The Cost of Exceptional Patient Experience

by | Apr 24, 2020

One of the main objections I hear about when we start the work of understanding and uplifting patient experience outcomes is cost.

Many transformation programs aren’t cheap. Changing the way in which we work, in order to change outcomes we are able to achieve, is not easy. These programs can sometimes require significant resources, take considerable time, and even fail if they aren’t run in the right ways.

In the face of these challenges, we have to remain focused on the purpose as to why we are looking to run such a significant transformation across parts of our organisations—improved experience for our patients.

Better experiences will always lead to an increase in patients. This will lead to improved incomes and improved outcomes for patients and staff alike.

One particularly challenging question that any healthcare organisation can ask itself is, “What is the cost of not improving our experiences?”

We often see devastating stories in failures to improve experiences. Examples can be seen in the blow-out of waiting times, queues out the door, staff run off their feet and increased staff turnover, to name a few.

Every time a patient walks out of our hospitals, clinics, centres or facilities, we rarely get the opportunity to know how we could have improved their experience—and subsequently have them stay—and choose our services instead of alternatives. Prevention is better than a cure, and we should use this belief to power improved patient experiences as well as patient outcomes. And this leads to improved incomes as well.

To better understand the cost benefits of improved patient experiences, reach out to us. We can help you map out an improvement strategy that targets your problems directly and generates the best experiences for your patients, clients, partners, and staff.