Patient Experience as a Priority and Not Just a Patient Portal

With the rise of technological developments, the patient experience has transformed. Now, it is possible to pay medical bills online and receive medical updates and appointment confirmations via email and text among other features. All in all, this indicates that patient engagement with their doctors and treatment processes in general are at an all-time high. As a result, there are some organizations that are prioritizing the patient experience in their treatment plans and are focusing on how patients’ behavioral responses can aid in their treatment.

Patient-Provider Interaction

Many medical enterprises are now encouraging and even insisting upon a healthy relationship between doctor and patient. Research has shown that patients trust their providers and want to have a relationship with them as it offers them a personalized experience, which is suspected to aid in the treatment process. Various social groups were surveyed, and the results indicate that of all the age groups, the older ones are most likely to want a relationship with their providers. Thanks to new research coming from this arena, most healthcare organizations are working on revamping their styles of administering treatment. This means thinking about the patient as more than the disease and making sure there is a proper channel of communication between the two, increasing their role in the process.

Role of Health Organizations

Many medical enterprises are now working on developing centers and allocating resources to deal with the patient experience. For example, there is the chief patient experience officer who reports directly to the CEO of the company in many organizations, including Texas Health Resources (THR) in Dallas-Fort Worth. Curating a satisfying experience for the patient is subject to reward as part of the Medicare Access and CHIP Reauthorization Act (MACRA). Although some part of measuring this depends on the efforts of the patient to be involved through self-management and providing coaching for patients, most of it is executed through surveys on service. However, these measurement techniques are not necessarily capturing what patients value most from these exchanges. This process of getting meaningful information regarding the patient experience is what now differentiates medical health organizations. This practice will and has attracted more customers because they feel that their opinion and engagement now play a vital role in their treatment. Organizations are now in the process of acquiring pertinent data about their patients to improve their experience, such as their cultural affiliations, the demographic they belong to, and norms and values at home and at the workplace. Moreover, research is being conducted to ask patients directly what features they prefer most while getting treated. A survey conducted by PwC shows their preferences such as online services, caregiver tools and support and interactive sessions. Technology is also making a difference in improving patient experience not just inside the hospital but also at home even after the treatment has ended. An example is that of Humana’s analytics, which alerts relevant authorities whenever a patient falls, removing fear and paranoia from the patient to a large degree, thereby improving the quality of their lives. It is important to note that patients are readily participating in improving their experiences by filling out surveys, recording data using apps and using wearables. Their engagement is how most of the data is being compiled. However, there is not enough accurate representation for concrete changes to be made. There is still a need for various demographics to participate in these activities for holistic measures and practices to be institutionalized.