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Community Hospital Knowledge Hub

Learn how to remain independent and succeed as a Community, Rural and Critical Access Hospital in today's evolving healthcare landscape.

Improve Patient Satisfaction and Loyalty

Improving patient satisfaction is a key component of community hospital success. Patient loyalty is built on patient satisfaction, and patient loyalty helps protect the hospital from competition by less expensive clinics. Because community hospitals are often deeply embedded in their communities, they sometimes take “brand loyalty” for granted, but, as health care costs rise for patients, that is a dangerous assumption.

In addition, patient satisfaction metrics are directly linked to some reimbursements for Meaningful Use, Patient-Centered Medical Homes (PCMH), and Accountable Care Organizations (ACOs)—not to mention PQRI payments. So improving patient satisfaction can affect the bottom line in a number of ways.

What builds patient loyalty? An engaged staff dedicated to patient service, technology that enables patients to easily participate in their care, and the ability to change and adapt to patient needs are three important components. 

All of this requires an efficient patient engagement and patient communication system that enables a hospital to provide patients with:

  • An easy way to schedule appointments and treatments
  • Follow-up information on self-care after discharge to prevent readmissions and provide general health and wellness information (such as Medicare Wellness reminders)
  • A patient portal that enables two-way communication, bill payment, and a variety of other benefits
With a culture of engagement – and the technology to support it – a community hospital can lock in patient loyalty and improve its bottom line at the same time.

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Discover the keys to remaining independent as a community, rural and critical access hospital.
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Lewes, Del., is a busy coastal city whose population consists of year-round residents, inclusive of a thriving retiree c...