As deductibles and co-pays continue to rise, patients are looking for quality healthcare at the most affordable price and care that is convenient. In the past, questions like, “How much will this procedure cost?” rarely were asked. These questions now lead the conversation.
As with most products, consumers are willing to pay more for what they perceive as good value. Is your office providing the best value for your patients?
Just as great service is expected at a restaurant, patients also expect great service at their medical appointments. Service includes; short wait times, friendly front staff, and easy accessibility to the information consumers need most. They’re also looking for ways to make their day-to-day life easier, and may choose clinics that have digital systems in place. Apps and online payment portals help patients keep up with their healthcare at their convenience.
The Age of Information at Your Fingertips is Here
Digital solutions are becoming a significant part of how patients are finding and sticking with a provider. A 2018 McKinsey survey found 70% of consumers prefer digital healthcare solutions. They want to shop for healthcare prices, find a doctor, check up on healthcare information, pay bills, and order prescriptions all from the convenience of their phone.
Personalization in an Online World
Part of great customer service is excellent communications. On average, a patient spends just 17 minutes with their doctor per visit. While this is probably a great model for profitability, it’s likely not serving the needs of every patient with every visit. One way to better accommodate questions from patients is by offering online resources. Some great examples include; question and answer articles on your website, chat resources on a website or app, or a monthly newsletter filled with wellness information.
Getting Feedback
Do you know how happy your patients are with your services? Surveys are an excellent way to the “take the temperature” of your clients. There are online tools to help build simple surveys quickly, so patients can fill it out from their phones. These same resources will help you collect data and tabulate the responses so you can make the necessary changes in customer care and show your patients that you care about their feedback and improving your office.
By understanding the needs of your patients, a medical office will be better prepared for the evolution of healthcare services and how to provide the best care and value for patients.
One dynamic tool to help modernize your medical office is CareCloud’s Breeze. Learn more about Breeze in our blog.