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

Video Transcription

Video Summary

The video discusses the importance of understanding and managing patient expectations in healthcare. Patient expectations are defined as the anticipation or belief about what is being encountered and achieved in a consultation or in the healthcare system. Meeting or exceeding patient expectations can lead to higher patient satisfaction, increased compliance to medical treatments, loyalty to the practice, and positive online reviews. On the other hand, failing to meet expectations can result in patient dissatisfaction, non-compliance with medical regimens, negative online ratings, and potential litigation. The ongoing pandemic has further altered patient expectations, causing increased stress, higher expectations of physicians, and a shift towards more digital communication. Strategies to manage patient expectations include effective communication, active listening, educating patients about treatment plans, and providing a patient-centered approach. The video also mentions the use of satisfaction surveys, service recovery techniques, and the integration of technology such as telehealth and texting platforms to meet evolving patient expectations. Overall, understanding and managing patient expectations can improve patient satisfaction, healthcare outcomes, and support the success of a medical practice.

Asset Subtitle

Richard M. Roman, MD, MBA

Keywords

patient expectations

healthcare

patient satisfaction

communication

digital communication

treatment plans