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The patient experience of the future

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Not surprisingly, primary care patients want to be seen and treated as human beings rather than just another patient with a medical record number. They desire a relationship with the physician and consistent treatment, whether being seen in person or communicating with the practice before and after the visit. The “patient experience of the future” should revolve around the primary care physician truly getting to know the patient and to provide resources to make healthcare more convenient for that patient according to a recent survey conducted by West’s Engagement Center Solutions.

The survey found that patients’ top priorities and physicians’ priorities do not always align. Although providers indicate they are working on many aspects of the healthcare experience that are important for patient satisfaction, patients place higher priority on certain areas. For example, 49% of the patients responding to the survey indicated that efforts to communicate out-of-pocket costs for services were “essential to improving patient satisfaction.” Providers ranked this topic almost last in their priority list.

The patient experience of the future should also include convenience for the patient, in scheduling appointments and in communicating with primary care physicians. 41% of the patients responding to the survey indicated that making it easy to schedule appointments would improve their satisfaction with their healthcare provider. Appointment reminders sent out via a patient portal can also help encourage patients to keep their appointments.

As to the visit experience, 50% of patients participating in the survey said that shorter wait times in the physician’s office would improve satisfaction. The patient experience of the future might include electronic notifications when the provider is running behind or when the patient might experience a long wait time.

During the visit, the patient experience of the future should include adequate time for the patient to ask questions and clarify diagnoses and care instructions. Currently, according to the survey results, “One quarter (27%) of patients do not have a strong sense that their providers care about them as individuals, and nearly one in five patients (19%) are not positive that their providers are focused on improving their health.”