Do you have the desire and dedication needed to enhance your patients’ experience?
According to a PricewaterhouseCoopers Health Institute survey, there are five things patients value most. Do you want to improve your patients’ experience and increase their loyalty?
Try the following five things:
- Convenience – In this fast-paced and mobile society, time is undoubtedly one of our most valuable commodities. Patients do not want to wait weeks, or sometimes even months, to be seen by a doctor. Furthermore, they do not want to wait more than 10 minutes past their scheduled appointment time to be seen. How do you overcome that challenge? Offer patients same day, or next day, office visits with minimal or no wait time.
- Quality – Time is the essence of quality with most things in life. It rings especially true when it comes to patient care. We’ve all seen the studies which indicate the more time you spend with a patient, the better the outcomes. Spending only 10 – 15 minutes with a patient does not provide you with sufficient time to be proactive with your care. However, spending 30 minutes with a patient, or longer when medically necessary, does provide you and the patient with sufficient time.
Also, the quality of a patient’s experience weighs heavily in their health care decision-making. As a matter of fact, a patient’s personal experience has twice the impact, that price has, when selecting or keeping a doctor. To ensure you and your staff are providing an exceptional patient experience to every patient, on every encounter, make quality customer service second nature.
- Support – Our health care system has evolved in to a complex and confusing maze. On top of that, staff and physicians at most traditional medical practices are overwhelmed with myriad responsibilities. As a result, patient communication and support have suffered which leaves patients feeling alone and frustrated. Here’s where enhancing the patient experience will also pay dividends. Think of the positive experiences you’ve had with restaurants, hotels, retailers, auto dealerships or other service providers and; work with your staff to incorporate best practices and elevate patient communication and support.
- Personalization – Let’s face it, every patient is different. When considering these differences, the first things that may come to mind are gender, age, stature, personality and health. Did their individual wants and needs also come mind? Just as you do not want to provide “reactive care” to your patients, they don’t want that either. Instead, they want you to understand their wants and needs as well as their health history, conditions and risk factors. They also want you to invest time with them, to get to know them and to provide proactive care with personalized prevention, wellness and treatment plans.
- Communication – If time is the essence of quality, communication is the foundation for establishing and maintaining lasting relationships. Unfortunately, patients feel as if their doctors don’t listen to them nor take the time to properly discuss findings, recommendations and treatment plans. Evidence supports that claim as studies show the typical doctor will interrupt a patient in less than 20 seconds. Additionally, patients complain that doctors and their staff either don’t return their calls, or call them with test results or consultant findings, in a timely manner. Even though you and your staff may be overwhelmed with your daily responsibilities, you can overcome this. Communicate with every patient as you would with your dearest loved one.
Now you know the five things patients value most that won’t cost you a penny to provide. Coincidently, these five are hallmarks of a successful concierge medicine program.
About Paragon Private Health
Paragon Private Health (Paragon) creates, implements and manages best-in-class customized concierge medicine programs for private practice. Paragon has successfully helped many solo and group physicians with implementing concierge medicine programs, even those who had ruled it out in the past. Paragon helps physicians who want to completely transition their practice to a concierge model with full conversions, as well as partial hybrid program for physicians who want to include concierge medicine as an optional offering.