Resources from today's episode

Patient No Longer: Why Healthcare Must Deliver the Care Experience That Consumers Want and Expect (Ache Management)

Through the Patient’s Eyes: Understanding and Promoting Patient-Centered Care

Chilling trend: A longer, deadlier pandemic

Takeaways

Delivering the care patients expect

• “Through the Patient’s Eyes,”  set the stage for a new, patient-centric paradigm in healthcare in 1993, and now “Patient No Longer” takes it a step further, challenging the healthcare world to look at patients as consumers.
• COVID-19 accelerated digital adoption and virtual care, expediting the consumerization of healthcare. 
• The following language shifts can influence how we perceive and deliver patient care.  They encourage us to increase outreach before, during, and after care.
  • Positioning → Brand
  • Patient Experience → Consumer Experience

Where digital efforts should fit in

• Leaning into increased demand for virtual care allows health systems to create a positive first impression and creating more business down the line if more acute conditions arise. 
• Health systems should weave digital efforts into the whole care experience rather than specific isolated moments. 

A different perspective on vaccine sentiments 

• Many surveys report a high percentage of respondents who oppose COVID-19 vaccination. NRC Health found in their recent study more optimistic findings — only 14% of respondents saying they will not get the vaccine. 
• Why the results are different: NRC Health offered a middle ground, “I’m going to wait and see,” which captured 25% of respondents. 
• It's important to design survey questions for neutrality and factor in the way people think, act, and feel.