In the past, improving patient experience was not a big concern for health systems but now providers have more incentives to focus on it. Not only the revenue makes a difference. Patients engagement results in better outcomes and forces providers to consider patient experience as an important factor of the treatment.
Improving Patient Experience
Now Medicare reimbursement requires providers to comply with a certain level of patient satisfaction assessed by scores that the patient gives to the medical provider. Satisfied patients show higher engagement in their therapy, they ask questions, they are better educated about their conditions; they tend to follow their physician’s advice and their prescription with more attention.
The growing competition among medical providers also promotes a bigger focus on patient experience. According to recent research, almost 70% of consumers take their business t elsewhere because of the bad experience they had with a particular provider. Because of bad experiences, people tend to change their physicians more often than the airlines they use.
The importance of patient satisfaction is obvious, but how to improve patient experience? To cut it short, it can be improved by changing attitudes toward treatment and medical services by implementing outcome based care delivery and practice.
Outcome Based Care Delivery
According to the study conducted by Accenture in 2019, almost 70% of patients would choose a provider who offers online scheduling. Around 50% of patients would change the physician for another one offering them digital capabilities such as appointment scheduling online. 70% of patients surveyed would choose a provider offering online communication and reminders for follow-up care. More than 50% would choose the provider who offers remote or telemonitoring devices to monitor and record their health indicators.
This new way of focusing on outcomes requires a patient-centric and proactive attitude, constantly reaching a better quality of the care delivered. Treatment is not limited to the period a patient visits his physician, it starts before the appointment is even made and continues when the patient leaves.
Keeping patient data in electronic form, coordinating this data among engaged professionals, offering patients an opportunity to fill information online, and monitor and record their health indicators lead to a more precise diagnosis, early detection of complications, tailored treatment, and cost reduction. Patients are more motivated to abide by the therapy prescribed and follow the doctor’s advice; they feel more engaged, and it results in greater outcomes.
Outcome Based Practice In Care
Positive patient experience leads to stronger relationships with healthcare providers which results in numerous benefits and significant improvement of overall health. However, the new system requires new solutions and advanced technologies to make change possible. Providers are weary of high implementation costs, heavier workloads, and complicated administration. However, there are already several solutions on how to adopt an outcome-based practice in a convenient and beneficial way. The most promising solution on the market now is the Solve.Care platform, as evidenced by the fact that a leading Accountable Care Organization, Arizona Care Network (ACN), adopted the Solve.Care app named Care.Wallet.
“The relationship with Solve.Care completely aligns with ACN’s Quadruple Aim to improve the health of our population, reduce the cost of care, improve the patient experience and drive provider satisfaction,” said Dr. David Hanekom, President of North America region and Chief Medical Officer in Solve.Care. “The Care.Wallet brings focus to our most important care metrics and gives our providers a solution that is easier and better than the outdated and expensive legacy technologies used in their practices. It removes their pain points and lets them get back to doing more of what they are trained to do – deliver great healthcare.”
Care.Wallet allows providers to see the patients who have not had an annual check-up and reach out to them with regard to scheduling an appointment, not to mention an online scheduling option, coordination of payments, and digital currency. The app allows providers to credit their performance toward the Rewards Program. The patient-facing app allows users to synchronize benefits information, co-insurance, and other expenses.
Better patient experience cannot be adopted overnight and challenges along the way are inevitable. But with the right leadership and drive, it is achievable for any medical provider. Realizing its importance and long-term benefits will help organizations to keep up with the times.
