Negative Patient Experiences
The real impact of negative patient experiences
As a healthcare provider, you have probably fretted over patient surveys, feedback forms, or even simple interactions that have gone awry. But do you really understand the impacts of this data? Many healthcare provider struggle to use these insights to transform their services so that negative patient experiences are reduced or removed altogether, allowing their services to shine.
Receiving negative feedback is never easy – but it can be a powerful opportunity to understand what makes your patients tick. When patients tell you what they think about your services, every healthcare provider should pay attention. Though it’s easy to lose sight of this in the hectic day-to-day, the purpose of every healthcare organisation is to look after their patients. Negative feedback can be a wakeup call and an opportunity to do better. When negative patient experiences are ignored, they create a vicious cycle that can drastically impact growth.
Average rating of patients’ likelihood to recommend their healthcare provider
78.5
Percent of users recommend hospitals and day surgery centres
85.1
Percent of users recommend general practitioners (GPs)
85.4
Percent of users recommend specialists
The reach of negative patient experiences is growing
Most of us have heard some variation of this classic marketing statistic: a dissatisfied consumer will, on average, tell 10 people about their negative experience while a satisfied customer will only share their experience with 5 people. Over the years, multiple studies have all come to the same conclusion: people are more inclined to share their negative experiences with others. Now add to this the amplifying effect of social media. Forget about 10 people – today, one negative comment or review has the potential to reach hundreds or even thousands of people.
The growing reach of social media is also impacting the healthcare landscape. Patients are now taking an active role in every area of their health. More than a third of Australian internet users specifically use the internet to research health issues and products. Besides looking up diagnoses and merchandise, people are also using the internet to make informed decisions regarding their healthcare provider. Following suit to other industries, consumer reviews have become an important factor when making healthcare decisions. This means that even a single negative patient experience can influence the decision of countless potential patients.
Why investing in the patient experience pays off
Study after study has shown a clear link between the patient experience and clinical outcomes. Simply put, a positive patient experience is more likely to lead to a positive health outcome. Besides benefitting the patient, this also significantly reduces the risk of organisations facing high-profile complaints or malpractice lawsuits. This synergy highlights why the patient experience should not be considered a separate aspect from clinical care but an integral part of healthcare as a whole.
When you invest in improving the patient experience, you’re also investing in your staff and their wellbeing. In the current climate, attracting new talent and retaining existing staff should be a top priority for all healthcare providers. Improving existing processes or creating new systems that allow staff to take better care of their patients not only leads to an enhanced patient experience but also contributes to higher employee satisfaction. When you prioritise the patient experience, everyone wins. Our methods will empower you to create real, sustainable change that will stop negative experiences impacting your patients and staff.
