This document discusses patient loyalty in healthcare. It notes that today's patients are savvy consumers who expect a high quality experience from their healthcare providers similar to other industries. The document summarizes research finding that patient experience is a key driver of loyalty, and that poor experience can cause patients to switch providers. It also discusses factors that are important to patients like convenience, responsiveness, understanding costs, and highlights opportunities for healthcare providers to improve loyalty through enhancing the patient experience.
Prophet worked extensively with the marketing and executive leadership teams at IU Health to develop and implement a new, system-wide brand and customer experience strategy to help achieve this vision. Leveraging extensive qualitative and quantitative research across different stakeholders as the foundation, we developed a comprehensive brand strategy for the health system that involved: A new positioning that highlighted the breadth and depth of the entire system, changing the name from Clarian to Indiana University Health, developing a compelling and consistently deliverable patient experience across the system, and developing the key elements that would bring the new brand to life and deliver the desired patient experience.
How do we see the healthcare's digital future and its impact on our lives?Jane Vita
"Healthcare is undergoing major changes spurred on by, but not limited to, technology.
Digitalisation is changing the way we think about health, what taking care of it really entails, our personal role in healthcare systems and the way we interact with technology in the context of health.
In many ways, we are entering a post-institutional age of increased personal responsibility, which presents healthcare service providers and other players in the field with major opportunities and great risks. Technology has the potential to empower people and help them become more active in the management of their and their families’ health. This will change the relationship of the patient and the caregiver in profound ways." Mirkka Länsisalo
A co-creation with Mirkka Läansisalo and Sala Heinänen, at Futurice.
Still struggling to find the monetary value of a strong patient communications program? This white paper maps the advantages and provides evidence about the ROI of using sustained electronic communications to improve patient satisfaction and outcomes.
SERVICES MARKETING BEHAVIOURAL CONSEQUENCES AND PATIENTS’ SATISFACTION TOWARD...IAEME Publication
Relationship marketing is an old idea but a new focus now at the forefront of services marketing practice and academic research. The impetus of its development has come from the maturing of services marketing, with the emphasis on quality, increased recognition of potential benefits for the firm, the customer, and technological advances. Relationship marketing works to attract maintain and enhance client/customer relationship in healthcare provider. Despite the widespread concern in health care literature with patients’ satisfaction there has been neither explicit definition of that concept nor systematic consideration of its determinants and consequences. Patients are becoming increasingly involved in making health care choices as their burden of health costs continue to escalate.
Patient Resource: Medicare Observation Versus Admit DaysTerri Embry RN BS
This resource provides information a patient, their advocate or a health care professional can use to learn about this topic. Hyperlinks are embedded to allow for self guided research and is encouraged.
Prophet worked extensively with the marketing and executive leadership teams at IU Health to develop and implement a new, system-wide brand and customer experience strategy to help achieve this vision. Leveraging extensive qualitative and quantitative research across different stakeholders as the foundation, we developed a comprehensive brand strategy for the health system that involved: A new positioning that highlighted the breadth and depth of the entire system, changing the name from Clarian to Indiana University Health, developing a compelling and consistently deliverable patient experience across the system, and developing the key elements that would bring the new brand to life and deliver the desired patient experience.
How do we see the healthcare's digital future and its impact on our lives?Jane Vita
"Healthcare is undergoing major changes spurred on by, but not limited to, technology.
Digitalisation is changing the way we think about health, what taking care of it really entails, our personal role in healthcare systems and the way we interact with technology in the context of health.
In many ways, we are entering a post-institutional age of increased personal responsibility, which presents healthcare service providers and other players in the field with major opportunities and great risks. Technology has the potential to empower people and help them become more active in the management of their and their families’ health. This will change the relationship of the patient and the caregiver in profound ways." Mirkka Länsisalo
A co-creation with Mirkka Läansisalo and Sala Heinänen, at Futurice.
Still struggling to find the monetary value of a strong patient communications program? This white paper maps the advantages and provides evidence about the ROI of using sustained electronic communications to improve patient satisfaction and outcomes.
SERVICES MARKETING BEHAVIOURAL CONSEQUENCES AND PATIENTS’ SATISFACTION TOWARD...IAEME Publication
Relationship marketing is an old idea but a new focus now at the forefront of services marketing practice and academic research. The impetus of its development has come from the maturing of services marketing, with the emphasis on quality, increased recognition of potential benefits for the firm, the customer, and technological advances. Relationship marketing works to attract maintain and enhance client/customer relationship in healthcare provider. Despite the widespread concern in health care literature with patients’ satisfaction there has been neither explicit definition of that concept nor systematic consideration of its determinants and consequences. Patients are becoming increasingly involved in making health care choices as their burden of health costs continue to escalate.
Patient Resource: Medicare Observation Versus Admit DaysTerri Embry RN BS
This resource provides information a patient, their advocate or a health care professional can use to learn about this topic. Hyperlinks are embedded to allow for self guided research and is encouraged.
Think Your Patients Are Loyal? Think Again. It Takes Work!Renown Health
Accenture provides latest insights on patient loyalty. Suzanne Hendery from Baystate Health shares successful best practices on consistently engaging seniors and women to drive loyalty.
The Strategy of Identifying Solid Investment Opportunities in HealthcareTamas Ban, PhD, MBA
Consumerism in the healthcare industry is an inescapable growing trend. Patients are increasingly taking an active role in their care experience and are ever more empowered to choose their own care alternatives.
The key to driving a more consumer-based healthcare experience is to devise a cost-effective method to capture and analyze such information.
Healthcare is transforming into value-based healthcare, requiring investors to adjust their investment risk measures.
At the crossroads of healthcare and innovation lies service platform technologies. Hardware and service technologies will finally meet in 2016 to enable patient-centered healthcare services.
New key performance indicators (KPls) are necessary to measure patient outcomes, and new service platform technologies will use these new KPls.
Successful investments in healthcare ventures must show a positive impact on healthcare. The impact can be measured by cost, outcome, and alignment of incentives across payers, providers, and patients.
The 100-year-old methods used to measure the effects of medicine do not allow for personalization. Service platforms will bridge this gap.
Continuity of care relies on increasing the number of touch points, which service platform technologies will expand. They will also lead to connecting patients, providers, and payers to increase efficiency of patient care.
This paper will highlight a Quick Healthcare Value Assessment Tool for the investor.
Business model approaches to survive and thrive ncpdp - finalGeorge Van Antwerp
My presentation for an NCPDP educational event on 11/2/10 regarding the future of pharmacy. I focus on how technology is creating challenges and opportunities for the pharmacy business model.
Digital technology advancements like Internet of Things (IoT)
* Wearable technologies
* Blockchain
* Robotics
* Big data
*Advanced analytics are changing consumer perceptions
What is patient engagement? How do we create it? This talk proposes that focusing on human qualities and applying user experience design processes can help health information technology professionals with this key goal.
Using Technology to Aid in Patient Financial Decision Making, While Supportin...PointClear Solutions
Consumers are being crushed by skyrocketing healthcare costs, and they’re looking to providers and technology for help.
PointClear Solutions’ Vice President of Solutions Management Tommy White offers insights into ways mobile- and web-based applications can help providers help patients make better decisions – via educational content, cost information, payment processing, and even financing. Such applications not only support patient satisfaction, but can also help providers:
• Reduce bad debt
• Improve cash flow
• Increase operational efficiency
Although highly arguable, and patients being central to healthcare systems, patient engagement is one the most underutilized aspect of the healthcare industry. Patient engagement is a promise of better health outcomes as well as the increasing knowledge and skill of people to manage their and their family members’ health.
The Future of Personalizing Care Management & the Patient ExperienceRaphael Louis Vitón
Actionable segmentation model findings - by Raphael Louis Vitón & Dream team of industry experts, physicians and leaders from Blue Cross, GEHealthCare, RingLeaderVentures, Maddock Douglas, Dr.Daniel Friedland, etc working on improving health outcomes by Personalizing the Care Management business model for Better Outcomes & Better Economics (through patient empowerment)
Patient relationship management on the cloudComidor
Healthcare organizations have realized that having long-term relationships with their customers can help improve their satisfaction and general health. As a result they want to build strong relationships with their patients.The best way to achieve that is the use of Patient Relationship Management (PRM).
How Providers Can Reshape their Operations to Master Value-Based ReimbursementsCognizant
Healthcare providers must make sweeping system, process and operational changes to thrive under the inevitable move to value-based payments. Here are our recommendations on how to get started.
Pharmacy Benefits Price and Contracting TransparencyTim Thomas
Tim Thomas with Crystal Clear Rx discusses managing Rx benefits, the importance of patient engagement, how we can mitigate Speciality Rx costs and why monitoring PBM performance is vital to achieving maximum savings.
Think Your Patients Are Loyal? Think Again. It Takes Work!Renown Health
Accenture provides latest insights on patient loyalty. Suzanne Hendery from Baystate Health shares successful best practices on consistently engaging seniors and women to drive loyalty.
The Strategy of Identifying Solid Investment Opportunities in HealthcareTamas Ban, PhD, MBA
Consumerism in the healthcare industry is an inescapable growing trend. Patients are increasingly taking an active role in their care experience and are ever more empowered to choose their own care alternatives.
The key to driving a more consumer-based healthcare experience is to devise a cost-effective method to capture and analyze such information.
Healthcare is transforming into value-based healthcare, requiring investors to adjust their investment risk measures.
At the crossroads of healthcare and innovation lies service platform technologies. Hardware and service technologies will finally meet in 2016 to enable patient-centered healthcare services.
New key performance indicators (KPls) are necessary to measure patient outcomes, and new service platform technologies will use these new KPls.
Successful investments in healthcare ventures must show a positive impact on healthcare. The impact can be measured by cost, outcome, and alignment of incentives across payers, providers, and patients.
The 100-year-old methods used to measure the effects of medicine do not allow for personalization. Service platforms will bridge this gap.
Continuity of care relies on increasing the number of touch points, which service platform technologies will expand. They will also lead to connecting patients, providers, and payers to increase efficiency of patient care.
This paper will highlight a Quick Healthcare Value Assessment Tool for the investor.
Business model approaches to survive and thrive ncpdp - finalGeorge Van Antwerp
My presentation for an NCPDP educational event on 11/2/10 regarding the future of pharmacy. I focus on how technology is creating challenges and opportunities for the pharmacy business model.
Digital technology advancements like Internet of Things (IoT)
* Wearable technologies
* Blockchain
* Robotics
* Big data
*Advanced analytics are changing consumer perceptions
What is patient engagement? How do we create it? This talk proposes that focusing on human qualities and applying user experience design processes can help health information technology professionals with this key goal.
Using Technology to Aid in Patient Financial Decision Making, While Supportin...PointClear Solutions
Consumers are being crushed by skyrocketing healthcare costs, and they’re looking to providers and technology for help.
PointClear Solutions’ Vice President of Solutions Management Tommy White offers insights into ways mobile- and web-based applications can help providers help patients make better decisions – via educational content, cost information, payment processing, and even financing. Such applications not only support patient satisfaction, but can also help providers:
• Reduce bad debt
• Improve cash flow
• Increase operational efficiency
Although highly arguable, and patients being central to healthcare systems, patient engagement is one the most underutilized aspect of the healthcare industry. Patient engagement is a promise of better health outcomes as well as the increasing knowledge and skill of people to manage their and their family members’ health.
The Future of Personalizing Care Management & the Patient ExperienceRaphael Louis Vitón
Actionable segmentation model findings - by Raphael Louis Vitón & Dream team of industry experts, physicians and leaders from Blue Cross, GEHealthCare, RingLeaderVentures, Maddock Douglas, Dr.Daniel Friedland, etc working on improving health outcomes by Personalizing the Care Management business model for Better Outcomes & Better Economics (through patient empowerment)
Patient relationship management on the cloudComidor
Healthcare organizations have realized that having long-term relationships with their customers can help improve their satisfaction and general health. As a result they want to build strong relationships with their patients.The best way to achieve that is the use of Patient Relationship Management (PRM).
How Providers Can Reshape their Operations to Master Value-Based ReimbursementsCognizant
Healthcare providers must make sweeping system, process and operational changes to thrive under the inevitable move to value-based payments. Here are our recommendations on how to get started.
Pharmacy Benefits Price and Contracting TransparencyTim Thomas
Tim Thomas with Crystal Clear Rx discusses managing Rx benefits, the importance of patient engagement, how we can mitigate Speciality Rx costs and why monitoring PBM performance is vital to achieving maximum savings.
At Vital Signs Conference in Denmark Monty Metzger has been invited to hold a Keynote about the Future of Digital Health. The Keynote speech contains an overview of five MegaTrends in the Health & Medicine Industry: Ubiquitous Health-Tech, DataSexuals, Orchestrated Data, CrowdMarket and Empowered Patient.
Video of the Speech: http://youtu.be/wRdgNisYM9E
To support this future vision and illustrated the trends Monty has integrated best-in-class examples and international case studies from USA, Europa and Asia. We hope that this presentation can elevate your organization's point of view on the evolving healthcare landscape and inspire you to imagine a future focused on delivering superior care and patient experiences.
For Speaking requests please contact Monty Metzger at http://blog.monty.de/speaking
or contact me at monty (at) aheadoftime (dot) de
For customized Trend Reports, Corporate Workshops or international Trend Tour Requests please contact
www.aheadoftime.de
The Digital Health Technology Vision 2016 reveals five trends that prove winning in the digital age hinges on people. Keeping up with changing technology is vital, but it’s just as important to evolve the consumer experience, methods of care delivery and career development opportunities for the healthcare workforce.
Healthcare is undergoing major changes spurred on by, but not limited to, technology.
Digitalisation is changing the way we think about health, what taking care of it really entails, our personal role in healthcare systems and the way we interact with technology in the context of health.
In many ways, we are entering a post- institutional age of increased personal responsibility, which presents healthcare service providers and other players in the eld with major opportunities and great risks. Technology has the potential to empower people and help them become more active in the management of their and their families’ health. This will change the relationship of the patient and the caregiver in profound ways.
Placing Customer Centricity at the Heart of Healthcare1to1 Media
A look at how healthcare providers, pharmaceuticals, and health insurers are adapting to the changing customer landscape and evolving their patient experiences. www.1to1media.com
From Patients to ePatients Driving a new paradigm for online clinical collabo...ddbennett
CareTech eHealth Innovation Series
From Patients to ePatients Driving a new paradigm for online clinical collaboration and health management
David Bennett, SVP, Interactive Solutions
StayWell Custom Communications
Anthony Chipelo, Director, Portal Strategies
CareTech Solutions
The State of Consumer Healthcare: A Study of Patient ExperienceProphet
There is a vital change happening in healthcare: People are demanding to be treated as savvy consumers, who deserve choices, convenience and fair prices. The same revolution of consumerism that’s shaking up the way the world buys financial services, airline tickets and groceries is finally underway in healthcare. And as healthcare options multiply, this trend will only accelerate. Providers who are ready to respond by creating a strong patient experience are going to win, and those who aren’t will be left behind.
This presentation explains findings from the patient experience study which was conducted to understand the consumer healthcare experience by assessing the gap between patient and providers’ expectations and perceptions, and arm institutions with the ability to assess their own organization, define a successful strategy, and deliver on it.
View the webinar here: http://bit.ly/1RLgTFX
The Future of Healthcare in Consumerism WorldCitiusTech
The main aim of this document is to provide an overview of healthcare consumerism, its growth drivers and challenges / barriers providers and payers face while adopting it. The document provides insights on how providers and payers can tackle the rising wave of consumerism in healthcare industry. The document also provides some real-life examples on market trends which emphasize the need to brace consumerism in healthcare
In a health care system where consumers are empowered to actively choose among health plans, providers, and treatment options, delivering a satisfying customer experience is key to differentiation. The first step towards winning in a consumer-centric marketplace: understand how this new informed and engaged consumer views the health care system and how they define quality and value.
For more, check out the full report on the quest for value in health care: https://www.deloitte.com/view/en_US/us/Insights/centers/center-for-health-solutions/b57d260a4ac35410VgnVCM3000003456f70aRCRD.htm
Disaster Contact a disaster preparedness person at either a loca.docxlynettearnold46882
Disaster
Contact a disaster preparedness person at either a local hospital, or local city or county emergency services agency. NORTHEAST OHIO
1. Blackout 2003
2. Chardon Highschool shooting 2012
3. Great blizzard 1978
Interview your contact, asking the following questions:
1) "What do you consider to be the top three disasters for which you prepare?"
2) "What would you say are your top three lessons learned about managing a disaster?"
What Would the Best Future for Health Care Look Like?
Introduction
The one thing the debate over reforming health care taught us all is that there are as many opinions as there are interested groups, and all of them differ in meaningful ways. To look at the views on improving the systems of care delivery, it is important to note where they have points of agreement and where they differ. They are all driven by the values and principles of the constituencies and what they hope to achieve from changes in the delivery system. This module will explore points of agreement and differences between important groups that will influence the direction health care will go in the next decade.
Patients
It is an interesting point that all constituencies, in their public statements, emphasize that a strong health care system should focus on getting the best outcomes for patients. What would that be, from the perspective of patients? Typically, patients relate that they want top quality in their care and the latest technology, along with immediate and unrestricted access to care, at the lowest possible cost. This triad has become the stumbling block of change initiatives, since to date, no one has figured out how to deliver all three. However, when patients' views are explored and probed, some interesting facts emerge. When patients say they want top quality care, in general, they tend to define that as achieving a cure or return to health. They certainly do not want to leave the system feeling worse than when they came in. Patients have been heavily lobbied in the media by pharmaceutical and medical technology companies to convince them that the latest (and most expensive) technology will deliver the desired outcomes. However, very little real research on the true effectiveness of treatments and technology makes its way to most patients, and patients in general do not shop for their medical care as carefully as they would if they were purchasing new cars, for example. The language of research and medicine is difficult for patients to understand and is frequently not well-explained by providers.
So, the nuances of top quality care in terms of being able to deliver a cure or return to health are not well understood by the constituency with the most at risk. What patients do understand is whether they feel better or see improvement in their health and whether care was rendered without errors and in a compassionate way. The best health care system, from a patient's point of view, is one that can consistently deliver the good.
* 77% of patients are willing to use virtual care
* Only 19% have tried it
* Patients won’t use it if they don’t know it’s an option
* Educating clinicians and patients to use virtual care
What Causes Trust Issues for Patients in Healthcare – Practice BuildersPracticeBuilders2
Building and maintaining trust among patients in the medical field is a continuous process that calls for a variety of strategies. Healthcare providers may foster an atmosphere of trust, dependability, and compassion in 2024 and beyond by tackling the underlying reasons for trust difficulties and adopting a patient-centric style of care. https://www.practicebuilders.com/blog/healthcare-trust-issues-in-patients/
Understand what consumers value most when managing their health and how much additional responsibility they’re willing to take on to reduce the cost of their healthcare.
What Patients Really Expect from Medical Treatment: A Comprehensive Guidenowmedical ltd
As healthcare services become increasingly accessible, more and more people are expecting the best possible medical treatment. Patients want to be sure that they will receive the highest quality of care and that their expectations for their health will be met.
The dimensions of healthcare quality refer to various attributes or aspects that define the standard of healthcare services. These dimensions are used to evaluate, measure, and improve the quality of care provided to patients. A comprehensive understanding of these dimensions ensures that healthcare systems can address various aspects of patient care effectively and holistically. Dimensions of Healthcare Quality and Performance of care include the following; Appropriateness, Availability, Competence, Continuity, Effectiveness, Efficiency, Efficacy, Prevention, Respect and Care, Safety as well as Timeliness.
How many patients does case series should have In comparison to case reports.pdfpubrica101
Pubrica’s team of researchers and writers create scientific and medical research articles, which may be important resources for authors and practitioners. Pubrica medical writers assist you in creating and revising the introduction by alerting the reader to gaps in the chosen study subject. Our professionals understand the order in which the hypothesis topic is followed by the broad subject, the issue, and the backdrop.
https://pubrica.com/academy/case-study-or-series/how-many-patients-does-case-series-should-have-in-comparison-to-case-reports/
CHAPTER 1 SEMESTER V - ROLE OF PEADIATRIC NURSE.pdfSachin Sharma
Pediatric nurses play a vital role in the health and well-being of children. Their responsibilities are wide-ranging, and their objectives can be categorized into several key areas:
1. Direct Patient Care:
Objective: Provide comprehensive and compassionate care to infants, children, and adolescents in various healthcare settings (hospitals, clinics, etc.).
This includes tasks like:
Monitoring vital signs and physical condition.
Administering medications and treatments.
Performing procedures as directed by doctors.
Assisting with daily living activities (bathing, feeding).
Providing emotional support and pain management.
2. Health Promotion and Education:
Objective: Promote healthy behaviors and educate children, families, and communities about preventive healthcare.
This includes tasks like:
Administering vaccinations.
Providing education on nutrition, hygiene, and development.
Offering breastfeeding and childbirth support.
Counseling families on safety and injury prevention.
3. Collaboration and Advocacy:
Objective: Collaborate effectively with doctors, social workers, therapists, and other healthcare professionals to ensure coordinated care for children.
Objective: Advocate for the rights and best interests of their patients, especially when children cannot speak for themselves.
This includes tasks like:
Communicating effectively with healthcare teams.
Identifying and addressing potential risks to child welfare.
Educating families about their child's condition and treatment options.
4. Professional Development and Research:
Objective: Stay up-to-date on the latest advancements in pediatric healthcare through continuing education and research.
Objective: Contribute to improving the quality of care for children by participating in research initiatives.
This includes tasks like:
Attending workshops and conferences on pediatric nursing.
Participating in clinical trials related to child health.
Implementing evidence-based practices into their daily routines.
By fulfilling these objectives, pediatric nurses play a crucial role in ensuring the optimal health and well-being of children throughout all stages of their development.
R3 Stem Cells and Kidney Repair A New Horizon in Nephrology.pptxR3 Stem Cell
R3 Stem Cells and Kidney Repair: A New Horizon in Nephrology" explores groundbreaking advancements in the use of R3 stem cells for kidney disease treatment. This insightful piece delves into the potential of these cells to regenerate damaged kidney tissue, offering new hope for patients and reshaping the future of nephrology.
Struggling with intense fears that disrupt your life? At Renew Life Hypnosis, we offer specialized hypnosis to overcome fear. Phobias are exaggerated fears, often stemming from past traumas or learned behaviors. Hypnotherapy addresses these deep-seated fears by accessing the subconscious mind, helping you change your reactions to phobic triggers. Our expert therapists guide you into a state of deep relaxation, allowing you to transform your responses and reduce anxiety. Experience increased confidence and freedom from phobias with our personalized approach. Ready to live a fear-free life? Visit us at Renew Life Hypnosis..
Defecation
Normal defecation begins with movement in the left colon, moving stool toward the anus. When stool reaches the rectum, the distention causes relaxation of the internal sphincter and an awareness of the need to defecate. At the time of defecation, the external sphincter relaxes, and abdominal muscles contract, increasing intrarectal pressure and forcing the stool out
The Valsalva maneuver exerts pressure to expel faeces through a voluntary contraction of the abdominal muscles while maintaining forced expiration against a closed airway. Patients with cardiovascular disease, glaucoma, increased intracranial pressure, or a new surgical wound are at greater risk for cardiac dysrhythmias and elevated blood pressure with the Valsalva maneuver and need to avoid straining to pass the stool.
Normal defecation is painless, resulting in passage of soft, formed stool
CONSTIPATION
Constipation is a symptom, not a disease. Improper diet, reduced fluid intake, lack of exercise, and certain medications can cause constipation. For example, patients receiving opiates for pain after surgery often require a stool softener or laxative to prevent constipation. The signs of constipation include infrequent bowel movements (less than every 3 days), difficulty passing stools, excessive straining, inability to defecate at will, and hard feaces
IMPACTION
Fecal impaction results from unrelieved constipation. It is a collection of hardened feces wedged in the rectum that a person cannot expel. In cases of severe impaction the mass extends up into the sigmoid colon.
DIARRHEA
Diarrhea is an increase in the number of stools and the passage of liquid, unformed feces. It is associated with disorders affecting digestion, absorption, and secretion in the GI tract. Intestinal contents pass through the small and large intestine too quickly to allow for the usual absorption of fluid and nutrients. Irritation within the colon results in increased mucus secretion. As a result, feces become watery, and the patient is unable to control the urge to defecate. Normally an anal bag is safe and effective in long-term treatment of patients with fecal incontinence at home, in hospice, or in the hospital. Fecal incontinence is expensive and a potentially dangerous condition in terms of contamination and risk of skin ulceration
HEMORRHOIDS
Hemorrhoids are dilated, engorged veins in the lining of the rectum. They are either external or internal.
FLATULENCE
As gas accumulates in the lumen of the intestines, the bowel wall stretches and distends (flatulence). It is a common cause of abdominal fullness, pain, and cramping. Normally intestinal gas escapes through the mouth (belching) or the anus (passing of flatus)
FECAL INCONTINENCE
Fecal incontinence is the inability to control passage of feces and gas from the anus. Incontinence harms a patient’s body image
PREPARATION AND GIVING OF LAXATIVESACCORDING TO POTTER AND PERRY,
An enema is the instillation of a solution into the rectum and sig
1. Patient loyalty: It’s up for grabs
Today’s patients are retail-savvy consumers.
Do you know what it takes to win their loyalty?
By Matthew Collier and Leslie Meyer Basham
2. 2 | Patient loyalty: It’s up for grabs
Excellent experience has long been top-
of-mind for executives in consumer-driven
businesses like retail and banking, but it’s
been a much lower priority in healthcare;
perhaps not surprisingly. Patient care, after
all, is the healthcare sector’s core concern.
And many providers have assumed that as
long as they offer excellent quality of care,
patient loyalty will naturally follow.
In a digital and consumerist age, however, quality of experience increasingly
drives loyalty—for just about every type of consumer business. Accenture
research shows that today’s consumers have come to expect speed to access,
responsiveness and convenient interactions with all companies they do
business with—including their healthcare provider1
.
Just as in other industries, healthcare consumers will switch if they don’t
get the experience they want. Yet, as research also indicates, give them a
superior experience, and plenty would actually pay more for it1
.
Since experience excellence plainly helps create the repeat patient
“customers” that sustain profitable growth, healthcare providers urgently
need to catch up on the loyalty learning curve. Better yet, they need to get
ahead of it. First, though, they need to understand the nature and scale of
the consumer loyalty challenge.
3. 3 | Patient loyalty: It’s up for grabs
Loyalty is up for grabs
Service-driven switching rates in retail still dwarf
those in other industries, but the trend for healthcare
is already clear: consumer loyalty is up for grabs.
Indeed, consumers are as likely to switch doctors or hospitals as hotels if
they don’t get the service experience they want, and they are more likely
to dump a doctor than abandon an airline due to poor service2
(Figure 1).
Retailers 30%
11%
9%
9%
9%
7%
7%
7%
5%
4%
3%
3%
Cable/satellite television
service providers
Banks
Home telephone
service providers
Healthcare providers
Internet service providers
Hotels
Airlines
Utility companies
Others
Wireless/cell phone
companies
Life insurance providers
and property & casualty
Figure 1 | Health consumer loyalty is in jeopardy
Consumers are as likely to switch healthcare providers as hotels if
service is poor.
4. Consumer expectations are
high…as are the rewards for
meeting them
Additional research confirms the correlation between the customer service
experience and patient loyalty, and two findings in particular underscore it:
Consumers want responsiveness and convenience
Nearly two in three consumers would switch healthcare providers for the ability
to get an appointment quickly when they need it. More than half would also
switch for the ability to get an appointment at a convenient location. And
making it easy for consumers to schedule their preferred appointment—by
offering simple online scheduling, or personalized, virtual concierge programs,
for example—is just as important.
Healthcare providers have the opportunity to demonstrate their commitment to
enhancing responsiveness and convenience by being responsive to the financial
considerations that also loom large for consumers. Nearly half would switch to
receive a better understanding of how much their care will cost at the time of
their appointment, for instance, or to understand their bill more easily and pay
using their preferred method (Figure 2)3,4
. Since high-deductible health plans
mean that more consumers are paying out-of-pocket for their healthcare,
such considerations are becoming increasingly important.
4 | Patient loyalty: It’s up for grabs
Figure 2 | Consumers want responsiveness and convenience
Percent of consumers who indicated they would switch providers for…
Source: 2014 Consumer Health Study
61%the ability to get an
appointment quickly
when needed
52%the ability to get an
appointment at a
convenient location
51%great customer service
47%the ability to understand
cost upon scheduling and to
easily understand and pay a
bill using a preferred method
5. Consumers will pay more for the services they value
Even so, half of consumers say they would pay more for the experiences they
really value: weekend or after-hours appointments, for example, or to have
more personal time with their doctor or specialist. One in five would also pay
more if they could see a doctor virtually; and just as many say they would
pay more to be notified when it’s time for preventive or follow-up care
(Figure 3)5
.
5 | Patient loyalty: It’s up for grabs
Figure 3 | Consumers will pay more for the services they value
Consumers who indicated they would pay more for select services2
…
Source: 2014 Consumer Health Study
1 of 2 would pay more for weekend and/or after hour appointments
1 of 2 would pay more for more personal time with their doctor and/or specialist
1 of 5 would pay more for the ability to see a doctor virtually
1 of 5 would pay more for notifications when preventative or follow-up care is needed
6. 6 | Patient loyalty: It’s up for grabs
Put patients first
Use what you know about the patient to create experiences people appreciate.
Inspire your people
Empower your people to do great things.
Build trust and loyalty
Demonstrate that your first priority is your patient’s health and welfare.
Embed digital everywhere
Recognize that you must meet your patients wherever they are and
wherever they go.
Make it easy
Guide patients to the right doctors to get the care they need when and where
they need it, and help them understand how much care will cost in advance.
Continuously innovate
Recognize the future of healthcare extends beyond the four walls of a
traditional care setting.
Learning from the leaders
Healthcare providers could learn some valuable lessons about the relationship
between customer loyalty and financial outcomes from companies in other
industries.
Between 2010 and 2014, US companies that deliver a superior experience
(as defined by the Temkin Experience Ratings) outperformed the S&P 500 index
by a factor of nearly two6
. And additional research has confirmed a strong
correlation between superior patient experience and higher hospital margins7
.
Six key patient engagement best practices can improve patient loyalty.
7. Providing a better consumer experience
will not only help healthcare providers
win patient loyalty—it will also bring them
significant financial benefits. Those providers
that develop strategies, capabilities and
analytics that minimize barriers and enable
the key elements of a superior patient
experience—speed to access, convenience,
information transparency and personalized
service—will be best positioned to out-
perform their peers. They will also be able
to build lifelong relationships with their
patients, and ultimately, to overcome the
consumer loyalty challenge.
7 | Patient loyalty: It’s up for grabs