Health Care in the USA… Then• There would always be sickness and disease and calamity.• And the sick and injured would always need hospitals and doctors and nurses.• And they would always be good little patients and do exactly as they are told.
Now …• Hospitals and clinics and • Holding people-skill doctors are relearning training programs on the• Hospital Administrators: personnel front Three Piece suit, talk • Finding ways to serve bottom line and return on patients and make more investment. To stay money alongwith. ahead of the competition• Hospital Administrators talk about marketing strategy and segmentation
Patients as Customers• The difference between quality of care and quality of caring they receive• Consumers are willing to pay more for better service• “Being treated as an individual” is expected more of than “getting better” (Foot Hills Hospital, Calgary)• “Patients want to be more actively involved in the decision- making process concerning their care and treatment” (Accepted as a growth trend)
What do Patients Judge?• “Patients have no way to judge on the technical or care-oriented aspects of healthcare but they base their decisions on things they do feel qualified to judge” Eg: The room, the food, the admission process, the answers they get to their questions, parking space availability – everything!
Questions ?• What’s new and What’s next? “Achievement of service quality standards”• What is the new health care consumer looking for? “Patients have opinions about the care they expect to achieve but not to play doctor or second guess medical practises”
Why Change is Difficult?• Too many hospitals and Insurance Plans are competing for too few patients.• USA spends 11% of their GNP on health care (The largest in the world) but the cost of medical services has escalated 7 times faster in the last 5 years.• The consumer is disappointed in the return on his/her health care dollar.• Internal problems are rising among the health care providers• John Naisbitt: 2000 hospitals will have either closed their doors or absorbed into other hospital systems
Responding to the NewConsumer• “Hospitals as Hotels”• Amenities provided howsoever do not decide the fate of the hospital’s success.• Bottom Line: “The way the patient is treated as a person”• “Guest Relations” Training: Improving Customer Service• Patients are to be treated as people and not as a case files and symptoms Eg: The Hemorrhoid in 407• Customer Satisfaction + Customer Complaint Issue = Customer Retention
Dramatic changes underway inthe way medical services arepaid for in the USA 1983: Diagnostic HMO’s: CateringHospitals setting Related to 25 Milliontheir own price. Grouping Americans
• Operates as a sort of Health Care buying club and out-patient clinic run as for-profit business.• The employees save 30 – 40 % on Health Care benefits.• They : Take 2nd opinion on surgical procedures Limit hospital stays Prenegotiate the fees of the Doctors and hospitals they send toThey basically look after the cost side of healthcare
Gold in the litter? Riverside Methodist Hospital Focus on Care and Caring, both the dollars and the “sense” of modern medicine Beth Israel Hospital
The American HealthCare System Shouldn’t Be Made Sick WhileThey’re Trying To Get Well Indeed.