Being Patient Centric

Consider the following consumer preferences/characteristics in relation to how your practice functions. What opportunities does this suggest for your organization? Where is change the most important to you?

Importance for Consumer:
1st – 4th Access & Convenience
5th Provider Continuity

56% Consumers consider use of retail clinics; their reasons for using:
64% More convenient hours
62% Convenient locations
53% No appointment needed
48% Lower cost
34% Have no usual source for care

How much easier can it get:  mind you manners and just don’t mess-up → is that all it takes to keep a patient? Patients are more influenced by their primary care provider’s:
Manners than by their credentials.
Missteps than by the attributes of a new primary care provider.

Important for consumers:
On-line Ratings (i.e. Healthgrades, CMS).
Ability to shop for care, selecting what matches their preferences (needs, interests) when possible.

Patient satisfaction survey results are a key component of numerous third-party reimbursement programs. Wait times are such a problem for patients that it has become a standard indicator of patient service.

Consumer Expectations of Healthcare Providers:
Personalization, including bridging health and wellness.
Convenience → completely redefined to include both access of care and protection of data in office, retail and tele-health settings.
Quality, Best in Class → demonstrated use of evidence-based guidelines when available.
Transparency → price, experience, quality outcomes, real-time waiting times; social and community sharing; on-line community becoming more influential than peers, employers, insurers, providers.
Active Engagement & Partnered Health → coaching; follow-up calls at home; engaged providers who give guidance.