There are as many expectations, as there are patients. But in reality, everyone wants one thing, for the doctor to devote them as much time as possible.
The patient wants to be heard, treated with care, wants to get answers to all his/her questions, doubts and anxieties. In addition to reliable, professional and comprehensive information, the customer expects interest, kindness, compassion and concern from the entire staff of a given medical facility. The Customer wants to be treated as someone special and expects full availability and commitment of all available, and sometimes even inaccessible, resources. The Customer does not always take into account the realities and possibilities of current medicine.
When choosing a medical facility, in which the patient will be treated, he/she expects a sense of security, guarantee of results, professional service, modern treatment methods, low prices, but also (if not above all!) a short waiting time for the surgery, punctuality, comfort, convenience, aesthetic décor, etc.
Patient satisfaction is now a key element in measuring the quality of medical facilities.
The measurement of customer satisfaction is important in any industry, because their satisfaction translates into loyalty. Many studies confirm that satisfied patients are more likely to recommend a specific medical facility and come back to it in a situation where once again they will find themselves in need or when their lives and health are at risk. To meet these expectations, it is required to make the necessary adjustments in the scope of actions implemented. For this purpose, it is necessary to have reliable and clear knowledge of existing and potential patients – their needs, desires, fears, expectations and opinions.
The most frequently identified areas:
- Organisational mess in medical facilities
- Extended waiting time in the waiting room (lack of timeliness)
- Not too patient-friendly registration system, queuing system, etc.
- Prolonged waiting times for a visit
- Not too sympathetic/unkind staff of the facility
- Incorrect labelling of offices and examination rooms
- Long waiting times for “planned” treatments
- Long waiting times for basic diagnostic tests
- Low comfort in the waiting room
- Lack of Internet access in the facility/waiting room
- Difficult access to the toilet