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

Video Transcription

Video Summary

In this video transcript, the speaker discusses the importance of understanding and managing patient expectations in healthcare. They define expectations as the anticipation or belief about what will be encountered and achieved in a consultation or in the healthcare system. Patient satisfaction is primarily determined by the difference between what is expected and what is received. Meeting or exceeding patient expectations can lead to higher satisfaction, compliance with medical regimens, loyalty to the practice, positive online reviews, and revenue growth. On the other hand, failing to meet expectations can result in dissatisfaction, non-compliance, patient loss, litigation, and negative online ratings. The speaker emphasizes the need for good communication, trust, transparency, good listening skills, and access to care to meet patient expectations. They also discuss the impact of the COVID-19 pandemic on patient expectations, healthcare delivery, and the use of telehealth. The transcript also touches on strategies such as using satisfaction surveys, service recovery, and leveraging technology to enhance patient experience.

Asset Subtitle

Richard M. Roman, MD, MBA

Keywords

patient expectations

healthcare

patient satisfaction

communication

trust

COVID-19 pandemic