The future of healthcare is shifting towards consumerism, with patients expecting convenience and personalized experiences. McKinsey reports that today, 71% of consumers expect personalized interactions when it comes to managing their health.1 For healthcare providers, prioritizing consumer-centric patient access has also become essential to attracting and retaining patients.
On May 16, 2024, Relatient hosted an insightful webinar on Becker's Healthcare Review, where LaDonna Collinsworth, Director of Shared Services for The Villages Health (TVH) and Jackie Bull, Director of Operations TSAOG San Antonio Orthopedic & Spine Treatment Center (TSAOG) shared how Relatient’s intelligent scheduling solution helped them boost patient access, improve patient satisfaction, and optimize operational efficiency.2,3
Explore how adopting a consumer-centric approach to patient access can also transform your healthcare organization and truly connect with your patients.
Why Consumer-Centric Patient Access Matters
Consumer-centric patient access prioritizes patient needs and preferences, providing convenient, timely, and personalized care. This approach addresses familiar challenges like finding the right provider, long wait times, and limited after-hours scheduling, which can often lead to patient frustration and dissatisfaction.
“You can't have a good patient experience without having patient access,” shared LaDonna Collinsworth, “You have to make sure you're providing good access to your patients when and where they need it based on the environment.”
Prioritizing patient access and satisfaction will eventually help you meet evolving patient expectations, maintain a competitive edge, and foster a more efficient and happier environment.
Best Practices in Consumer-Centric Patient Access
To truly excel in consumer-centric patient access, adopting best practices like streamlined scheduling solutions, integrated patient communications, and digital intake processes is essential. Surprisingly, integrating these elements enhances patient satisfaction and boosts operational efficiency, creating a win-win situation for all.
Simplified Patient Scheduling
Streamlined scheduling solutions, such as 24/7 scheduling and self-scheduling options, offer significant benefits focused on your patients’ needs. Allowing patients to schedule appointments at anytime from anywhere empowers them to take control of their healthcare journey, reducing wait times and improving access to care. For instance, improving these patient-centric solutions can lead to an increase in schedule utilization, enhancing overall efficiency and patient satisfaction.
Jackie Bull noted, “Online scheduling has been a driving factor for us because there are times where we cannot get a patient in at their desired time and cancellations come up. They can automatically be scheduled if they are on that waitlist.”
Integrated Patient Communications
Integrated patient communications are essential for keeping your patients informed and engaged throughout their healthcare journey. Appointment-related messaging, that leverages omni-channel communications, sent to specific groups of patients, can provide timely reminders and real-time updates, significantly reducing no-shows and enhancing patient satisfaction. For example, targeted reminders for upcoming appointments or health screenings can help ensure patients follow through with their care.
By adopting these consumer-centric communication strategies, you are enhancing the patient's experience, leading to more connected and effective care delivery.
Digital Intake Processes
The digital intake process revolutionizes patient check-ins by reducing paperwork and speeding up what is normally a manual and lengthy process. Digital forms and mobile registration allow your patients to complete documentation at home, saving time and minimizing waiting room delays. This approach reduces errors from manual data entry and ensures that patient information is current and accessible.
The trend toward digital transformation in healthcare is growing. By implementing digital intake processes, you can meet patient expectations, reduce administrative burdens, and deliver a more efficient, consumer-centric patient experience.
Elevating Your Patient Access Strategy
Consumer-centric patient access is no longer just a trend, but a fundamental shift in modern healthcare. Prioritizing streamlined scheduling, integrated patient communications, and digital intake processes not only enhances patient satisfaction but also boosts operational efficiency. By adopting these best practices, you can create a more seamless and engaging patient experience, just like the providers at The Villages Health and TSAOG San Antonio Orthopedic & Spine Treatment Center.
Embracing these strategies goes beyond immediate benefits. It aligns with the broader goals of healthcare reform, aiming to make healthcare more accessible and patient centered.
1 https://www.mckinsey.com/featured-insights/mckinsey-explainers/what-is-personalization
2 https://share.hsforms.com/1c7AnprgtRkqT3LOwIMTH9Q1mmla
3 https://www.relatient.com/solutions/dash-schedule/