Hospitals have started turning to customer service leaders, such as the Walt Disney Company, for tips on how to improve patient satisfaction, according to a TeleTracking blog post.
With the implementation of the Patient Protection and Affordable Care Act, patient satisfaction has become increasingly important. A patient's perception of his or her hospital experience now affects reimbursement. The blog post cites a New York Times article that talks about how hospitals are turning to the Disney Institute, the consulting arm of the Disney Company, for advice on improving patient satisfaction. According to the article, Orlando-based Florida Hospital now displays calming video art on the advice of the institute.
Ensuring that patients have a welcoming and friendly experience at a hospital is important, but efficiency is equally important. Leaving a patient waiting in the emergency department is one way to decrease patient satisfaction, and this is something that hospitals should work to avoid. Using tools for capacity management is one way to prevent long wait times and improve patient experience at a hospital, according to the blog post.
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