5 Best Practices to Improve the Patient Experience of Healthcare

As patients become more aware of their healthcare rights and responsibilities, they can take a more active role as well as expect a better experience; including shorter wait times, better outcomes and less frustration. Here are five best practices health systems are adopting to improve the patient experience:

Access to care

Patients should be able to access healthcare that fits their needs and lifestyle. Same-day access for urgent issues with extended evening and weekend hours and telemedicine options, such as video visits, should be available and easy. Appointment scheduling, including booking an appointment online, should be available for most appointments.

Coordinated care

Healthcare can be very confusing. When one provider isn’t sharing information with another, patients become very frustrated. Patients should have access to all of the care information and have open communication between providers across all healthcare settings. Having one resource for all patient information makes the experience more streamlined and makes care easier to navigate.

Straightforward financials

Healthcare costs can be complex. Providers should make financial management, such as paying a bill, as clear and simple as possible. Paying online, having one bill for all types of care should be the expectation, not the exception.

Engaged patients and families

Providers should encourage questions from patients and their loved ones. Furthermore, providers should listen actively to patients’ concerns and input. Caregivers should be part of the discussion and providers should share medical information with them.

Open communication

Poor provider communication, whether in the hospital or an outpatient setting, is a very common patient complaint. Patients should have healthcare providers who listen, communicate clearly, then provide a clear plan of care with rationale for that plan. And providers should always treat patients with courtesy and respect.

While no healthcare system has perfected these best practices, advancements in state-of-the-art technology and patient willingness to utilize it are leading to continuous improvements in patient care.

Summa Health is committed to advancements in technology that provide safety and care management resources for its patients and healthcare team members. It recently invested millions of dollars in technology that represents the best practices of healthcare systems across the country. This new technology will yield improved care coordination, greater access as well as an improved patient experience.

Part of this technology upgrade is an optimized MyChart. This industry-leading technology is a secure web portal and optional mobile phone app that gives patients access to their medical information, records, appointments and the ability to message healthcare providers free of charge.

With MyChart, patients control their healthcare. Within the platform patients can:

• Schedule or request appointments with Summa Health Medical Group providers (subject to availability on a per office basis).
• Meet with a board-certified provider over video to receive care from the convenience of home or work.
• Request a medication refill.
• View and manage a family member’s health record.
• Check in for a scheduled appointment online to shorten time in the waiting room.
• Prepare for an upcoming labor and delivery by registering with the hospital.
• Stay informed and engaged with care during hospital stays for you or your loved ones.
• Manage payments through one easy bill, make a payment, view an estimate, implement a payment plan and apply for financial assistance.

If you haven’t already, activate your MyChart account and take control of your healthcare by visiting summahealth.org/mychart.

Author:

Stephen Klautky, MD