Reducing Patient Uncertainty: 6 Areas to Address
HealthWare Systems Blog
on Wednesday, May 9, 2018
Reducing patient uncertainty should be a high priority item for healthcare providers. Feelings of uncertainty can affect the patient experience and lower patient satisfaction.
Most of us are uncomfortable with uncertainty and many visits to healthcare facilities are made with the purpose of diminishing it. Patients seek out your facility hoping to find answers to health questions; the last thing they are looking for is even more confusion.
Below are 6 areas that can either increase or decrease patient uncertainty.
By reducing patient uncertainty through addressing these areas, providers can greatly improve the patient experience:
1. – Online Presence:
A strong online presence and positive online reviews can aid in reducing patient uncertainty by helping patients become more familiar with your facility and organization before they even visit. Utilize your website and social media accounts to their full advantage.
For example, a study published in the journal Health Communication found that video biographies for primary care physicians were more effective in reducing patient uncertainty than the standard text biographies that most providers post on their websites.
2. – Wayfinding:
Navigating their way around an unfamiliar building can increase patients’ anxiety over their hospital visit. Wayfinding solutions (such as digital signage, mobile apps that guide patients around your campus, and touchscreen kiosks that print wayfinding maps) can ensure that patients and their visitors don’t get lost, all while reducing patient uncertainty about finding their destination.
3. – The Waiting Room:
The waiting room offers numerous opportunities for reducing patient uncertainty surrounding many topics. In the waiting room, uncertainty about wait times can be just as frustrating as the actual waiting. Patients’ family members face uncertainty as well, about how long they’ll be waiting, about the details of a procedure, and about the outcome for their family member.
A patient tracking board and real-time text updates can be instrumental in reducing patient uncertainty and lowering waiting room anxiety for patients’ family members. Patients can better gauge how long they’ll be waiting, and patients’ family members know their loved one’s status at each stage (e.g. “in prep,” “in surgery,” “in recovery”) of the encounter.
4. – Interoperability:
Patients should not have to face uncertainty regarding whether their doctor has all the information he/she needs to properly care for them. Yet, only 46% of hospitals had required patient information from outside providers or sources available electronically at the point of care according to research posted by the Office of the National Coordinator for Health Information Technology.
With odds like these, patient uncertainty about transfer of medical records or if a physician’s order/referral will be received in time is warranted. Reducing patient uncertainty can be accomplished by ensuring your facility can electronically send, receive, find, and integrate/use all necessary health information.
5. – The Discharge Process:
Researchers have created a new tool called the Uncertainty Scale to measure patient uncertainty and predict hospital readmissions. Some of the major themes they’ve found in their work include patients’:
- “Lack of clarity regarding self-management, such that patients are unsure how to deal with symptoms at home”
- “Lack of self-efficacy, manifesting as patients not knowing where to go for help for certain symptoms”
- “Lack of clarity about the decision to seek care, meaning that patients do not know which symptoms are serious enough to warrant seeing a health professional”
Improving patient education during the discharge process can help in reducing patient uncertainty about self-care, where to seek help, and when it is necessary to seek help, as well as lower readmission rates.
6. – Payments:
Patients want price transparency and as wise healthcare consumers, they have the right to be informed about the use of their healthcare dollars. Confusion about health insurance and how much money they owe for health services, even after they’ve received a bill, is a source of patient uncertainty. Patients may have great clinical outcomes, yet, if they are surprised when the bill is larger than expected, their satisfaction surveys will reflect low scores.
Providing estimates for out-of-pocket costs upfront, helping patients with insurance issues, preventing insurance-related errors, and helping patients identify and apply for financial assistance opportunities can all help in reducing patient uncertainty about cost.
Uncertainty is unfortunately a common experience in healthcare for those with undiagnosed conditions and symptoms for which an explanation is unclear. The six areas outlined here are within your control; by reducing patient uncertainty in these areas, your facility can greatly improve the patient experience.