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Patient Growth Driven by the Clinic Experience

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Practice Growth & The In-Clinic Experience 

The patient experience represents a critical  component of your ability to attract and retain  patients. When patients form positive relationships  and begin to trust you as their provider, they  become more engaged in their own care, and  develop a stronger sense of loyalty to your  organization. This would seem obvious, however we  often underestimate the importance of a number  of both physical and psychological elements in our  clinics that may not seem all that important to us  however they are critically important to the mindset  of your patients and when valued and improved,  can have significant positive impact on your  patient’s outcomes and your growth & success.

What is The In-Clinic Experience 

Of those who actually make it to a hearing care  practice, many still walk out without obtaining  a solution. When you are committed to finding  innovative ways to work with your patients - to  educate, engage and inform them which drives  better treatment adherence, ultimately your  patient will have much better outcomes and your  practice will experience greater success. There  are substantial growth opportunities for health  care providers by focusing on the human side  of the equation and Trust plays a major role in  this. Building trust with your patients requires  patient-centered care. Providing solutions that  meet the patient where they are. In some cases,  that means referring them for an implantable  solution. The in-clinic experience encompasses  all of the interactions, touch-points, esthetics,  information, processes and of course- the care  provided. Its everything from the scheduling  of the appointment, to the time in the waiting  room, interactions with staff, the documentation  & testing process, engagement with the provider,  checking out after an appointment, scheduling  future appointments and follow up. It is the beef &  potatoes of what you do.  

Why is it so important 

Enhancing patients’ health care experiences means  more than just providing top-notch clinical care.  It requires care that addresses every aspect of the  patients’ encounters at the clinic – their physical  comfort, their understanding of what’s happening  and their emotional needs. Every step in their  journey has impact on their mindset, perceptions  and emotions which effect the actions they take  and the outcomes of care. The moment they step through the door, impressions are being made, perceptions are being created and you are  either developing a long-term (hopefully lifetime)  relationship with your patient…or you’re not. 

Honestly, there is no real competition comparing  self-serve option with the care you provide. The  expansion of the self-serve options (aka OTC)  is creating perceived competition. And that’s  not a bad thing. This presents the opportunity  to welcome people struggling with their OTC  devices and demonstrate the benefits of YOUR  in-clinic experience and patient-centered care.  Also , by embracing options that you can offer in  your clinic and welcoming patients that choose  an OTC product but are really struggling with  it, demonstrates your commitment to care and  provides a great source of potential lifetime patients  & possible CI candidates

patient-centered value-based care = differentiation and growth

What’s the difference between patient-centered  care and the patient experience or in-clinic  experience? The in-clinic patient experience is a  component of patient-centered care. 

Patient-centered care can be defined as “providing  care that is respectful of and responsive to  individual patient preferences, needs, and values  and ensuring that patient values guide all clinical  decisions” Knowing your patients and creating  an in-clinic environment that supports a patient centered approach is how you differentiate from  other clinics, increase patient satisfaction which  increases referrals - a major factor in growth. There  are seven dimensions of patient-centered care. 

The seven dimensions of “patient-centered Care” as  defined by the picker institute: 

1. Respect for patients’ values, preferences and  expressed needs 

2. Coordination and integration of care 

3. Information, communication & education 4. Physical comfort 

5. Emotional support and alleviation of fear and  anxiety 

6. Involvement of family & friends 

7. Transition & continuity