Getting your team on board

Getting your team on board

Does your team share your core values and vision?

In the fourth article in her series, Jane Braithwaite explores the engagement of your team in delivering the most positive patient experience for you patients. Every single interaction with your patient has an impact on their experience of your practice, either positive or negative.

It is vital that every member of your team who interacts with your patients is engaged and motivated to care for them in the manner that you believe delivers the most positive patient experience. But how do you ensure that everyone shares your vision, enthusiasm, passion and motivation? How do you communicate your goals to your team? Your vision, mission and values should be promoted via your website and other collateral for all team members and patients to view. Read more…

Put yourself in your patients shoes

Put yourself in your patients shoes

How your patients feel about the care you provide is arguably the most important measure of your success in private practice. It is essential that patients receive good treatment that improves their health, and this is a fundamental and measurable element of your care.

But there are many other factors that influence how a patient feels about your care and it is all these elements that form the patient experience. You want your patients’ experience to be as good as possible.

YOUR PATIENT should be at the centre of your patient experience strategy and every interaction your patient has with your practice is important.

Who are your patients?

The best way to ensure you are putting your patients first is to think about the patient’s journey, considering the three stages of before, during and after care. Before we do that though, we should start by discussing who your patients are, so you have a clear view of what is important to your typical patient.


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Making your plan to keep patients happy

Making your plan to keep patients happy

Your patients must be at the centre of every aspect of your thinking. To improve patient experience, then, patients must be put first and we must keep patients happy.

When producing any strategy, and particularly when considering patient experience, the key components to consider are your vision statement and your goals and objectives.

Your Vision and Mission Statement

Your vision statement focuses on tomorrow and describes what you want to become. Many companies create both a mission and vision statement, with their mission statement describing what they are today.

If we take HCA Healthcare for example, its mission and vision statements are as follows:

Mission –  Our mission is to provide compassionate care and exceptional service to every patient, every day.

Vision – Our vision is to be a world-class hospital.

It also has a clear set of values, which you can see listed on its website and you may find these interesting and potentially helpful.

In developing your patient experience strategy, you may wish to develop your mission and vision statement and your values, and I would highly encourage this.

As a minimum, I suggest you need clarity on what you aspire to be and therefore your vision statement is essential.

Your patient experience vision must be entirely patient-focused and should describe what you aspire to be in the experience of your patients.

Your vision will become your roadmap. Writing a single statement that encapsulates this is difficult and you may prefer to write a small number of statements that give you clarity and communicate these to your team.


Tangible goals

Armed with your vision statement, the next step is to clarify the goals and objectives that need to be achieved to deliver this ambition and make it reality.

It is often easier to set quantitative goals that are tangible and we often see these described as service levels.  READ MORE…


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How to master the art of keeping patients happy

How to master the art of keeping patients happy

The Guide to Delivering Superior Patient Experience in Private Practice is a new series published in the Independent Practitioner Today designed to give independent practitioners the knowledge and tools needed to keep patients happy and enhance patient experience before, during and after care.

It will be packed full of information that will, hopefully, prompt you to either start or refine your patient experience strategy.

Here Jane Braithwaite begins by clarifying what we mean by patient experience, how to master the art of keeping your patients happy and why it matters.

In future articles, she explores this in more detail, including:

  • How to get started with your strategy
  • How to put patients first
  • Engaging and inspiring your team through to measurement
  • How to continually drive change and further enhance patient experience

Are you keeping your patients happy?

What is patient experience and why does it matter?

Patient experience is more than just providing superior clinical care. It is the sum of quality, safety and how we care for patients.

Every single encounter a patient has with your practice matters and forms the patient experience, whether these interactions are online, face to face during surgery or your follow-up care.

Patient experience starts with a patient’s gut feeling about your service in the earliest stage, which may be at the point where they start to research their symptoms online and discover your website or when they discuss their symptoms with a GP or friend who recommends you.

Patients have greater access to information than ever before via a simple Google search and your website is your shop window to your services and builds your reputation.

A contributing factor to a positive experience is the ability to satisfy those all-important online search queries conducted by healthcare ‘consumers’ each day.

Does your website contain educational content that addresses the health consumer’s symptoms and provides tips for preventative self-care? Read more…


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Cutting our ties to Europe and its red tape

Cutting our ties to Europe and its red tape

All of our attention is focussed on Covid-19, while quietly in the background we are still in the process of leaving the EU and cutting our ties to Europe its data protection jurisdiction.

In this second article published in the Independent Practitioner Today this month, Jane Braithwaite and Karen Heaton share what this means for your practice.

Cutting our ties to Europe

SIGNIFICANT CHANGES to the business environment are often outside the control of medical practice owners, and always involve some work for busy medical practice staff.

In our concluding article of the series, we are looking at what med- ical practices need to be thinking about as the UK exits the transition period in December 2020.

For changes involving the processing of personal data, those medical practices who have invested in bringing their operations in line with the EU’s General Data Protection (GDPR) regulations and have embedded a data privacy and security culture within their organisations will be in a position to respond faster and more efficiently to changes out- side their control, such as Brexit.

The UK left the EU on 31 January 2020 and is now operating under the terms of the Withdrawal Agreement between the UK and the EU. This agreement runs until 31 December 2020.

Unless there is an extension to the Withdrawal Agreement, the UK will either leave with or with out a future deal between the UK and the EU.

Will there be a deal?

As everyone knows, the negotiations on what the future relation- ship between the UK and the EU will look like were put underway before the pandemic. It may be some time before businesses understand what that relationship will be and what it might mean for data protection. Read more...


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