5 Key Trends to Enhance the Patient Experience

In today's healthcare landscape, patient experience should be at the forefront of delivering exceptional care. That’s not going anywhere anytime soon. As healthcare professionals, it's imperative to understand what patients value most when it comes to being cared for and to focus on doubling down on these points along the patient journey. Here are 5 key trends in patient experience and what should be emphasized when keeping customer experience (CX) strategies in mind within a healthcare landscape.

1) Treating Patients with Dignity and Respect

One of the primary expectations of patients is to be treated with dignity and respect which is particularly important in a healthcare context due to the heightened emotions often involved. This goes beyond basic politeness—patients want to feel valued and acknowledged as individuals, not just as another case or number. Whether it’s an onboarding call or consultation, a routine check-up, a follow-up call, or an in-hospital stay, every interaction should exude respect for the patient's humanity and individuality. This can be a challenge for some healthcare staff, who often experience burnout and exceptionally heavy workloads, but it must remain a priority in creating an exceptional patient experience.

2) Incorporating Kindness into Every Interaction

Kindness is a foundation of patient care. Patients remember how they were made to feel during their healthcare journey. Implementing simple acts of kindness, such as a warm greeting, a reassuring word, or simply receiving an update on next steps can significantly enhance the patient experience. Healthcare professionals should strive to incorporate kindness into every interaction, recognizing that these small gestures can make a big difference in a patient's overall experience. This is related to the term "bedside manner" which is the way a healthcare professional interacts with patients, particularly in terms of their approach, attitude, and communication skills. The interaction can be in-person, on the phone or during a video call. Does the professional show empathy, compassion, and professionalism? Patients want to feel heard and cared for and this can significantly impact their comfort, trust, and overall experience. 

3) Personalized Care: Recognizing Individual Preferences

Each patient is unique, with their own preferences, needs, and expectations. Personalized care means recognizing and catering to these individual differences. It can be as simple as the way they’re addressed- some patients might prefer being called by their first name, while others may find this too informal and prefer their last name. Another example is a patient bringing a trusted friend or family member with them to an in-person appointment as moral support, or perhaps having a nurse present to hold their hand. Some may want spiritual support, such as prayer, integrated into their care, while others may not.

It's essential to ask patients about their preferences rather than making assumptions or imposing a standard approach which may lack the empathy and care that’s desired in a healthcare related situation. While tailoring care to individual preferences may seem straightforward, it requires effort and attention to detail. It involves asking the right questions and genuinely listening to the answers. Healthcare professionals can make it a standard practice to inquire about and document patient preferences early in the care process to ensure these preferences are noted throughout their healthcare journey.

4) Learning from Front-Line Employees

Frontline employees are a treasure trove of insights and lessons learned about patient experiences. The stories they could tell and the insights they can provide are likely extensive. These caring and hard working individuals interact with patients daily and can provide valuable feedback on what works and what doesn’t. Engaging staff in discussions about patient care experiences and encouraging them to share their “golden nuggets” of information can help identify areas for improvement and inspire new strategies for enhancing patient experience. Customer care in any healthcare setting can be nuanced and demanding, requiring a higher level of empathy, personalized attention, and adherence to ethical standards compared to customer care provided in other domains.

5) Ensuring Comprehensive Care

Individualized care means that all aspects of the patient’s needs and preferences should be considered and addressed. This holistic approach ensures that no detail is overlooked, and every patient feels that their unique needs are met. From clinical care to emotional support, all boxes need to be checked to provide a truly comprehensive and satisfactory patient experience. This can be a challenge since patients may not feel comfortable speaking about all their ailments and the emotions that accompany them. At times, they may not remember their full medical history or may feel put on the spot when asked about something private or a topic they find uncomfortable to address. This highlights the importance of incorporating kindness, understanding, and respect into every interaction between healthcare professionals and patients.

Conclusion

As the healthcare landscape continues to evolve, prioritizing these patient experience trends will be crucial in meeting and exceeding patient expectations. By focusing on these areas, healthcare professionals can significantly improve the quality of care they deliver and ensure that every patient feels valued and well cared for. Ingraining these values into the organizational culture and providing consistent quality care is also a big factor in achieving patient experience success and improving the overall reputation of the organization.