Patients first, it's not a slogan.

Healthy Insights

The essence of success in healthcare depends not only on appearances, décor, or superficial indicators of success. Instead, it revolves around a holistic approach that puts the patient at the center of attention.

Key points from my practical point of view, follow-up, and experimental evaluation of hospitals include Patient-centered care:

Success in healthcare hinges on providing patient-centered care, where the entire healthcare team, from customer service to nurses, doctors, and others, works cohesively to serve the patient's needs.

Understanding patient satisfaction:

Healthcare CEOs and leaders must be present and engaged in the frontline patient experience.

Team Cooperation:

An integrated, well-trained, and coordinated team is critical to providing high-quality healthcare services.

This teamwork spans various departments, including insurance, accounting, and pharmacy.

Continuous improvement:

Collecting and acting on patient feedback is vital for course correction and constant improvement. This feedback loop helps to improve the overall patient experience.

Technology and Communications:

Leveraging digital communication and technology is essential to correct the course and ensure the patient's journey is enjoyable and effective.

Actual Reality vs. Reports:

Leaders must realize that the reality they perceive from their offices may only partially reflect what is happening on the ground. Being in a healthcare environment provides a more nuanced understanding.

Focus on quality of service:

The success of renowned healthcare organizations like Mayo Clinic lies in their commitment to exceptional service.

Real story:

One day, I said to the CEO of a large medical group, your hospital is going to work, and he asked me how you are meeting me for the first time.

I replied, "When the CEO is sitting in the reception hall of the hospital, he knows precisely how satisfied the patients and the customers are, but when he sits in his lavish office, he will read reports that may not fully reflect reality.

In conclusion, I'd like you to please take advantage of customer feedback and work on course correction to enhance your attractiveness in the healthcare services market.

Please don't rely on the evaluation of search engines, digital means of communication, and their sisters, or limit your assessment to them in correcting the course; the rules of the game are known.

The patient's journey should be enjoyable.

The importance of patient-centered care, teamwork, and continuous improvement in healthcare leadership must be emphasized.

Healthcare organizations can excel and positively impact their patients' lives by focusing on these principles.

Bassam Darwish, MD

CEO and founder of Balsam Healthcare Development

bassam@balsamhealthcare.com

www.balsamhealthcare.com