What You Ought to Know:
– In accordance to a new report from Accenture, 2 out of 3 sufferers are possible to change to a brand new healthcare supplier if their expectations for managing COVID-19 will not be met, together with sanitary and security protocols, entry to up-to-date info, and the availability of digital care choices.
– Accenture recognized 4 methods to enhance the affected person expertise, and due to this fact your path to restoration, throughout, and after the pandemic.
The COVID-19 pandemic compelled hospitals, suppliers, and payer networks to drastically overhaul and restructure their methods to accommodate digital care fashions. Consequently, well being methods’ income and affected person quantity plummeted, made worse by the trade’s slow-to-adopt digital care practices that deprioritized the significance of affected person experiences.
Elevating the Patient Experience to Gas Growth
In accordance to a new report from Accenture, 2 out of 3 sufferers are possible to change to a brand new healthcare supplier if their expectations for managing COVID-19 will not be met, together with sanitary and security protocols, entry to up-to-date info, and the availability of digital care choices. Based mostly on a survey of greater than 4,600 U.S. respondents, the report, “(*4*),” notes that sufferers are on the lookout for a safer, safer, and handy healthcare expertise — together with strict sanitary and security protocols in addition to digital care choices. As well as, those that consider their healthcare suppliers dealt with COVID-19 poorly have been 3 times extra possible than glad sufferers to say they’ll both delay looking for companies for no less than a 12 months or by no means return to that healthcare supplier.
By prioritizing shopper expertise and delivering new
digital expectations, suppliers can keep their affected person base and
develop market share by capturing switchers prepared to go away opponents –
probably rising their revenues by 5% to 10% pre-COVID ranges inside
12 months. For a $5 billion well being system, this might be between $250
million and $500 million in further annual revenues.
“Our analysis clearly exhibits that the affected person expertise issues now greater than ever,” mentioned Jean-Pierre Stephan, managing director, Accenture Well being. “This ought to be interpreted as optimistic information as a result of it means the future is in the fingers of healthcare suppliers to embrace change and present higher healthcare experiences. We’re advising suppliers take this chance to provide a holistic, digital method that facilities on the affected person’s entry to high quality care and post-care companies; this can higher place healthcare suppliers for long-term progress.”
In flip, Accenture recommends 4 actions that healthcare suppliers can
take to enhance the affected person expertise.
1. Deal with affected person issues in a personalised method
Talk particular actions taken to defend sufferers —
similar to providing separate entrances, permitting contactless cost and on-line
paperwork, and even describing the superior degree of protecting gear utilized by
workers. When doable, physicians ought to ship the message instantly.
2. Meet individuals at the entrance door
Deal with distinctive affected person wants and ease COVID-19 issues earlier than
a affected person steps foot into the workplace or enters a digital ready room. Embed
new security and wellness protocols and practices all through each interplay,
from discovering a health care provider to scheduling an appointment or finishing registration
prematurely of a go to. In actual fact, the survey discovered that 74% of sufferers are actually
possible to use on-line chat or texting to present check-in info earlier than
their appointment if such a service is accessible.
3. Improve digital care capabilities
Develop new fashions that use extra digital care, from bookings
to conferences, in order that those that stay cautious of in-person care have extra choices.
Sufferers have indicated a powerful want for this to occur. In a survey of 2,700 patients that Accenture performed
in Might, 60% mentioned that based mostly on their expertise utilizing digital care and
gadgets throughout the pandemic, they need to use know-how extra for speaking
with healthcare suppliers and managing their situations in the
4. Hear by means of social channels
Actively monitor native and nationwide social channels to
collect real-time perception into affected person perceptions and neighborhood sentiment. This
allows fast operational pivots to deal with shopper wants and measure progress
alongside the method.
“Whereas many well being methods have improved security protocols in gentle of COVID-19, they need to additionally make the affected person expertise a high precedence, not simply to persuade individuals to return, but in addition to lead the method in re-imagining the way forward for healthcare,” Stephan mentioned. “On this new way forward for care, well being methods want to present efficient, trusted, dependable care—each in particular person and nearly—whereas instilling confidence and demonstrating security and respect. In any other case, sufferers are possible to change to different suppliers who’re reinventing how healthcare companies are delivered.”