Providers are increasingly aware of the need to boost patient satisfaction in their facilities, according to an American College of Healthcare Executives report. A 2016 Media HealthLeaders Intelligence Report found, however, that most organizations view shifting organizational culture as a huge barrier to improving patient experience.
In a patient-centric industry, individuals are shaping the business of healthcare. Consumers are starting to shop for care, utilizing social media and online platforms for information about physicians and facilities. With high-deductible health plans, patients are starting to leverage their consumer abilities and compare prices.
Ultimately, the industry must transform itself to resemble a value-based service. A historically slow-changing industry, providers have a lot to juggle heading into this wave of transformation. Healthcare leaders must adopt a mindset of innovation and evolutionary thinking, imagining new business models and a workplace for creativity.
Patient bills are also creating confusion, as the jargon is intended for payers, not patients. By simply rephrasing the information, the industry will boost communication between providers and patients.
Coordination will also prove vital in the new age of healthcare. Instead of delivering care as an individualized component, providers will have to start communicating with each other to offer patients the best experience and enhance outcomes.
Facilities must fully understand the populations they are caring for, and tailor their experiences to fit their patients’ needs. For example, this may be as specific as improving the hospital food to feature better flavors.
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