Healthcare management may have some new insights into what
consumers want out of their healthcare. In a survey completed by the Advisory
Board group they what consumers prioritize in their search for healthcare.
Here are some of the survey’s findings:
When asked to rank ‘Access and Convince’, ‘Provider Continuity’
and ‘Provider Credentials’ those surveyed ranked Access and Convince as most important.
This finding corresponded with 56% of consumers being willing
to use retail clinics and 42% willing to try email visits.
---
The next portion of the survey healthcare management should
be mindful of pertained to primary care physician (PCP) loyalty.
When those surveyed were given scenarios on what would cause
them to switch PCP it was not competition but instead missteps from their
current primary care physician. So the takeaway was to not worry about the
competition but your own PCP competency.
The other scenario that caused people to switch PCP was if
their annual costs increased by more than $250, this rise was more likely to
cause a switch then medical missteps.
And one of the most important takeaways for healthcare management
was that manners matter in a PCP. Patients were more likely to switch if they
were met by rude staff than different staff. So note to healthcare management;
make sure your staff are friendly and courteous, it may just keep your patients
coming through the doors.
Share your Thoughts:
Do you agree with these findings? Do you think healthcare management
should take these finding into consideration? What do you feel is important when
needing to see a physician or continuing to see a primary care physician?
Thank you to Baylor University MBA in Healthcare for taking
a comprehensive approach to educating future healthcare management.
Sources:
