Imagine a healthcare system where providers and patients take an active role in the overall patient healthcare experience. An environment where the clinical and financial components of care meld together creating one perfectly formed patient healthcare journey from beginning to end. It is this amalgamated view of the patient experience that will enhance not only patient satisfaction but will cultivate the provider bottom line.
In today’s healthcare, providers invest heavily in a subset of the patient experience, which they often define as clinical care, communication with providers, facility cleanliness and other care-related attributes. While these are of utmost importance, a new, broader definition of patient experience has emerged. According to the Beryl Institute, a nonprofit organization that helps providers improve patient experience, a more relevant definition is, “the sum of all interactions shaped by an organization’s culture that influences patient perceptions across the continuum of care.” As rising deductibles and co-pays turn patients into payers, financial interactions must be part of the patient experience equation. The financial aspect of care should not be put aside as it is an essential component of a positive patient experience. [Read more…]