The world of healthcare is undergoing a major shift, and it’s all thanks to patients who are starting to think and act more like consumers.
Gone are the days when patients accepted whatever financial arrangements their healthcare providers put in front of them. Today’s healthcare consumers are savvy and empowered. They want to know what they’re paying for and get the most for their money. And they’re not afraid to take their business elsewhere if they’re not happy with how they’re treated.
This shift has put the spotlight on the patient experience, and healthcare providers need to pay attention if they want to keep up.
What Is Consumerism in Healthcare?
Simply put, consumerism in healthcare is the idea that patients are now approaching their healthcare decisions the same way they would any other major purchase. They’re doing their homework, comparing prices, reading reviews, and expecting a certain level of customer service and convenience.
This shift has been driven by a few key reasons. First, more people are on high-deductible health plans. When you’re shelling out a big chunk of change before your insurance even kicks in, you’ll be a lot more mindful about how you spend your dollars.
Second, thanks to the internet, patients have access to way more information about their health and their options than ever before. They can research their symptoms, read up on different treatments, and even shop for the best prices on procedures and medications.
And third, the overall consumer landscape has changed. Thanks to major tech companies, we’ve all gotten used to a world of instant gratification, personalized recommendations, and 24/7 customer service. And now, patients are starting to expect that same level of service from their healthcare providers.
Why Should Healthcare Providers Pay Attention to Consumerism?
So, we know that consumerism is changing the game in healthcare. But why should providers care?
For starters, focusing on the overall patient experience is just the right thing to do. Healthcare is deeply personal, and patients deserve to feel respected, informed, and empowered throughout their journey.
But there’s also a strong business case for putting patients first. When patients have a positive experience with a healthcare provider, they’re more likely to come back for future care, recommend that provider to friends and family, and even leave positive reviews online. All of that can lead to more patients, more revenue, and a healthier bottom line.
On the flip side, if patients have a negative experience — whether it’s related to their care, their billing, or just the overall customer service — they’re a lot more likely to take their business elsewhere. And in today’s competitive landscape, that’s a risk providers can’t afford to take.
5 Strategies for Improving the Patient Experience
While there are a lot of things you can do to improve your patient experience, here are a few key ways:
1. Understand What the Patient Truly Needs
The fundamental way to help your patients get better care starts with really understanding what they are going through. Ask questions like: What are their biggest pain points? What are they worried about? What do they value most in their healthcare? And what do they dread the most?
Walk through the path of your patients and think about how you can improve every point of contact.
You can also gather feedback directly from your patients through surveys, focus groups, or even just casual conversations. The more you can learn about your patients’ needs and preferences, the better equipped you’ll be to meet them.
2. Streamline the Scheduling and Check-In Process
For a lot of patients, the most stressful part of the healthcare experience starts before they even see a doctor. Scheduling an appointment, filling out paperwork, and waiting around in a crowded lobby can be a real pain.
To make things easier for your patients, look for ways to streamline the scheduling and check-in process. That might mean offering online scheduling, allowing patients to fill out forms electronically, or even using text messages to update patients about wait times.
The goal is to make the whole process seamless and stress-free. The less time patients have to spend jumping through hoops, the more time they can focus on their health.
3. Be Upfront About the Costs
Patients should know what they will have to pay before they ever walk into a doctor’s office or hospital. This could mean giving cost estimates for common procedures or having online tools that let patients compare prices.
By giving patients access to this information upfront, healthcare providers can help relieve the stress and anxiety that often comes with unexpected medical bills. Patients who know what to expect financially are more likely to feel in control of their healthcare decisions and more satisfied with their overall experience.
4. Offer Different Flexible Payment Options
Let’s face it: not everyone has the means to pay their entire medical bill upfront, and that’s perfectly understandable. By providing a range of payment options, healthcare providers can make their services more accessible for a lot more patients.
Here are a few payment solutions you can offer:
- Payment Plans: Offering a payment plan that allows the patient to spread out the cost of care over time, making it more manageable.
- Prompt Payment Discounts: Offer discounts when patients pay their bills promptly.
- Financing Options: Offering options like medical credit cards or loans for patients to explore and get financial assistance if needed.
This way, healthcare providers can show how committed they are to helping patients with flexible payment ways that match each patient’s financial situation. This can go a long way in building trust and loyalty, as patients feel valued and supported by their healthcare team.
5. Make It Easy for Patients to Handle Payments Online
Today’s patients want to manage their healthcare the same way they manage everything else — on their phones and computers. Offer online bill pay, appointment scheduling, and other digital tools to make healthcare more convenient.
Consumerism Leads the Way to a Superior Patient Experience
The rise of consumerism in healthcare is here to stay. Patients expect more from their healthcare providers, and those who don’t step up risk getting left behind. By putting the patient’s financial experience at the top of the priority list, healthcare providers can build stronger relationships with their patients.
But more than that, when healthcare providers put their patients first, listen to their needs, and look for ways to make the experience more convenient, transparent, and compassionate, they attract more patients and referrals. And that’s a win for everyone involved.
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