Patient-centered care must-haves: Convenience, flexibility

by Jenn Riggle With patient satisfaction now tied to reimbursement, hospitals are focusing on the little things that improve people's hospital stay. They're hiring consultants from Disney and Ritz-Carlton to teach them how to improve patient experience, address complaints and add a compassionate touch to serious medical care. While these are important, they are only part of the equation. In today's multitasking world, people are trying to find ways to squeeze exercise and doctor's appointments into their already busy schedules. And with the rise of urgent care centers and clinics, people have more choices than ever about where they go to receive care. That's why hospitals must remember one of the important tenets of customer service: Know your customer and provide services that meet their needs. We all know mothers are the healthcare gatekeepers for families. And now that 70.6 percent of mothers are juggling busy schedules at work and home, convenience becomes an important factor in how they select healthcare providers. There was a time when moms wanted Calgon to take them away. Now they just want help getting through their constantly growing to-do list. Retail giants Target and Wal-Mart have built their brands by meeting the needs of busy moms. They've added supermarkets to their stores so families can pick up their groceries, clothes for their kids and a present for the weekend birthday party, all at the same place. They also offer convenient hours, so moms can pic...
Source: hospital impact - Category: Health Managers Authors: Source Type: blogs