Say : Patients’ experience , Don’t say : Patients’ satisfaction.

January 1, 2018 148 No Comments

We need to change the perspective of patients’ satisfaction to patients’ experience
What is the difference ?
Patients may be satisfied with the medical service but may have a bad experience : for instance , he may found no towels in the bathroom and he considered it a bad experienceز

how to do this ?
1- isolate all the moment of truth which are the moment that the patients have direct contact with the hospital and can affect his experience in a positive or a negative way.
2- minimize all the negative experiences of these moments of truth. 
3- invest in the extensive training of the front line staffs . training in communication skills , innovative thinking and team work is mandatory.


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