NHS Patient Engagement
Many people don’t view the NHS as a ‘business’ and therefore don’t always think in business terms, yet it is absolutely in the business of patient care and therefore patient (or customer) engagement is imperative to it’s future sustainability.
Whilst there is value is ‘getting out of the office’ and ‘visiting patients in their own environments’, there is even more value and return in focussing on the front-line and the patient/customer experience. Anyone in business know that the most effective tool for marketing by far is word of mouth and this is why the world is embracing the power of social networking vehicles to get their messages across (but that’s another discussion altogether).
The point I am making is that unhappy or dis-engaged patients will tell on average 22 people of their experience, which hardly supports customer engagement and could totally counteract any efforts/initiatives in patient engagement elsewhere. Address and embrace patient engagement on the frontline and you’ll be on your way.
It’s not always about introducing new processes or new inititiative that need to be introduced in addition to already huge workloads, it’s about doing things differently to change behaviours. It’s about working smarter, working more efficiently and focussing on an outcome of excellence in patient care with increased engagement.