In earlier days, patients selected hospitals based on only two parameters. The first one was proximity. Patients used to select hospitals that were close by because they did not have the means to travel far. Secondly, they used to choose hospitals recommended by their family doctors or their friends. Now these parameters have undergone a drastic change. What do patients consider while choosing a hospital? This is a secret that most healthcare entrepreneurs want to know. Read on to unravel this mystery.

1. Your Website

The search for healthcare truly begins online in today’s scenario. The net-savvy patient population of today chooses hospitals after carefully browsing the web for options. They read reviews and feedback from numerous hospitals and physicians before zeroing in on the hospital of their choice.  Several apps recommend and rate healthcare institutions as well as healthcare providers. Potential patients and their family members cruise through reviews of physicians, scrutinize feedback about facilities and services, confirm reputation, and then finally take a call.

If your web presence is not very strong, your potential patient is likely to give your healthcare institute a miss and not book an appointment. Your hospital’s website is the first point of interaction between your patient and your hospital. Hence, you should develop it with diligence.

Some tips for your website:

a) Make it User-friendly

Not all your potential clients will be tech-experts. Hence, you should ascertain

that your website is user-friendly easily navigable and not too complex to understand.

b) Make it content-rich and visual-savvy

Ensure that your website is informative and appealing. Make sure that the data uploaded is accurate, relevant, and sensitive to the sentiments of your audience. Use positive and aesthetic visuals. Do not display distressing visuals of illness…instead focus on inspiring visuals depicting wellness. Use colors, fonts, and logos that mirror your ethos and corporate image.

c) Create a reflection of your vision

Your website should be able to convey to your prospective patients what you stand for so that you can forge a bond with them and attract footfall.

d) Do not forget contact details

If your website does not display your details like phone numbers, email, and address prominently; your patients may not know how to reach you and switch to a competitor; hence be sure to highlight the ‘contact us’ section.

e) Include milestones and positive reviews

In healthcare decisions, trust matters. To earn the trust of your prospective clients, be sure to promote the achievements of your physician panel on your website. For example, If a physician has been a pioneer of a particular procedure, advertise it to garner confidence. Also, display positive feedback prominently.

2. Infrastructure and Medical equipment

Patients want value for their money. They choose medical facilities based on the infrastructure that you offer. If your healthcare institute offers technically advanced solutions and you are vocal about it, prospective patients are likely to choose it over your competitors. This is because patients are aware and prefer minimally invasive and technologically superior diagnostic and surgical procedures which can help them recover better and faster over conventional ones. E.g., A hospital with the latest robotic surgery equipment will be chosen as a priority.

3. Ambience

If the cost slab is the same, prospective patients will choose a healthcare facility that is rich in ambiance and offers a welcoming environment over a hospital that is drab and shabby. The days when hospitals were dark and stenchy buildings are long gone…now patients expect elegant surroundings where their comfort and convenience are guaranteed. So, pay special thought to your hospital’s architectural layout and interior design. Ascertain that every inch of your space is functional yet aesthetic and enhances the overall patient experience.

Some ways to make your hospital ambient and welcoming:

a) Ensure that your waiting rooms are spacious and elegant

b) Add elegant décor items like paintings and vases.

c) Use soothing colors on walls and ceilings like pastels.

d) Install a television and a music system in the waiting room.

e) Keep some interesting books and magazines in the reception area.

 f) Organize a small play nook to keep children constructively occupied in the waiting rooms

g) Ensure that the furniture and furnishings are comfortable

h) Make provision for privacy and social distancing.

g) If you have the space, provide for a lawn or garden.

4. Hygiene and safety

Patients consider the factors of hygiene and safety before choosing a hospital. Some pointers that you should take care of to nurture the safety of your patients, employees, and visitors.

Hygiene

Hygiene in a hospital is mandatory to control infections.

a) Ensure laundry service to guarantee clean linen.

b) Ensure constant cleaning and disinfection of each inch of space.

c) Use room fresheners to get rid of antiseptic smells.

d) Conduct quality assurance checks of the kitchen.

e) Organize drinking water filters.

5. Infection control

a) Install HEPA filters for air purification to check the spread of germs.

b) Use germ-resistant material on tabletops and floors.

c) Disinfect the floors repeatedly to prevent infections

d) Use UV lights to kill germs in operating theatres.

e) Provide hand sanitizers for infection control.

6. Fire safety

a) Install firefighting equipment on every floor.

b) Use fire-resistant materials on walls, floors, and ceilings.

c) Make corridors and passageways wide and clutter-free.

d) Provide two staircases and refuge areas.

e) Provide smoke alarms and fire safety signages.

7. Fall avoidance

 a) Install safety support systems like hand grips and handles.

b) Use rubber-sheet flooring and anti-slip tiles in washrooms.

c) Provide for wheelchair ramps and elevators.

8. Amenities

Patients consider the amenities and the facilities offered by the healthcare institution in addition to the medical procedure before zeroing in on the hospital of their choice. Some of these amenities that your prospective client may consider are

a) Parking facilities

b) Insurance claim assistance

c) Post-care support

d) ATM kiosk

e) Diagnostic laboratory, Pharmacy, and blood bank within premises

f) Visitor stay facilities.

g) Canteen

Thus, you can see that there are numerous factors that patients consider before making a hospital selection. Be sure to incorporate all these parameters while setting up your medical facility so that you can be top of the list of choices for prospective clients. If you need any help in any aspect, be sure to consult Hospertz, a leading health consultancy firm of India.

The blog has been written by Dr. Vishal Jadhav, a veteran in the field of hospital consultancy with rich experience of more than 20 years and founder of the Healthcare  Consultancy. Firm, Hospertz.

Dr. Vishal Jadhav, Director
hospertz@gmail.com
+91 9867712705/ 9820833149