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Johns Hopkins Hospital Patient Experience: Let’s Review It

Let's take a look at the Johns Hopkins Hospital Patient Experience to analyze and learn from their approach and identify opportunities.

Johns Hopkins Medicine has long recognized the significance of a positive patient and family experience during hospitalization, which is why they maintain a specific focus on patient satisfaction to achieve an optimal experience. Let’s talk about the Johns Hopkins Hospital Patient Experience.

The organization’s commitment to providing exceptional care is evident through its emphasis on clear and effective communication from healthcare providers, enabling patients and their families to manage their health better and reduce the likelihood of hospital readmissions.

This article will explore some of these initiatives and their approach. We will also analyze all the touchpoints to understand the Patient Journey at Johns Hopkins Hospital.

What does Johns Hopkins Hospital do to ensure a good patient experience?

Johns Hopkins Hospital employs a series of initiatives and methodologies to ensure a great patient experience. One of the most popular methods is the use of a standardized national survey known as the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). This survey ensures a continuous focus on excellence in patient care. Adult patients are thoughtfully mailed the hospitality survey upon their discharge, inviting them to share their unique perspectives on the care they received during their hospital stay.

The results can be compared with other institutions and the national average to better understand where the hospital stands compared to the competition.

The results of this HCAHPS Survey are a clear metric of patients’ perception, but a series of actions and initiatives are required to achieve an incredible score as Johns Hopkins Hospital has done. Below, we will analyze some of these actions and how they compose the patient journey map of this institution.

Johns Hopkins Hospital – Patient Journey Map

This is an exemplification of a patient journey map, created with some points explained on their Patient Care page on their website. We recommend visiting and contacting them to learn more about their services.

AWARENESS

TouchpointCustomer ActivityPain PointSolution
Online Search and WebsiteSearching for healthcare options and visiting the Johns Hopkins websiteDifficulty finding specific informationImprove website navigation and provide comprehensive information
E-NewsletterSubscribing to the Johns Hopkins e-newsletterLimited awareness of hospital updates and newsOffer engaging and informative e-newsletters
Community ConnectEngaging with Johns Hopkins community eventsLimited awareness of hospital community eventsPromote community events and involve patients in activities
WebsiteVisiting Johns Hopkins Hospital’s websiteDifficulty finding relevant information and resourcesEnhance website content and make information easily accessible
Google MapsNavigating to Johns Hopkins Hospital using Google MapsDifficulty in finding directions to the hospitalEnsure accurate and easy-to-follow directions to the hospital
Online ReviewsReading online reviews and feedback about the hospitalConcerns about the quality of care and experiencesMonitor and respond to online reviews and feedback

CONSIDERATION

TouchpointCustomer ActivityPain PointSolution
Video or Phone Telemedicine VisitsScheduling telemedicine appointmentsLimited awareness of telemedicine servicesPromote telemedicine options and their benefits
Schedule an AppointmentScheduling in-person appointments with physiciansDifficulty finding suitable appointment timesImplement online appointment scheduling and offer flexible options

 CONVERSION

TouchpointCustomer ActivityPain PointSolution
Hospital Admission and DischargeUndergoing hospital admission and dischargeUncertainty about hospital procedures and careProvide comprehensive information and support during admission and discharge
Online Care ServicesAccessing online care servicesLimited awareness of available online care optionsPromote and educate patients about online care services
MyChart Patient PortalUtilizing the MyChart patient portalDifficulty in navigating the patient portalOffer user-friendly MyChart patient portal and provide support
Test ResultsAccessing and understanding test resultsConfusion about test results and interpretationProvide clear and timely communication of test results

LOYALTY

TouchpointCustomer ActivityPain PointSolution
Video or Phone Telemedicine VisitsContinuing to use telemedicine servicesApprehensions about telemedicine effectivenessPromote successful telemedicine stories and patient satisfaction
After-Hours Virtual CareSeeking after-hours virtual care servicesLimited awareness of after-hours care optionsPromote after-hours virtual care services and their benefits
MyChart Patient PortalUtilizing the MyChart patient portalDifficulty in navigating the patient portalOffer user-friendly MyChart patient portal and provide support

ADVOCACY

TouchpointCustomer ActivityPain PointSolution
Patient Feedback SurveysParticipating in hospital surveys and feedbackLack of follow-up or action based on feedbackActively respond to patient feedback and make improvements
Social Media SharingSharing positive experiences on social mediaConcerns about privacy and negative feedbackProvide social media guidelines and monitor brand mentions
Refer a PatientReferring a patient to Johns Hopkins HospitalUncertainty about the referral processSimplify and clarify the patient referral process
Community ConnectEngaging with Johns Hopkins community eventsLimited awareness of hospital community eventsPromote community events and involve patients in activities

Important Elements to Ensure a Great Patient Experience

Some of the initiatives implemented by Johns Hopkins Hospital are excellent examples of ideas that can be implemented in any medical institution to ensure that patients and clients have a pleasant experience when using our services.

Johns Hopkins Hospital is known for being innovative in establishing initiatives to guarantee a good experience. Here are some of them:

MyChart Portal: This is an online portal where the hospital has centralized various actions to make it easy for patients to access them. This portal allows patients to schedule appointments, request prescription renewals, access test results, view their medical history, and receive and pay bills.

Johns Hopkins OnDemand Virtual Care: This provides easy access to care through mobile devices or computers. Patients can talk to a healthcare provider who can diagnose and prescribe medications for minor care concerns such as colds, rashes, and pinkeye. This platform offers a hassle-free way to seek medical assistance, ensuring efficient virtual healthcare solutions.

Video or Phone Telemedicine Visits: JHH offers secure and HIPAA-compliant remote appointments for both current and new patients in diverse primary care and specialty areas. Depending on the state’s regulations, a broad range of online services is accessible to patients and providers through their smartphones, computers, or tablets.

Johns Hopkins Home Care: This service provides high-quality, individualized care for patients of all ages in the comfort of their homes or community. Their services and equipment are designed to support patients in regaining and maintaining a level of independence.

Start Improving Your Patient Journey

If you are in charge of a medical institution or are a healthcare provider, you should follow the example of leading hospitals like MassGeneral Hospital or Mayo Clinic and put your patients and their satisfaction at the center of your strategy.

Keeping them in mind and ensuring satisfaction when using your services will benefit your business greatly. That’s why at QuestionPro, we have developed a couple of platforms, including patient experience software, to help you in your mission.

With SuiteCX, you can create attractive Patient Journey Maps using our templates. This will allow you to visualize all the touchpoints of interaction between your services and patients clearly. You can also enrich this visualization with real data to better understand your users’ perceptions.

Furthermore, with QuestionPro, you can conduct HCAHPS Surveys to constantly evaluate your patients’ perception, identify opportunities, and improve their perception of your hospital or medical institution.

We invite you to learn more and schedule a meeting with our experts. We would love to collaborate with you.

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About the author
Aldrin Velázquez
Head of SEO at QuestionPro. Content Creator, Digital Marketing and SEO Specialist focusing on Organic Business Growth.
View all posts by Aldrin Velázquez

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