Before the COVID-19 pandemic, the expectations that patients held for healthcare workers were clear. Patients valued trust, efficient coordination of their care, and a courteous bedside manner. Today, however, the way patients perceive healthcare has shifted, and healthcare processes have also changed.

Over the past few years, healthcare workers have adjusted to new care models, workflows and structures. While a sense of normalcy has returned to healthcare, providers and facilities must continuously improve to deliver patient-centered care.

Medical providers can exceed patient expectations by enhancing communication, access to care, responsiveness and team coordination.

Why the healthcare experience changed

It’s important to understand why the healthcare industry has changed so drastically in recent years. Patients and healthcare facilities must also consider what specifically changed compared to the pre-pandemic era.

In 2020, doctors and healthcare teams were forced to make critical decisions to help as many patients as possible weather the pandemic. Resources, including doctors’ and nurses’ time, were spread incredibly thin.

Five years later, healthcare trends and challenges include:

• Normalcy of telehealth appointments
• Greater general access to health information via the internet
• Shortage of healthcare workers, including physicians and nurses
• Supply chain issues affecting hospitals and medical practices

Communication is important for patient satisfaction

Patients want a healthcare provider they can trust. Part of that trust lies heavily in the provider being empathetic, actively listening and taking the time to genuinely talk with the patient. Providers must give patients meaningful time instead of rushing during an appointment.

However, with the advent of telehealth visits, communication has become more complicated. While telehealth visits can be convenient and reduce wait times in the waiting room, they can also feel impersonal.

To make telehealth visits more personal, healthcare professionals can:

• Pay greater attention to your vocal tone and tempo, facial expressions and body language
• Be present and attentive to the patient
• Reflect on what the patient tells you
• Limit distractions during the entire visit

Positive patient experience demands responsiveness

Being responsive to patients’ concerns should always be a top priority – right up there with health outcomes. Even before 2020, health anxiety increased among patients due to the internet making it easy for patients to self-diagnose. In a 2024 poll by the American Psychiatric Association, 63% of adults who reported feeling anxious listed “their health” as a reason.

Even if patients are not experiencing an emergency, fear and anxiety can cause them to call frequently or send multiple messages through their patient portal. A responsive healthcare provider can calm this anxiety.

To create a positive patient experience, doctors must provide timely responses to patients and display empathy for their situation. Health care facilities must have a robust process in place to ensure that physicians understand these patient preferences and can provide timely responses.

The entire healthcare team matters

When it comes to a patient’s experience, service is just as important as time spent with the physician. In one study, 96% of patients reported poor customer service as a primary complaint. From scheduling to billing, patients should not be left frustrated with the health care system.

Consider implementing online scheduling to give patients scheduling flexibility. Send mobile appointment reminders and utilize mobile check-in to minimize wait times before the appointment. Ensure that every member of your facility’s staff is friendly, communicative and professional.

Once a patient visit has ended, let them know the entire team is available to provide support and answer questions. Additionally, communicate the cost of care and provide resources to help patients navigate insurance coverages.

In the digital age, patients utilize online resources, including website reviews, to select their healthcare providers. The experience you provide contributes to patient perceptions, which is reflected in ratings and reviews. Elevating customer service across your medical practice is a sure way to improve patient satisfaction.

Care access and coordination

Even with the increase in telehealth visits, in-person visits at healthcare facilities have become normalized again. Still, parking, check-in and masking procedures can differ depending on the provider.

To prevent confusion, language must be displayed that provides detailed expectations and instructions for the patient. Patients should always feel that their safety and well-being is top of mind.

Improve patient experience with top-quality providers

Whether your medical facility needs a locum tenens physician or a permanent provider, Tinkbird Healthcare Staffing is the resource for you. Contact us today to learn more about how you can exceed your patient’s expectations as the healthcare industry continues to evolve.