Looking at GI Practice Management Differently: Fortify the Business of Healthcare in the GI Practice (On-Demand) | 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 highlights the fact that patient expectations may differ from how the healthcare team defines care. Meeting or exceeding patient expectations leads to higher satisfaction, compliance, loyalty, and a positive reputation. On the other hand, failing to meet expectations can result in dissatisfaction, non-compliance, negative reviews, and compromised revenue.<br /><br />Dr. Roman outlines core patient expectations, which include being listened to, receiving clear explanations and instructions, being treated with compassion and respect, and having trust in the care team. He emphasizes the importance of both the objective and technical dimension of medical care and treatment, as well as the subjective and qualitative dimensions of the patient experience, such as emotional connection, communication, and convenience.<br /><br />The pandemic has caused a shift in patient expectations, with consumers believing that their healthcare experience has fundamentally changed. Concerns and complaints include inadequate communication, safety risks, shifting opinions of healthcare providers, and a desire for more convenience. Patients now have higher expectations regarding safety measures and communication.<br /><br />Dr. Roman suggests that healthcare practices should adapt to these changing expectations by implementing more frequent and modern communication methods, such as texting and telehealth visits. He acknowledges that not all patients may prefer telehealth and highlights the need to optimize technology and consider individual patient needs.<br /><br />To manage expectations effectively, Dr. Roman advises healthcare providers to assess patient expectations, communicate in a way patients can understand, actively listen, check patient understanding, and ensure accessible information. He encourages a patient-centered approach that prioritizes respect, coordination and integration of care, information and education, and consideration of cost.<br /><br />Managing patient expectations is crucial for improving patient satisfaction, healthcare outcomes, and the bottom line. Dr. Roman emphasizes the need to adapt and harness technology to meet evolving patient desires and make patient experience improvement a priority.

Keywords

patient expectations

healthcare

managing expectations

patient satisfaction

healthcare team

communication

trust in care team

patient-centered approach

telehealth

technology in healthcare