In today's challenging and competitive healthcare environment, providers must be focused more than ever before on creating an exceptional patient experience. Follow these six strategies to improve patient engagement and increase patient satisfaction.

1. 1
Six Strategies To
Improve Patient Experience

2. Most healthcare providers today,
understand that consumerism and the
growing “power of the patient” is a
primary driving force behind the current
wave of industry transformation
2

3. In fact, 75% of healthcare providers
believe that improving patient
experience is critical to their future
success
3
Source: Prophet and GE Healthcare Patient Experience Survey 2016

4. And 63% of healthcare providers
believe they are delivering
4
Source: Prophet and GE Healthcare Patient Experience Survey 2016

5. 5
Unfortunately, 81% of consumers
say they are unsatisfied with their
healthcare experience
Source: Prophet and GE Healthcare Patient Experience Survey 2016

6. Where Patient
Experience is
Where Patient
Experience needs to be
SO THE
GAP
IS WIDE
6

7. 7
Use these SIX strategies
to close the gap
and improve
Patient Experience

8. Strategy #1
Establish a holistic view of the patient experience
8
Look beyond the silos. Take every relevant touchpoint into
consideration - before, during and after care

9. Strategy #1
Establish a holistic view of the patient experience
9
Look beyond the silos. Take every relevant touchpoint into
consideration - before, during and after care
In order to provide an exceptional patient experience, find ways to integrate
simplicity, accuracy, timeliness and compassion into every patient interaction

10. Strategy #2
Make a personal connection at every patient
touchpoint
10

11. Strategy #2
Make a personal connection at every patient
touchpoint
11
From admissions to consultation, treatment, aftercare, payment and beyond,
every interaction should be focused on how best to satisfy the patients
individual needs.
When every stakeholder in your organization has this mindset, patient
experience soars.

12. 12
Strategy #3
Develop strong communication protocols
between caregivers and adhere to them

13. 13
Strategy #3
Develop strong communication protocols
between caregivers and adhere to them
How well patients are communicated to plays a major role in how they judge their quality
of care.
Inconsistencies or disconnects between scheduling and admitting, physicians and nurses
or any other caregiver relationships, can cause confusion, frustration and a lack of
confidence from the patient.
Strong communication creates clarity, understanding and a sense of consistency, leading
to higher patient engagement and a positive overall patient experience.

14. 14
Strategy #4
Evaluate and simplify processes

15. 15
Strategy #4
Evaluate and simplify processes
When healthcare providers make it easy for patients to engage, satisfaction and loyalty
increases.
Evaluate your processes from beginning to end. You will quickly find opportunities to eliminate
steps, cut out redundancy and automate.
Simplicity drives both efficiency and satisfaction.

16. Present options and alternatives whenever possible
Strategy #5
16

17. Present options and alternatives whenever possible
Strategy #5
When patients have a choice, they may feel more empowered and in control. This can increase the
opportunity to create a positive experience. Provide options at as many touchpoints as possible.
Consider things like online appointment setting as an alternative to speaking to office staff or
payment and billing options such as an extended payment plan to allow large expenses to be paid for
over time.
17

18. Benchmark satisfaction against performance
standards from outside the healthcare industry
Strategy #6
18

19. Benchmark satisfaction against performance
standards from outside the healthcare industry
Strategy #6
People don’t stop being consumers as soon as they find themselves in the role of patient. We
continue to have the same basic expectations about how we are treated by those who are in a
position to serve.
Healthcare providers need to benchmark their patient service against leaders in mature
service-intense industries like financial services, hospitality and travel. Think American
Express, Ritz Carlton and Disney.
19

20. By Following These Six
Strategies You’ll Achieve
Improved Patient Satisfaction
and Increased Loyalty
20

21. Contact us to learn more about Budco
Financial and our payment plan solutions
Jeff Sierra – President, Healthcare Solutions
jsierra@budcofinancial.com
313-209-3326 (O)
Dan Rowell – Vice President, Healthcare Solutions
drowell@budcofinancial.com
313-209-6227 (O)
Budco Financial
333 West Fort
Suite 1750
Detroit, MI 48226
www.budcofinancial.com
21
Helping Improve Patient Experience
Budco Financial is recognized as one of the industry’s leading
providers of end-to-end payment plan solutions.
Our Medical Payment Plan allows healthcare providers such as
hospitals, clinics and healthcare systems to offer their patients an
affordable option to pay out-of-pocket medical expenses.
Our approach helps increase patient satisfaction and improve cash
flow to the provider.