for hospitals to actually realize that they should care about the service that they provide to their patients and the way in which they treat the visitors and family members of those patients.

As a former clinician and hospital CEO I have spent considerable time in hospitals. In my current role I make sales calls with clients to hospitals and I occasionally visit a friend or relative.

In Part 2 of this blog I would like to share some personal experiences with you that I have encountered over the last 6-12 months.

How You Can Tell if a Hospital is Customer Centric? Two Patients Perspective

One patient experience was provided to me from a family member who was also an RN. I observed her care while in the hospital (SHO). The other is from my own experience of being hospitalized unexpectedly for several days (SHTP). As you read through each of these points think of the myriad of ways that a sales representative that sells a product, service or solution that impacts any of these areas could help to improve patient satisfactions scores and assist healthcare workers to perform their job more efficiently and effectively.

Parting Thoughts on Patient Satisfaction

Patient satisfaction is both a science and an art. As a science, hospitals can map out the activities that occur with patients and understand how to impact their experience in a positive manner. As an art, the personnel that work in a hospital or healthcare setting are the individuals that execute the strategy. They must be thoughtful, caring, excellent communicators and well trained. Great hospitals work at skill development daily with their employees. Great patient satisfaction scores are the results of their hard work and perseverance toward continuous improvement in patient care.

Many savvy sellers have the ability to help hospitals and health care workers improve their patient satisfaction scores by using their product, service or solution. Demonstrate your value and win more sales!