The healthcare industry is disrupting, and many organizations are struggling to keep up with the times. Often times, business model transformation feels harder than it has to be. Business model innovation isn’t about practices, it’s about next practices. Here are 10 small next practices to help you start:
Patients and families must have easy access to unlimited and trusted information and must know that the most convenient care is also the most personal care. Even with telemedicine, it is much more valuable to the patient or family member knowing that the patient has a relationship with the doctor.
2) Meaningful return beyond clinical assessment
Care can’t just have tangible returns like shots and prescriptions anymore. Because so many families have to take time out of work and find transportation to the doctor’s office, there must also be meaningful, tangible and relevant returns on health and wellness and in order to make the benefits outweigh the costs.
3) Motivation to engage in self-wellness
Patients and families must be encouraged to continue their journey outside the doctor’s office by providing both information and motivation to be independent agents of their own health. Patients will become better agents of their own health if they are encouraged to learn from all experiences, including mistakes and failures. Wellness should be led by the patient, in partnership with the knowledge and resources of the doctor.
4) Patient/Doctor relationships must exist outside of the paradigm of care
The patient-doctor relationship is framed by visits to the doctor’s office; the doctor usually only sees the patient when they are sick. In order to break down this silo, it is important to see patients as people with hopes and dreams, thus building rapport, trust, and engagement.
5) Bridge the gap between physical wellness and the development of personal goals
Current doctor-patient interactions are framed by the scope of preventative care. These interactions have the potential to unlock further value if the discussions centered around both their physical and personal development.
6) Patients need actionable goals
In order to provide actionable goals, it is crucial that physicians focus on healthy habits of the entire family, not just the single patient. These actionable goals must address both existing conditions as well as elements of wellness. Furthermore, it is evident that there may be more pressing matters than simply educating patients and families on wellness such as socioeconomic or social determinants to health.
7) Overall positive customer experience and perspective on clinical visits
A positive patient experience is one in which the end user trusts that the information and service received has their best interest at heart. Additionally, patients and families must have an experience that leaves them feeling comfortable, engaged and validated through meaningful connections, cultural competencies, and a family-centered environment.
8) Patient/family centered interactions and environment
It is crucial for medical centers to recognize that the patient exists in a family. In order to value the patient as a member of a family, the physical space and staff interactions must be designed around the fact that the family is the unit.
9) The clinic must reflect and understand the cultural values of the community
It is necessary for a practice to understand the cultural values of the community. These values need to be reflected in both the facility and in interactions between patients, families, and staff to make patients and families feel comfortable and welcome.
10) Ease of navigating the clinic – language/ welcoming environment
It is evident that families want to be able to navigate the healthcare system in the language that they are comfortable with. In order to accomplish this, patients and families must receive medical services in their own language and have assistance in following medical resources so that they have the proper knowledge to make informed decisions about payment options, medical treatment, and wellness plans. This should be reflected in a welcoming environment.
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