Healthcare is personal. Any individual in need of healthcare services becomes vulnerable. The level of comfort and confidence relayed by healthcare professionals at every stage of care can impact positive health outcomes. Long waits, big words and confusing bills may result in delayed care with unintended and harmful consequences.
The patient experience directly impacts better health care, improved care, safer care and lower healthcare costs and Great Plains Quality Innovation Network (QIN) is hosting a webinar series to address key areas to impact engagement. Beyond First Impressions: Determining Market Impact on Patient Engagement, the first in the series, will feature Michael Winkleman, HWCP, CHSP, PPEC, chief executive officer of Patient X Agency.
“Our team was especially motivated to get into healthcare by our own experiences with the industry. When we would go in for care or when our family members had surgeries, we really started to notice the complexities of the industry and the areas where it needed improvement,” Winkleman explained. “We realized there was an opportunity for us to make a positive impact in healthcare and transform the patient experience.”
Each encounter with a healthcare organization creates an impression, from searching the website for provider information to navigating the billing process. Positive experiences build trust and engagement. Healthcare professionals face the increasing demands of developing patient relationships, demonstrating value-based care and achieving positive health outcomes.
“By researching and gathering data from patients and providers, and aligning that information to create solutions, the ideal patient experience can be provided,” assured Winkleman. “The ideal is to educate patients and families, to create more reasonable wait times, and to offer clearer billing methods.”
With online options for scheduling appointments, paying bills and finding health education, healthcare organization web sites are an essential and valuable tool, especially in the rural states served by the Great Plains QIN. Ensuring patients can easily find and understand information on a website or patient portal has broad benefits for both the patient and the provider.
Winkleman summarized the value of evaluating the web site experience, “By equipping providers with more insight and analytics, they have more details and information on how to make a change that will impact and educate the patient. Data is more widely available now, which makes it easier for patients and providers to work together to find a solution.”
Learn more about improving patient experience in the next webinar, Facility Branding: Identify and Impact Public Perception on Tuesday, February 12, 2019 at 1:00 p.m. Register today