Healthcare providers can become so entrenched in their work with patients that, over time, they may lose sight of what matters most to those they serve. For a provider, a patient presenting with a severe nosebleed is not likely in any imminent danger—the providers has seen this type of case over and over throughout their tenure. But, for the patient, a severe nosebleed can be terror-provoking. “Am I going to bleed to death?”
Being in the moment with patients means attempting to view the interaction from their point of view. And their point of view is not likely to be based on a firm understanding of the facts behind whatever ails them.
Your patients also don’t know your rules. The things you take for granted—the things you just “know”—are likely unknown to many, if not most, of those you serve.
All of this is reinforcement for the need to ask patients for input—and then take steps to listen (really listen) to what they have to say, not condescendingly, not with a shaking head and frown, and not with your listening time spent already thinking of what you have to say.
You may be surprised at what you learn!
There are a wide range of methods that could be used to gather information from patients. These range from formal surveys and focus groups to one-on-one discussions. Which generate the best input? Arguably the one-on-one discussions that occur between patients and providers every day. Unfortunately, the content and context of these conversations is often lost, soon forgotten and rarely shared with other members of the care team—or the organization as a whole.
Healthcare providers and hospital administrators can benefit from thinking about ways that the one-on-one conversations occurring on a daily basis can be captured and used to improve patient care.
How much value are you losing for improving your care delivery by not taking a more focused, precise look into daily patient/provider conversations?
Trust...the healthcare marketer who has been in your shoes! Jean Hitchcock has spent more than 25 years at some of the nation’s most respected health systems. As a healthcare marketing and communication leader, she understands your competing priorities. Your strained resources. The pressure to differentiate your services and distinguish your brand. All amid seismic changes in our healthcare system. You’re busy. We can help.
Jean Hitchcock, President
The original version of this page was published at: https://www.linkedin.com/pulse/when-last-time-you-asked-patients-what-think-really-jean-hitchcock/
Visionary marketing and PR leader blending consulting and corporate experience. A deep knowledge of all aspects of the healthcare and hospital industry. Life-long advocate for bringing the voice of... Read more
