In a previous post entitled “Is Leakage a Dirty Word?,” we introduced the concept of shifting away from using negative terminology such as leakage when referring to patients who may be seeking care from an out-of-network physician to a more positive consumer-centric mindset.
This transition in healthcare can best be described as a shift from “we know we are the best so patients should come to us” to “our patients are our customers, we want to provide them with a stellar experience so they will think of us first.”
Customer loyalty is defined as a customer continuing to believe that your organization’s product/service offer is their best option. It best fulfills their value proposition whatever that may be. They take that offer whenever faced with that purchasing decision.
In reality, healthcare is not thought of as a true customer-focused service. Patients just accept the way they are treated whether it’s good or bad and then may or may not go back for future care needs.
How do we change the tone of the conversation? Can we stop talking about keeping a patient in- or out-of-network and switch the conversation to referring your patient to a trustworthy physician that you know will give the best care possible? If you are truly interested in changing the tone, here are three important considerations for effective physician management: More