Improving patient communication in Swiss hospitals: 7 key strategies

Effective communication in hospitals is crucial for enhancing your patient experience and ensuring efficient operations. In Switzerland, where high service standards play significant roles, optimizing communication can strengthen patient trust and streamline care. Here are eight strategies you can implement in your hospital to improve communication with patients:

1. Pre-procedure communication

The patient journey begins even before they step foot in your hospital. They often feel anxious before medical procedures, and unclear instructions can amplify that anxiety. You can easily improve pre-procedure communication with:

• Appointment reminders: Automated reminders that include essential information like appointment time, location, and necessary documents or preparations.
• Educational resources: Short, easy-to-understand videos that explain the procedure can reduce fear and help patients feel more informed. This can also save staff time on site.
• Digital checklists: A list of things to do before the procedure can make preparation easier and ensure that patients are well informed.

2. Welcoming and check-In process

The next step of the patient experience is the moment they arrive at the hospital. But sometimes this step is off to a rough start: long wait times, unclear directions, and inadequate guidance can cause stress and confusion. To improve this, there are several things you can do:

• Digital check-In kiosks: Offering self-service kiosks allows patients to register and update their information easily and independently which can help in rush hours.
• Clear, multilingual signage: Ensure that signs are easy to follow and available in multiple languages, helping patients of all backgrounds navigate the facility.
• Pre-visit instructions: Sending appointment details, including directions, parking information, and what to expect, via email or SMS before the visit can reduce anxiety and help patients prepare.

3. Navigational support

Hospitals can be large and confusing, and patients often struggle to find their way. Effective navigation tools can make visits less stressful:

• Interactive digital maps: Provide patients with easy-to-access digital maps via mobile apps or hospital kiosks that help them navigate to their appointments.
• Offer virtual hospital tours: Virtual tours on the website can help new visitors to find their way around more quickly.

4. Clear discharge instructions

After a hospital stay or procedure, patients need clear guidance on their recovery and follow-up care. To improve the discharge process, hospitals can:

• Simplified discharge instructions: Ensure that discharge information is concise, clearly written, and available in the language of the patient.
• Telehealth follow-ups: Offering virtual consultations post-discharge helps answer any lingering questions patients may have about their care.

5. Emergency family communication

Family members play a critical role in patient care but often feel left out of communication. To improve family involvement, hospitals can:

• Triage explanation: Patients often don’t understand how triage works in emergency departments. Hospitals can provide educational pamphlets or videos to explain why certain cases are prioritized.
• Dedicated contact person: Assign a staff member to act as a liaison between the medical team and the family, providing regular updates.

6. Cultural sensitivity in communication

Swiss hospitals serve a diverse population, and language or cultural differences can impact how patients perceive medical communication. To ensure inclusive care:

• Cultural competency training: Train staff on cultural sensitivity to better understand and meet the needs of patients from various backgrounds.
• Multilingual communication: Ensure that translation services are always available, especially for critical communications such as consent forms, diagnoses, and discharge instructions.

7. Offer time slots for consultations on specific topics

Patients often have questions on specific topics, such as travel advice or vaccinations. To address these in a calm and focused setting, it’s worth offering specific consultations that you can plan.

• Scheduled consultation hours: Offer your patients dedicated times for non-hospital-related queries.
• Online appointment booking: Allow patients to book these consultations online in advance, so you can manage your time effectively without adding extra administrative work.

An optimised patient experience

Improving patient communication in Swiss hospitals is key to enhancing the overall patient experience and building trust. By focusing on welcoming patients, improving pre- and post-visit communication, hospitals can create a more efficient, patient-centered environment. These strategies not only reduce patient anxiety but also help improve hospital operations, leading to better health outcomes and higher patient satisfaction.