There is crucial significance between the link of patient experience and financial performance. How so you ask? Obviously, the financial performance affects the hospital or healthcare facility directly in terms of surviving, paying bills, meeting qualitative expectations. Because of this, these factors increase the intensity of importance of the delivery of patient satisfaction and experience.
In other words, if the patient is not satisfied with the service or quality of their visit then chances are they will not return the same facility again. The same goes for nurses, physicians, and hospital executives. If the quality of care is not up to par for these individuals, who mind you, are spending thousands of dollars on their own healthcare and are not receiving what they think they’re money is worth then that particular facility will eventually go out of business. Of course healthcare will always be needed and because of that so will facilities that provide this care, which will also employ nurses, physicians and administrators. However, once the quality is impacted then so is the reputation of the facility.
Now, we live in a world where patients have more choices to pick from for their healthcare then ever before. Due to this fact, hospitals are stepping up their game and making sure that they’re not only focusing on the basics but also certain quality aspects that they probably thought wouldn’t matter in the future. Since the future has arrived, we see hospitals and similar facilities trying to implement certain types of programs and projects that will help and ensure the advanced quality deliverance for the patient’s needs.
The sad truth is that a patient can go anywhere to get his/her X-ray or MRI done in the Radiology department. But if Houston Methodist takes that extra step or initiative to make the patient feel more “at home” than let’s say, Memorial Hermann does, who do you think the patient will choose? Both entities can perform the same procedure for probably around the same price, but odds are that even if Methodist is a little further or out of the way, patients have been known to choose quality over convenience.
Who can blame them? Anyone who is feeling ill and needs to be treated doesn’t want to go into a cold, soulless waiting room right? They want to go where their hearts feel warm and welcome, somewhere where they are treated like family and not as a sick and contagious person.
I especially like the diagram below because it goes to show that no matter how many factors or characteristics you try to implement or that a certain facility gives priority to when it comes to patient care, quality should and always will be the most important and in the center.
Sources:
Iman's Blog 