Good health is vital and the center for all human activities. Over the years, we have witnessed a vast growth of the health industry across the globe. Now we have numerous innovations from biosensors to hybrid operating rooms; without forgetting mobile technology where someone can easily access medical advice through various applications and websites such as WebMD.
But have you ever been sick and instead of the hospital visit to make you feel better, it worsens your situation? Or have you ever heard someone highly recommend a particular health center because they offer the best service? When patients visit hospitals, they already have a mental list of things to check off regarding the service they expect to receive. Satisfaction comes when those expectations are met or exceeded; and if not, it’s a disappointment.
The accumulation of the pleasure and disappointments is what leads to an institution being labeled as “bad” or “good.” Now you may ask, what exactly makes a hospital good? Well, good or bad is a subjective argument. However, some fundamental factors can attribute to the good;
1. Hospitality
Among the pet-peeves for most patients is when they meet nurses and doctors with a foul attitude while attending to their needs. The healing process begins at the reception. Thus, it is important for hospital staff to have high emotional intelligence and show empathy when dealing with patients.
2. Coordination
A good hospital is one with well-integrated activities between the back office and the front office. Doesn’t it feel great when there is a fast flow from the reception counter to the final doctor’s appointment? Coordination can be made possible by having an articulated chain of command and effective internal communication.
3. Transparency
Patients appreciate health providers that take their time to ensure they understand and are aware of every necessary detail about their problem as well as the options available before they agree to a particular type of treatment. Most of the medical therapies happen to have side-effects, and it would be best to provide the patients an opportunity to accept or decline the possible outcomes they may have to face.
4. Efficiency
This can be summed up in one word, time. Efficiency results in shorter patients’ waiting time, which is every patient’s dream come true. To provide services most efficiently a hospital must have well trained and experienced staff; as well as adequate medical equipment. In the long run, the hospital will be required to keep up with technological advancements in the health industry to maintain or increase its efficiency.
For any service provider to be successful, – be it a school, restaurant or hospital – the operation of their institution must rely upon satisfying the needs of the targeted customers. Therefore, as much as hospital visits are not the best thing anyone could wish for, it is the responsibility of health providers to ensure that every incoming patient checks as many boxes as possible off of their list of expectations once they leave.
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