Looking at GI Practice Management Differently: Fortify the Business of Healthcare in the GI Practice | November 2021-11 - Art of Managing Patient Perspectives

11 - Art of Managing Patient Perspectives_Roman

Pdf Summary

In this document, Dr. Rick Roman discusses the importance of managing patient expectations in healthcare. He emphasizes that patients' expectations may not always align with how the healthcare team defines care, and failing to meet these expectations can lead to patient dissatisfaction, non-compliance, and negative reviews. On the other hand, meeting or exceeding expectations can result in patient satisfaction, loyalty, and positive reviews.<br /><br />Dr. Roman identifies the core expectations that patients have, including being listened to, receiving clear explanations and instructions about their conditions, being treated with concern and respect, and having trust in the care team. He also mentions that perceived quality in healthcare encompasses both the objective and technical aspects of medical care and treatment, as well as the subjective and qualitative dimensions of the patient experience.<br /><br />The COVID-19 pandemic has influenced the expectations patients have in their healthcare. Patients now have higher expectations for communication, safety measures, convenience, and the use of technology. There is an increasing preference for digital communication, including telehealth visits, and practices should consider harnessing these opportunities to improve patient outcomes and be competitive.<br /><br />However, it is important to note that not all patient expectations can be met, and managing unrealistic expectations is crucial. Dr. Roman suggests engaging patients, conducting satisfaction surveys, and practicing active and motivational listening techniques to understand and address patient needs. He also emphasizes the importance of creating a patient-centered culture, being transparent about the cost of care, and investing in service and service recovery.<br /><br />Overall, Dr. Roman encourages healthcare practices to navigate the healthcare system through patients' eyes, adapt to the evolving expectations prompted by the pandemic, and view it as an opportunity for improvement. By managing patient expectations effectively, practices can enhance patient satisfaction, healthcare outcomes, and their own success.

Keywords

managing patient expectations

healthcare

patient dissatisfaction

patient satisfaction

perceived quality in healthcare

COVID-19 pandemic

digital communication

telehealth visits

unrealistic expectations

patient-centered culture