Once consolidation is done, and the world of mega systems has arrived, winners and losers will be determined by their ability to deliver a positive, holistic consumer experience. Waiting to fix this will put systems behind in the race for building strong brands, delivering on their missions and achieving financial stability.
The priorities of health system leadership and their patients are not in conflict, in fact they are well aligned. For both parties, wait time is wasted time. Investing in an improved patient experience drives growth and reduces costs.
Patients, health systems and physicians value many of the same things.
To spend more time with doctors and nurses who show they understand patient needs
To deploy scarce clinician capacity in a way that drives patient outcomes
To practice their craft and deliver care to patients
To easily schedule appointments and get in-and-out quickly
To serve as many patients as efficiently as possible
To maximize time with patients and minimize their frustrations
To receive simple bills that do not require follow-ups
To reduce the costs associated with customer service and resolving issues
To keep a patient's out-of-pocket costs in mind when developing a treatment plan
Providers have the breadth and depth of relationships to deliver this holistic experience.
Strength of Relationships
Depth of trust with consumers
Ability to get different organizations in the HC system working together
Resource availability and operational agility
Drive increased capacity and access for consumers
Drive down operating costs and improve bottom line
Improve employee satisfaction and retention
Build the brand and reputation to encourage consumers to consolidate care and increase leverage with payers
Help systems to deliver on the organizational mission to keep people and communities healthy