Improving the Patient Experience: A Four Part-Approach to Delivering the Care Patients want and need

Improving Patient Experience

The increasingly competitive healthcare market is facing the problem of balancing the need to deliver good clinical outcomes with demands for patient satisfaction. Patients and families are increasingly taking the initiative in steering their healthcare experiences. In the U.S. alone, estimates show that active patient choices can impact more than 60 percent of healthcare spending. The future of the global healthcare market lies in delivering high-value care that concentrates on the patient experience.

We explored the approaches of leading healthcare organizations and created a four-part patient experience improvement strategy, which explains how to deliver the care patients want and need.

Improving the patient experience is a multifaceted undertaking that requires cooperation at all levels of a healthcare organization, from the C-Suite to the front lines of patient care. 

It requires that organizations take an holistic view of the entire patient journey and strive to improve the patient satisfaction at every touchpoint between patient and provider in the process.

The four-part approach:

1. Engage Patients and their Families
Proactive outreach and education to engage patients in managing their health and wellness.

2. Optimize the Diagnostic Experience
Patient-friendly technology, the potential for shorter waiting time, and reduced need to travel.

3. Deliver Outcomes that Matter to Patients
Fewer side effects, fewer complications, shorter recovery, and positive long-term therapy results.

4. Sustain Patient Loyalty 
Patients and caregivers can access their data. Care continuity through automated outreach.

This white paper was published by Harvard Business Review Analytic Services (HBR) for executives and leaders in healthcare and was sponsored by Siemens Healthineers with the goal of providing ways on how to improve the patient experience.