By Gina Smith, CMRP, AMS, Director of Business Development, Health Industry Distributors Association
Patient experience measures are becoming increasingly important for reimbursement in all markets, but they present particular challenges in extended care. Many long-term care patients are unable to speak for themselves or fill out surveys. As a result, patients’ families often play a central role in conveying the patients’ satisfaction. In effect, patient satisfaction extends beyond the patient.
So, how can you help your customers meet the needs of patients and their families?
Helping your customers inspire confidence
In last month’s column, we highlighted HIDA’s recent study of more than 1,000 patients and what they define as quality care. The survey found that key drivers of this satisfaction include a visible demonstration to cleanliness through frequent hand-washing and availability of hand sanitizing products, along with amenities and equipment that improves overall comfort and creates a relaxing atmosphere. Most importantly, patients want a setting that inspires confidence in their provider.
Extended care administrators are aware of these patient needs. They want more dignified tubs, higher-quality briefs, improved mattresses and beds, efficient call systems and medication dispensers, and better lifts. As a sales rep, you should respond to these needs and take it one step further.
Rather than simply reacting to these requests, help your customers think about how their care will please their patients’ families. Regardless of whether they are the key decision maker with power-of-attorney, a beleaguered and possibly equally-frail spouse, or a group of loving and concerned siblings, children, and extended family, these family members will be observing how a provider cares for their loved one.
Ultimately, your customers need to think about how they can make visitors confident in the care their loved ones receive. One of the easiest steps providers can take is to use posters and brochures to explain infection control, and show that they are committed to preventing infections. Another step you can take is to keep your customers up to date on the latest and most modern equipment available. Our research indicates having up-to-date medical equipment and technology is a key driver of patient satisfaction as it suggests clinical sophistication.
Also think about what steps your customers can take to make their extended care settings more comfortable and home-like. Are there any amenities they would consider adding? Are there steps they can take to improve patient dignity? Are there any ways to improve the ambiance of patient rooms or waiting areas?
As a distributor rep, you are uniquely positioned to help your customers weigh these problems. Get your customers thinking about how important patient families are in care evaluations, and you will further solidify your role as a trusted advisor.
To access the Horizon Report Patient Satisfaction: How Medical Products Improve Consumer Experience and other Research & Analytics reports, visit www.HIDA.org/HorizonReport.