Reduced Hospital Re-admits Achieved with Customer Experience Management

When a patient enters a hospital, it isn’t very often that he or she does it alone. Family and community enter right behind. It makes sense, then, that it is not just the patient that needs to have a good experience, but all the family members or friends (community) that accompany the patient.

“Accompany” could mean phone calls in to the patient to inquire how they are doing, locating the proper room (and waiting room), to locating flowers that were sent but were delivered to the wrong room. These things are really important to family members of the hospitalized patient. And they are things that could affect a patient’s recovery, and your bottom line.

If the patient experiences slow reaction time for nurses, who, through poor communication with other nurses and doctors, don’t administer pain medication quickly enough, or don’t come with enough help, it may cause the patient to suffer (falls are a real problem, and often one nurse just isn’t strong enough to keep a fall from happening).

Ever been released from a hospital thinking a couple more days in here would be better? Well, today, hospitals save serious money by sending a PT to your house, or having family members do the job.

Heck, they will even train YOU to administer shots to yourself if necessary! If a patient is released with incomplete instructions, or none at all, this will affect recovery and increase the chances for a re-admit.

Readmits are a real problem for hospitals today, in fact, reducing them is the LAW. Customer experience management could be a crucial aspect to your hospital’s bottom line. Slow or hard to use programs within and without the hospital could add to readmits.

The website www.nytimes.com explains how the implementation of the Affordable Care Act’s policies of cost reduction in hospitals can affect your bottom line:

“Medicare last month began levying financial penalties against 2,217 hospitals it says have had too many re-admissions…One of those is Barnes-Jewish Hospital in St. Louis, which will lose $2 million this year. Dr. John Lynch, the chief medical officer, said Barnes-Jewish could absorb that loss this year, but “over time, if the penalties accumulate, it will probably take resources away from other key patient programs.”

The crackdown on re-admissions is at the center of the Affordable Care Act’s effort to erase unnecessary care and slow Medicare’s spending. Contact us for valuable help in reducing re-admissions, and by default, increasing profits by being a valuable asset to the community.