Maximising patient experience through thoughtful practice design
Dianne Stewart, Head of Victoria - Commercial, explains how a few steps can help doctors deliver a more positive patient experience.
Thursday, 11 July 2024
In a busy practice, it can be easy for doctors to overlook the patient experience. Yet this has become a focal point of research, with studies showing that a positive patient experience often goes hand in hand with improved medical outcomes1. This can drive patient retention, but the benefits go further with fewer complaints.
Delivering a quality patient experience can also make a practice a better place to work, helping to attract and retain quality staff.
How to maximise the patient experience
Having worked with many medical professionals over the years, one factor is central to maximising the patient experience – and that’s seeing the experience you provide from the patient’s perspective.
Many people are nervous or uncertain about visiting a doctor or specialist. Taking steps to help alleviate these nerves can support a better patient experience.
Proving clear signage is critical. You and your team know your way around your consulting suites, but a new patient does not.
Give the patient an idea of what to expect. When a GP refers a patient to a surgeon, for example, the patient wants to know what the specialist looks like, their experience, and the range of procedures they offer. At the most basic level, patients want to know practicalities such as where they can park near consulting rooms. Having an up-to-date website can help a patient access this information.
Privacy mindfulness
A lack of privacy can quickly make a patient feel uncomfortable. No patient likes to feel that their conversation with a doctor can be heard by anyone who walks past a consulting room.
Investing in privacy screens and soundproofing can give patient’s greater confidence that they are having a confidential discussion about their health needs.
A positive environment
First impressions count, and patients will immediately notice whether a facility looks old and outdated. It can subconsciously raise questions about whether the level of care they receive will also be outdated.
The design of waiting areas can be especially important to distract patients from what they are going through. Creating a positive environment can help patients relax. While furniture needs to be easy to clean, seating arrangements should ideally cater to a wide range of patient conditions and ages.
Colour and lighting can be a great way to lighten the mood. Fluorescent lighting is commonly used in medical practices, yet it creates a harsh, sterile mood. Natural light tends to be more calming.
Bring staff on board
Investing in bespoke uniforms and branding for your practice can give staff a sense of ownership in the business. Staff who are proud to be part of your practice will almost certainly provide a better level of service to patients. Branding can be especially helpful if your practice is run over a number of sites.
How Avant can help
The upshot is that high-quality health care needs to be person-centred.
Avant Finance’s specialists have worked with many doctors opening new practices or upgrading existing practices. We can set you on the right path with funding options and help you network with the appropriate experts in practice design.
For further information on loan interest rates, call Avant Finance on 1300 99 22 08, or request a free consultation with a medical finance specialist.
Disclaimers
The information in this article does not constitute professional advice and should not be relied upon as such. Persons implementing any recommendations contained in this article must exercise their own independent skill or judgment or seek appropriate professional advice relevant to their own particular circumstances. Information is only current at the date initially published.
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