The Human Element: Why Adding The “Personal Touch” To Your Hospital Is Essential
In today’s technology-driven world it is easy to get caught in the buzz of new, exciting products that promise to make life easier, faster and more efficient. The development of such products like mobile apps and artificial intelligence for example, have pushed the world to advance far quicker than ever before.
While advancement and improving quality of life do go hand-in-hand, there is one essential element that should not be forgotten in the process, especially when it comes to healthcare, the human element.
Let’s be honest, hospitals are a bit scary. Between the risks associated with major surgery, dealing with high medical bills and simply being away from the comfort of home, hospitals can be an intimidating place for patients. In a study done on why individuals miss medical appointments, 65% mentioned that negative emotions like fear and anxiety were far greater than the perceived benefit of actually receiving medical assistance.1 What this suggests is a huge need for staff to ensure patients feel comfortable in their facility and while under their care. Additionally, creating a more personal and welcoming environment can not only better the patient experience, but also help hospitals standout among their competitors.
According to Gallup, an American research-based company known for its worldwide public opinion polls, emotional connection – customer engagement – is the key to developing patient relationships that are enduring and profitable.2 Meaning the more hospitals emphasize face-to-face interaction between patients and staff, the more likely they are to develop positive relationships that create loyal customers for future medical attention, if and when it’s needed.
Moreover, it’s important to remember that patients are customers after all, as they receive a service while in your facility. A kind smile and handshake, along with saying their name could be the difference between them feeling seen or just another person in need of assistance. Treating them with the utmost care and attention is essential for both their recovery and the simple fact that a standard of service experienced outside of a hospital sets an expectation for how they should be treated inside one. And anything implemented, including advanced tech, should be done with the patient in mind and increasing opportunities for them to have the best, most personal, experience possible.
There’s More! This is a two-part series. Be on the lookout for Part II, where we discuss how adding personal touches to your hospital’s foodservice department is also essential!
1Lacy, Naomi. Annals of Family Medicine. Why We Don't Come: Patient Perceptions on No-Shows, (2004): 541-545. doi: 10.1370/afm.123
2Robison, Jennifer. 2010. What Is the "Patient Experience"? news.gallup.com/businessjournal. 30 September. http://news.gallup.com/businessjournal/143258/patient-experience.aspx
Article by: Jennifer Higgins, Marketing Specialist; Fusion, 3rd Quarter, 2018