{"id":961,"date":"2019-05-24T12:30:55","date_gmt":"2019-05-24T12:30:55","guid":{"rendered":"https:\/\/2021dev.smileyanswers.com\/?p=961"},"modified":"2019-07-17T13:05:37","modified_gmt":"2019-07-17T13:05:37","slug":"points-of-experience-in-healthcare-how-do-you-manage-them","status":"publish","type":"post","link":"https:\/\/smileyanswers.com\/staging\/4537\/points-of-experience-in-healthcare-how-do-you-manage-them\/","title":{"rendered":"Points of Experience in Healthcare \u2013 How do you manage them?"},"content":{"rendered":"

Depending on the specific need for care by a patient, there will be multiple points of experience that they will go through within their visit at a healthcare facility.\u00a0 Because of the various amount of staff that the patient will be engaged with as well as the amount of interactions between the patient, staff, and healthcare facility, it is important to understand how the patient is being treated and cared for along their experience.\u00a0 Measuring and improving this experience will be vital for health facility to increase patient satisfaction.<\/p>\n

The Points of Experience<\/p>\n

There are a tremendous amount of touchpoints a patient receives along their experience when they visit a healthcare facility.\u00a0 Some of these may include web services, valet services, reception, waiting areas, emergency room, security, cafeteria, restrooms, imaging, laboratory, discharge\/exit, and many more.<\/p>\n

As a person who would be in charge of the experience for patients, the task can be enormous as the amount of points of experience and their touchpoints can add up quickly.\u00a0 Being able to understand what is happening at the facility in real-time can make significant positive changes for patients, employees, and the healthcare facility.<\/p>\n

HappyOrNot\u00ae Web Smiley\u2019s, Smiley Terminals, Smiley Walls, and Smiley Touches<\/p>\n

As a patient reviews web services before, during, and after the visit, the Web Smiley from HappyOrNot\u00ae is there to capture this point of experience with real-time feedback that can be monitored by the staff.\u00a0 The question is designed by the healthcare facility to receive the right type of information about the patient\u2019s website experience.\u00a0 The HappyOrNot\u00ae Smiley\u2019s are designed with the four feedback buttons for the patient to choose from.\u00a0 There are two green ones to capture positive feedback and two red ones to receive negative perceptions.\u00a0 Once chosen, the next screen allows the patient to go into detail on why they chose the color\/face that they did.\u00a0 This feedback will be received by the healthcare facility in real time.<\/p>\n

As the patient moves into and along their experience at the healthcare facility, the other points of experience perceptions can be captured by the Smiley Terminal, the Smiley Wall, and the Smiley Touch.<\/p>\n

The Smiley Terminal is a portable kiosk that has the four buttons along with a question designed to bring out the perception of that particular point of experience.\u00a0 The question can be changed and the terminal can be moved to different touchpoints to measure and improve various points of experience.\u00a0 The Smiley Wall is the Smiley Terminal without the kiosk and can be secured on a wall to provide more floor space.<\/p>\n

The Smiley Touch allows deeper insight for a patient which allows a more detailed description of the patient\u2019s perception of their experience.\u00a0 First, a patient chooses one of the green or red buttons.\u00a0 It then goes to a second screen where the patient selects a reason for their choice (highlights for green choices and pain points for red responses), and the third screen is for typed feedback to allow the patient to further describe their thoughts.\u00a0 The questions and second screen choices are made by the healthcare facility and the feedback is designed to be anonymous to receive a more accurate measurement.<\/p>\n

With the availability and versatility of the Smiley\u2019s, the healthcare facility can move them along various points of experience to capture feedback that is crucial to understanding how the patient views their experience.\u00a0 This constant measurement, along with the follow up changes to make positive improvements, will allow the staff to enhance patient satisfaction.<\/p>\n

HappyOrNot\u00ae Reporting Dashboard<\/p>\n

While the feedback is measured by the Smiley\u2019s, the reporting of the feedback goes to the HappyOrNot\u00ae dashboard.\u00a0 This is where the HappyOrNot\u00ae system can shine great light on how the patients are viewing their experiences.\u00a0 With a quick look at all of the locations of where there is the collection of feedback, the experience can be measured either at a specific experience point or it can be measured by the whole experience itself.\u00a0 The knowledge obtained with this overview can be instrumental in providing positive changes for patients and staff.<\/p>\n

Wrapping it up<\/p>\n

It can seem overwhelming at times when a person thinks about all the perceptions, expectations, inputs, touchpoints, and interactions along a patient\u2019s experience.\u00a0 Managing this with so many patients and staff members is a challenging task.\u00a0 HappyOrNot\u00ae helps a healthcare facility gather all these perceptions into one location in real-time.\u00a0 Having the ability to measure and improve experiences in real time provides a healthcare facility an advantage over those who do not.\u00a0 This is because they are capturing more accurate perceptions and can make changes faster than those who do not have this advantage.\u00a0 Lastly, having the ability to capture understand a negative sentiment and then having the resources to change the circumstances to improve on those negative experiences sends a strong message to patients and their families that the facility is driven to excellent patient care and stands by it to improve the lives of the patients it serves.<\/p>\n<\/div><\/div><\/div>

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