In today’s healthcare world, how patients feel about their experience in hospitals is just as important as how well treatments work or how safe they are. It’s not just about medical results; it’s about how people or patients are treated from the moment they walk in. Imagine waiting for a doctor or nurse and feeling like your time matters, or having someone explain things in a way that makes sense. That feeling matters too. The way we experience healthcare, from the waiting room to the doctor’s office, is now seen as a big part of what makes healthcare good. Patient experience encompasses the range of interactions that patients have with the healthcare system or provider, including their care from health plans, and from doctors, nurses, and staff in hospitals, physician practices, and other healthcare facilities. As an integral component of healthcare quality, patient experience and satisfaction include several aspects of healthcare delivery that patients value highly when they seek and receive care, such as getting timely appointments, easy access to information, good communication with healthcare providers, and feedback. In 2018, three important reports came out from different organisations like the United States National Academies of Sciences, the World Health Organization, and others. They all talked about making healthcare better. They said that if we want everyone to have good health coverage, we need to improve the quality of healthcare that is provided. This means making sure that the care people get helps them get healthier and treating them with respect. It’s a big goal linked to Sustainable Development Goals (SDG), which aim to make sure everyone can live a healthy life. These reports highlight that for healthcare to be good, it needs to be effective, meaning it helps people, and it should focus on what each person needs and values. Treating people with respect and dignity is important in healthcare for two big reasons. First, it’s just the right thing to do as everyone deserves to be treated well when they’re getting healthcare. Second, it’s also good for the health of patients who visit hospitals. When healthcare is focused on each person’s needs and values, it tends to be better, and people end up using healthcare services more effectively, which leads to better health outcomes. Being kind and paying attention to what each person needs not only feels right but also helps make healthcare work better. In recent years, the Ministry of Health in Rwanda has encouraged improved health service delivery and discussed key areas of focus. The ministry strongly believes that improved patient satisfaction will consolidate Rwanda’s achievements in health service delivery. The Ministry of Health identified customer care as a priority that can improve the quality of health services if aligned with well-defined workplace expectations and performance guidelines. Through the creation of customer care officers in hospitals, the ministry aims to build upon this success. In addition to this, patient charters and rights are now available in many healthcare settings in Rwanda. Although much has been done to tackle this challenge, many patients still believe there is a barrier between healthcare providers and patients. Some attribute this to staff shortages that don’t allow ample time for interaction between healthcare providers and patients. It’s not just physicians that will be in shortfall but others such as nurses, midwives, technologists, and other roles. Effective and straightforward communication is essential for managing patient expectations and ensuring a thorough understanding of their diagnosis, treatment choices, and post-treatment outlook. Other areas that we can look to improve are showing respect to patients, optimising the appointment process, simplifying the billing process, creating an engaging image, and so on. Obtaining feedback from patients is crucial for identifying areas of improvement in medical practice and addressing patient concerns. Creating a process to obtain feedback, such as post-appointment surveys or follow-up calls can be an important strategy to improve patient satisfaction. To achieve high levels of patient satisfaction, healthcare providers need to view patients as consumers and address issues beyond medical care. This includes providing quality customer service, enhancing communication, reducing wait times, and ensuring a clean and comfortable environment. By focusing on patient satisfaction and experience, healthcare providers can improve patient outcomes and create a positive reputation that attracts and retains patients. Dr Vincent Mutabazi is an applied epidemiologist. X: @VkneeM
