Customer Service, Operations, Process Management
Patient Access: Half of the Equation for Great Patient Experience
June 12, 2019 - Customer Service, Operations, Process Management
Most healthcare companies are allocating resources towards improving patient access. Simply put, patient access refers to patients having some sort of control over when and where they receive care. From the provider’s point of view, patient access comes down to how easy a prospective patient can schedule an appointment. In today’s crowded healthcare space, it is critical that patients can (1) connect with somebody to schedule, (2) have a smooth and efficient registration process. Patient access is strongly connected to the operations of the hospital, clinic, facility, etc. Having available operators to answer every call is one important component, but if the scheduling system is bad, insurance questions aren’t answered, or billing information is inadequate, then patient access would be graded poorly.
Patient Access and Customer Service
Patient access goes hand in hand with customer service. Healthcare providers should map out their scheduling and registration process through the eyes of the patient paying attention to these questions.
-How easy is it to speak to a live person?
-Is there an easy to use, easy to find internet platform where patients can communicate?
-Is registering quick and easy, avoiding inefficiencies and repetitive questions?
-How quickly does the providers’ office return a communication to a patient after a message has been left?
Pay Attention and Set Yourself Apart
Having a world class patient access system is not easy, but it should be the goal. It can be difficult for a patient to schedule an appointment, and especially so if their issue is serious or very personal. Once they have built up the courage or finally decided to make an appointment, how terrible would it be for them if the systems on the provider’s side caused more anxiety or trouble? Healthcare providers must pay attention to the service they provide as much as they do the treatment. When the service and treatment work together, the patient experience will be something to celebrate and be proud of.
