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La apuesta por mejorar la experiencia de los pacientes
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Por: Francisco Vélez, director general de Siemens Healthineers Colombia, Perú y Ecuador.
La voz de los pacientes alrededor del mundo es cada vez más importante, si tenemos en cuenta que, las percepciones de estos son las que construyen la sensación de confianza y lealtad que a su vez repercute en la reputación de una entidad médica. En la medida en que un paciente haya tenido una buena experiencia médica en un centro de salud, mayores serán las probabilidades de que lo siga eligiendo su principal opción de atención.
Cuando se trata de velar por una buena experiencia, también debemos destacar la responsabilidad que recae en los profesionales en salud para responder por las necesidades y preferencias que los pacientes demandan cada que acuden a ellos, es ahí donde la credibilidad y la lealtad tienen oportunidad de ser potenciadas.
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Por esto, cuando hablamos de la necesidad por mejorar la experiencia del paciente, debemos tener en cuenta todas las interacciones que influyen en su percepción a lo largo de todo el procedimiento asistencial. Nuestro deber es divulgar y educar de manera proactiva las implicaciones que tienen en los pacientes una buena gestión de su salud y bienestar. Para esto, consideramos algunos aspectos esenciales que son menester de abordar para optimizar opiniones y percepciones.
En un inicio, la experiencia diagnóstica, que puede ser vista como la suma de interacciones que experimentan los pacientes con el personal, es de gran importancia. Es ahí donde un servicio caracterizado por una escucha activa, una interacción amable, en adición a la entrega de tecnología de punta para desarrollar de manera más rápida los procesos, garantizan un camino agradable y eficiente para ambas partes. Esto a su vez, tendrá como consecuencia una percepción positiva de todo lo que enmarca una cita del sector salud.
Una vez diagnosticados, el comunicar los resultados a nuestros pacientes cambiará su perspectiva y actitud antes y durante el tratamiento. Sin compromiso y comunicación, las expectativas del paciente serán difíciles de alcanzar y tratar. Sin duda, es pertinente transmitir una información interconectada y concisa, que genere confianza y haga notar el compromiso que existe hacia su salud, generando un espacio cómodo y cercano.
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Los pacientes que desde un inicio están convencidos de escoger un centro médico por el trato que se les da, pueden crear un pensamiento sólido de apoyo frente a una organización, sistema o tratamiento. Este tipo de pacientes, además de compartir esa creencia con su círculo social más allegado, defenderán a la institución para que otros puedan vivir una experiencia similar. Esto para las entidades de salud traerá mejoras tanto a nivel clínico como operativo y financiero.
Si empezamos a ejercer y ver esta práctica desde una perspectiva constructiva y colaborativa empezaremos a manifestarla como una prioridad empresarial y nuestro ejercicio mejorará de manera drástica. El reconocer y adaptar este nuevo pensamiento puede traer consigo un sistema sanitario que prevalecerá en un mundo donde el paciente tiene una visión mucho más orientada a su interacción con el personal médico como algo positivo e importante.
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