Building a Dream Team: Expert Advice to Train Your team in Exceptional Patient Experiences

May 17, 2023

Expert Advice

Building a Dream Team: Expert Advice to Train Your team in Exceptional Patient Experiences

I know firsthand the importance of a smooth patient experience, as we've all been patients in clinics or hospitals at some point in our lives. As patients, we want to feel comfortable and confident in our doctors' care, which is why having a well-trained medical team can make a significant difference in our overall well-being. And who better to ask about training a medical team than experts and doctors themselves?

That's why I've asked some experts to share their advice on how to train your team to provide a seamless patient experience. Whether you're a doctor or a hospital administrator, the tips they offer will help you ensure that your patients receive the best possible care, from start to finish.

So let's dive in and learn how to create a patient-centric culture that prioritizes the needs and expectations of those we serve.

By implementing these strategies, you'll be able to provide an exceptional patient experience that fosters trust and loyalty in your healthcare organization.

Adopt Cross-Training for Patient Care

I am sure by now you have been to an Apple store. You walk in, and an employee greets you and stays with you from product selection to check out. This concept of one employee per customer intrigued me. 

At my plastic surgery practice, I adopted a similar approach by cross-training my staff to handle as many tasks as possible for one patient. This cross-training method not only increases patient satisfaction but also enhances patient safety. 

With every employee in the office trained for every position, there is no interruption of patient care because of staffing issues.

Ahmad Ahmadi, Owner, Surgeon, and Medical Director, Avante Plastic Surgery

Emphasize Empathy and Active Listening

One tip for training your team to provide a smooth patient experience is to emphasize the importance of empathy and active listening. Encourage your staff to always treat patients with respect, be attentive to their concerns, and show genuine care for their well-being. This will help create a positive atmosphere in the clinic or hospital and improve overall patient satisfaction.

Michaela Ramirez, M.D., Founder, O My Gulay

Enhance Communication and Empathy

Most patient experiences are based on how their care team communicates with them. That's why it's so important to provide your team with the best tools to communicate effectively with patients.

To do this, create a single location where your team can find all the forms and information they need to provide better care to patients. Then, make sure that your team is following up with patients in a timely manner. Track these response times! Encourage your team to go the extra mile for patients by showing empathy, having compassion for their situation, and helping them navigate the complexities of healthcare. You will do great!

Michael Loesche, M.D., Ph.D., CEO, USMLE Test Prep

Give Them Care At Comfort At Their Home

One of the best ways to make patients feel more comfortable is to provide medical care in the comfort of their own homes, surrounded by their loved ones. That's why home care services have become increasingly popular. By offering care in a familiar environment, you can help reduce the stress of arranging transportation and improve the patient experience. Additionally, providing care at home can reduce the workload on your administrative staff since they won't have to deal with as many people in the waiting room. Best of all, it can help you reach patients who were previously underserved!

Implementing an at-home care strategy can be daunting, but there are tactics you can use to make it happen. For instance, chatbots can be a significant help in collecting patient addresses, booking appointments, and updating schedules automatically. This means that your administrative staff won't have to spend time planning the logistics of the visit, making the process more convenient for both patients and staff.

Dr Hardik Kharwa, MBBS, Founder - PHE Healthcare

Connect With Your Patient Beyond Digital

I believe that while technology has made healthcare more efficient, it's still important to personalize the patient experience with a human touch. As much as possible, we should train our staff to follow up with patients in person, especially after major surgeries. This shows that we care about their well-being beyond their time with us.

In addition to in-person follow-ups, we should train your team to take the time to reach out to patients who haven't been in touch for a while. A simple phone call to check on their health and schedule an appointment if needed can make a big difference.

We shouldn't rely solely on digital communication either. Sending traditional mail, hand-written thank-you notes, or personalized holiday greetings are all great ways to connect with our patients beyond the digital realm. It shows that we value their patronage and care about them as individuals, not just as patients.

Dr Gautam Allahabadia - Founder - Rotunda CHR

Help Your Patient With the Paperwork

As a healthcare provider, it's essential to create a welcoming environment for our patients right from the start. When a patient arrives, our team should greet them warmly and ask for their insurance card. We should then hand them a clipboard and pen and explain what they need to fill out on the forms. We should also let them know that we're available to help if they have any questions.

Once the patient has completed the paperwork, it's important to make them feel comfortable while they wait. We can do this by telling them where the magazines are and mentioning any recent articles that might be of interest to them.

Furthermore, we should let the patient know who their healthcare provider will be. This can help ease any anxieties they might have about the visit. It's essential to train our team to follow these steps and create a positive experience for our patients. By doing so, we can build trust with our patients and provide the best care possible.

Dr Lav Kochagway - Founder- Netralayam Eye Care Hospital

Final Words…..

As I wrap up, I want to stress the importance of providing a smooth patient experience in healthcare. By following the expert advice we've shared, you can train your team to deliver the exceptional care your patients deserve. From creating a patient-centric culture to improving communication and streamlining processes, every step you take can make a difference in your patients' lives.

So I encourage you to take action today and implement these tips in your healthcare organization. Talk to your team, assess your current practices, and make changes as needed. Remember, a little effort goes a long way when it comes to improving patient satisfaction and outcomes.

Ultimately, the goal is to create a healthcare environment that puts patients first and helps them feel valued, respected, and heard. By doing so, you can build trust, loyalty, and a positive reputation for your organization. So let's work together to provide the best possible care for our patients, and make a difference in the world of healthcare.