Putting patients in control of their own care has long been a theme of patient-centered care. However, a key element of this idea, which is sometimes overlooked, is convenience. In fact, many patients prioritize convenience over quality of care. Let’s explore some of the factors and services that matter to patients when they seek healthcare – and how your practice can pivot to align with patient expectations.
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After Hours Appointment Scheduling
Booking an appointment over the phone during typical practice hours can pose a challenge for patients who may be working or caring for others during these hours. Being able to book an appointment when it’s convenient for a patient is a winning strategy. Strive to provide online scheduling to allow patients to book their appointments when they have the time. Make a point to book follow-up appointments when the patient has finished their consultation rather than having them call up to book subsequent visits.
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Hybrid Visit Options
Demand for telehealth consultations increased dramatically at the beginning of the COVID-19 pandemic. Although there’s been a shift back to in-person visits, many patients still prefer the option to connect with their healthcare provider virtually, especially when it is a routine or follow-up appointment. Telehealth visits also appeal to those with inflexible working hours, who live rurally, or who have mobility or transport challenges. Providing the option for patients to connect via telehealth increases the likelihood that they’ll stay on top of their treatment regimen and that they’ll feel good about doing so.
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Ease of Access
Convenient access to care is a major driver in the growth of retail clinics. In four out of five cases, patients travel no farther than 20 miles to get to their provider, showing the importance of establishing clinics in areas that directly serve a local population. Patients are more willing to commute to see a specialist, however, general practitioners and dentists must ensure they are located close to their target community, trust, and complimentary services. Can you bring a pharmacy onsite, or do you want to have a pharmacy in the building lobby?
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Payment Transparency
Payments for healthcare remain a core source of friction for patients. More than 40% of patients express significant exasperation in trying to resolve billing errors, with many spending hours attempting to do so. Additionally, lack of transparency around pricing and around the time frames in which bills will arrive reduce trust in the system. Explaining pricing and providing a central portal for receiving and paying bills can help reduce friction and improve convenience around this key pain point. A lot of patients would appreciate actually speaking with office personnel instead of robots or having to deal with questions through a portal.
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End-to-End, Not Episodic, Care
Patients who feel that their providers understand their healthcare history are more likely to be satisfied than those who are treated on an appointment basis. Strong documentation and notes can help patients feel heard and understood and avoid the need to repeat information or double up on calls or visits. Carefully designed workflows can also prevent patients from waiting around upon arrival or during their appointment.
Find a Convenient Space to Practice with GZ
If your patients have convenience on their minds, talk to the medical experts at Gittleson Zuppas Medical Realty. We can help you find a conveniently located space within the ideal target area for your patients and ensure that it delivers everything you need to meet your patient’s needs. Get in touch with our team today!