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

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.

Key Insights

• 🏥 Medical errors are the third leading cause of death in the US, highlighting the need for improved healthcare practices and customer service.
• 🌍 The definition of healthcare has expanded to include various aspects such as nursing, mental health care, physical therapy, and virtual medicine.
• 🍽️ Smart customer service in healthcare can have a significant global impact and improve patient outcomes.
• 🔎 Visual information, such as photos and videos of medical facilities, can help alleviate patient anxiety and improve their overall experience.
• 🅿️ Parking and waiting rooms can be major sources of stress for patients, and simple solutions like providing digital maps and comfortable waiting areas can make a big difference.
• 🤝 Communication and good service, such as greeting patients and saying sorry when necessary, create a welcoming and compassionate healthcare environment.
• 💡 Strategic patient service is a cost-effective investment in better healthcare and can improve patient adherence to treatment plans.
• 🌍 The implementation of improved customer service in healthcare is already starting to happen, signaling the beginning of a global movement toward enhanced patient experiences.

Transcript

foreign when you saw the title of this talk what Healthcare needs to learn from tourism I'm sure a few of you were thinking yes finally Margaritas in the waiting room great idea the rest of you probably thought was a little bit unfair that Healthcare is too serious to be compared to tourism but before you go down that path just consider this if a r... Read More

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.