The key aspects of providing a holistic patient experience

Patient experience is a growing topic in healthcare. From the rise of telemedicine to patient-centered care, there are now more ideas and conversations about how to improve the patient experience than ever. However, many hospitals and clinics still struggle to provide a holistic patient experience that meets patients where they are, addresses their needs with empathy and respect, and makes them want to return. 

As a result, those entering fields such as nursing now seek programs focused on the patient experience. Fortunately, educational courses such as the Texas Woman’s University online MSN-FNP program are meeting today’s professionals for the journey. The reality is that nursing is a vital profession, and patients want nurses and doctors who focus on the holistic patient experience.

The term “holistic” means looking at something as a complete or whole entity. Taking a holistic approach requires acknowledging that every interaction patients have with the medical system touches them emotionally, socially, physically, and spiritually. Let’s explore what aspects are crucial for creating an exceptional patient experience from start to finish.

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Who’s involved in the patient experience?

The first step toward providing a holistic patient experience is understanding who’s involved in the process. For starters, a holistic patient experience consists of the patient, their families, and the clinicians and staff providing care. For patients, their experience begins long before they enter the hospital or clinic. For example, how easily they can set up appointments and get to the medical facility plays into their experience. Every step they take on the journey with their medical team matters. By respectfully acknowledging patient needs and preferences, healthcare providers can create a more positive experience for the patient.

Elements for a positive patient experience

The best way to focus on the holistic patient experience is to walk in the patient’s shoes. That means walking through their entire journey and reflecting on everything that happens along the way. For example, you can start by physically walking into your clinic or hospital. What do you see as you walk through the building and make your way to the front desk? What do you hear? And who do you interact with along the way? 

Taking these and other questions into account helps you identify areas for improvement. Doing so leads you to critical insights on how to better engage with patients and their families. Remember, you want to make them feel comfortable, informed, and welcome. Furthermore, it can help you identify gaps in patient experience. With some consideration, you can refine your processes, improve your clinic or hospital’s design and train your staff on how to better engage with patients.

Be responsive

A crucial aspect of a holistic patient experience is being responsive consistently. For example, suppose your clinic or hospital states that it is open between 8 a.m. and 7 p.m., but in practice, you open from 7 a.m. to 8 p.m. In that case, patients will notice. Moreover, they’ll appreciate your dedication to being responsive to their healthcare needs. Being responsive means being sensitive to your patient’s needs. For example, if a patient comes to the hospital with their children, make a special effort to talk with them and acknowledge their presence. That helps you respond to their needs as a family.

Be empathetic

Put yourself in your patient’s shoes. What are they feeling? What do they think? What do they need? Consider it your opportunity to show empathy and provide a truly holistic experience. So, listen with empathy. That means actively listening to patients and their families and putting yourself in their shoes to understand their perspectives. Being empathetic towards your patients doesn’t just mean understanding their feelings. It also means feeling with them. It can be as simple as acknowledging their pain or hurt.

Be transparent

Being transparent means letting your patients know what to expect regarding their medical care. This also means being clear so that they understand things in non-medical jargon. For example, if a patient needs surgery, you should explain why you recommend it in layperson’s terms. Let your patients understand why a procedure may take longer than it should. Being transparent can also mean sharing information that patients may not directly think to ask but may be interested in knowing. For instance, if a patient is undergoing a long course of treatment, let them know how others are doing with the same treatment.

Be culturally responsive

People from all walks of life visit healthcare facilities, and each person has unique needs and preferences. Being culturally responsive means being mindful and respecting your patient’s cultural beliefs and practices. For example, if a patient’s religion prohibits them from receiving blood products, ensure that your team knows it. Furthermore, being culturally responsive can also mean creating welcoming spaces that reflect the cultures of your patients. For instance, if your patients are predominantly Hispanic, creating areas in your hospital that reflect Latino culture can help you better engage with your patients.

Be physically accessible

Being physically accessible means ensuring that all areas of your clinic or hospital are easy to navigate. That includes the entrance to the building, the parking lot, exam rooms, bathrooms, and other patient areas. Being physically accessible also means ensuring that any equipment a patient may need is easy to use. For example, if patients need to check in for an appointment using a computer system, make sure that it’s easy to navigate. If your organization has diagnostic equipment such as CT scanners, MRIs, or X-ray machines, ensure that the rooms where these are located are accessible to patients in wheelchairs.

A holistic approach to the patient experience

Providing a holistic experience doesn’t require a massive overhaul of your existing structure and setup. Instead, it’s an ongoing practice of being responsive, empathetic, transparent, culturally responsive, and physically accessible. Remember, when we practice being holistic in our approach to patient experience, we make our organizations more welcoming. As a result, they’re more comfortable and approachable, which is what patients want when they visit healthcare professionals. Healthcare is stressful enough for patients. A holistic patient experience improves their well-being and health outcomes, and that’s a net positive for everyone!