Our parents and grandparents experienced healthcare in a straightforward way. They went to a doctor they respected, were treated for what was wrong, and didn't question the advice of their physician. They usually went to the doctor only when absolutely necessary and never dreamed of the fantastic array of options now available. Today, patients have access to a wide range of healthcare options. They can research their symptoms and choose when and where they want treatment. Things have changed in many ways, and your ASC has to keep up with these changes.
The Covid Reaction
No discussion of how the patient experience has changed would be complete without mentioning Covid-19. Nothing motivates patients to be more proactive about their own care than a pandemic. Patients are now asking questions about safety protocols. They expect a higher standard of sanitation and diligence about patient safety. Ensure your ASC patients know what you're doing to protect them so they don’t go elsewhere.
Improved ASC Processes Software tailored to the needs of various medical specialties, including Ambulatory Surgery Centers, has improved the surgery and recovery process. Today's patients expect to be informed and treated like individuals, not medical charts. They want their families informed along the way and won't settle for any communication breakdown.
Improved Patient Education
Today’s surgical patients are savvier than their parents and grandparents about medical procedures. They can turn to the Internet for information and aren’t afraid to ask questions. Be ready to answer those questions through online educational materials and interactive online opportunities. An informed patient is more likely to follow through on proper at-home care and physical therapy.
You want your patients’ source of information to be your ASC, not a questionable website with outdated or wrong information. One Medical Passport’s instructional videos educate patients and give them detailed, step-by-step care instructions for before, during, and after surgery.
Preferred Communication
Phone calls and snail mail are quickly becoming relics of the past when it comes to scheduling and confirming appointments. Everyone is busy these days, making missed appointments more of an issue. Automated scheduling and communication software ensures your patients won’t forget an appointment. Customized emails and texts can provide gentle reminders or clarify instructions for patients.
Patient Power
Patients have never been more powerful than in the digital age. They can research their condition, both good and bad, and ask questions. They expect detailed answers and respect from surgeons and medical staff. Be prepared with the appropriate medical information and provide additional sources of information they can access.
Patients can also make or break the reputation and success of ASCs. Reviews on Facebook, public review sites, and Twitter can reach thousands of people with just a few clicks on the keyboard. It’s a powerful incentive for doctors and ASCs to give each patient customized care, thoughtful amenities, and all the information they need to recover fully.
Patient experiences have changed dramatically over the last few decades. Your ASC needs to take all the steps necessary to ensure the patient experience continues to transform in positive ways.
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