4 things healthcare needs to learn from tourism | Doug Lansky | TEDxKI | Summary and Q&A

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June 27, 2023
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4 things healthcare needs to learn from tourism | Doug Lansky | TEDxKI

TL;DR

Healthcare needs to prioritize customer service, such as reducing stress and anxiety through visual information, improving parking and waiting room experiences, and implementing compassionate communication.

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Questions & Answers

Q: How can visual information help reduce patient anxiety in healthcare settings?

Visual information, such as photos and videos of healthcare facilities and procedures, can familiarize patients with the environment, reducing anxiety and improving their overall experience and preparation for treatment.

Q: Why is parking a significant source of stress for patients in healthcare?

Finding parking can be a stressful experience for patients, leading to anxiety and potential delays for medical procedures. Hospitals can alleviate this stress by providing clear information about parking options and even offering valet services or free transportation to ease the burden.

Q: How can waiting rooms be improved to enhance the patient experience in healthcare?

Comfortable seating, designated areas for children, and amenities like free Wi-Fi can create a more pleasant waiting room experience for patients. Additionally, sending patients updates on wait times through digital platforms can help manage expectations and reduce stress.

Q: How does compassionate communication contribute to better healthcare outcomes?

Compassionate communication, which includes making eye contact, greeting patients, and apologizing when necessary, helps patients feel seen, heard, and valued. It can reduce anxiety, improve patient adherence to treatment plans, and encourage patients to seek medical advice when needed. Compassion is a vital component of delivering quality healthcare.

Summary & Key Takeaways

  • Medical errors are the third leading cause of death in the U.S., making it essential to prioritize patient experience.

  • Expanding the definition of healthcare to include customer service can have a significant global impact.

  • Borrowing ideas from the tourism industry, healthcare can improve patient experience through visual information, better parking and waiting rooms, and compassionate communication.

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