The Peak End Rule and Private Hospitals

People remember past events through intense positive or negative experiences (the Peak) and the final moment of an experience (the end).

If the final moment is negative then his memory of that experience would be negative.

This is the Peak End Rule developed by Daniel Kahneman the only psychologist to win a Nobel Prize for economics.

Now let me share my experience about discharging a close colleague from a reputed private hospital post-surgery.

Frustrating, Horrible, and Nightmarish would be some of the words which come to mind.

The doctor discharges the patient at 5.30

It takes more than 2.5 hours for the bill to get ready. The main reason being that the consultant has not given his fees.

He is in surgery. He will give his fees only after he knows what the total hospital charges are. 

Once this is done the insurance takes another two-three hours to process the payment.

In the meantime the nursing station has quite literally forgotten about the patient who is still suffering from post-surgical pain. 

It's understandable. Technically the patient is discharged.

We had to go and ask to remove the Cannula. 

The night medicines were given only after we asked for it.

The patient had asked for a banana to eat to take the medicine.

Asked one nurse there was no response. Called the F&B Section, and they say to call the nursing station. Tells the nursing station once more. The Banana comes after nearly 1.5 hours. Sadly everyone scolds the waiters though it is not their fault.

The final nail in the coffin was that the accounts department told me to come to the first floor to settle the bill. But did not have the foresight to tell me that I need to take a different lift. As the usual lift takes you to a car park. You are left scratching your head wondering where to go.

Once everything is done and finalized. The patient left the hospital only at 10 p.m

4.5 hours after the discharge.

No one really wants to be stuck in a hospital for 4.5 hours. 

It seems that no hospital is looking at this from a client experience point of view. I have heard similar complaints from patients across most private hospitals in Sri Lanka.

The biggest problem is the lack of communication and the passing down of information.

No one bothers to keep the patient appraised of the situation. So they are in their room, wondering what is happening. Anxiety levels rising as each moment passes.

If you look at it, all that is required is a simple step to make the discharge process less frustrating.

Having a Guest Relations Officer (GRO) take over the patient from the moment of discharge. Keeping the patient informed and making sure she/he is cared for. Along with an accounts department that would bring the bill to the client's room along with a wireless credit card machine.

But no one has thought of it.

Thereby ensuring most of their clients leave with negative memories of an unpleasant experience even though they are healed of life-threatening disease.