The world of healthcare is changing in big ways. Consumers are now stepping up and taking charge of their health journeys.
This change is happening now for important reasons. The U.S. health and wellness market is huge, projected to be over $6 trillion in 2025. This growth is fueled by rising out-of-pocket costs and more spending on wellness and preventive care.
Yet, patient satisfaction often remains low. For example, 44% of people research providers and costs before even booking an appointment. This shows that patients are more informed and expect better service.
It’s clear: focusing on what consumers need and want is important if you want to grow.
In this article for Healthcare Business Club, we’ll share a few ways healthcare providers can put the patient at the center and drive growth.
#1 Design Experiences That Put the Patient First
Many people can recall frustrating healthcare moments. Long wait times are a common complaint. Scheduling appointments can feel unnecessarily complicated. Such experiences can lead them to seek care elsewhere.
Embracing empathy and clear communication can change the game. A 2023 survey reveals that 64% of U.S. adults want providers to spend more time understanding them. Nearly half of those surveyed reported feeling unheard.
This indicates that the soft skills of empathy and communication are just as important as clinical expertise for an organization’s success.
Offering a Unique Value for Each of Your Patients
Personalized care is equally important. You must create wellness plans tailored specifically for each individual. These plans should consider personal values and cultural backgrounds.
Streamlined processes contribute greatly to a better experience. Minimize paperwork. If documents have been uploaded online, patients should only need to confirm the information. Providing regular updates if appointments are delayed also helps manage patient expectations.
Research shows that hospitals with excellent patient experience ratings often achieve significantly higher profitability. For example, hospitals with ‘excellent’ ratings had a net margin of 4.7 percent, compared to just 1.8 percent for those with ‘low’ ratings.
#2 Highlight Insurance Integration to Reduce Patient Stress
Healthcare costs are a major source of worry for patients. About 4 in 10 consumers have switched providers because of a negative financial experience. This costs hospitals around $100 million each year.
One powerful way to ease this stress is by highlighting insurance integration on your website. That helps patients understand which insurance you accept, what’s covered, what’s not, and what they will owe before services are delivered.
A Real World Example from the Southwestern US
Suppose you run an addiction treatment center in Arizona (AZ), where opioid overdose rates continue to climb, especially due to synthetic opioids like fentanyl.
Now, in the Grand Canyon state, AZ Complete Health insurance offers coverage for both inpatient and outpatient programs for substance use treatment. If you offer medical detox that accepts AZ Complete insurance, let people know.
Besides AZ Complete insurance, many accept Ambetter Health insurance. According to Purpose Healing Center, Ambetter works with the Arizona Health Care Cost Containment System (AHCCCS) in AZ, covering addiction treatment in the network at no cost.
Some members pay a 0-20% copay once they have reached their deductible for the year. Others may pay monthly premiums without having to pay out-of-pocket costs at the time of treatment.
Highlight if your organization accepts Ambetter and most AHCCCS plans for addiction treatment. Prominently sharing this information not only reassures patients, but also helps them make informed decisions faster.
#3 Build Trust Through Transparency
Transparency in healthcare means openly sharing clear, accurate, and comparable information about services. This includes costs, the quality of care, available treatment options, medical outcomes, and patient experiences, so patients can make informed decisions about their health.
Studies show that 60% of patients want more information when deciding where to get care. When they have access to clearer pricing and reported outcomes, they can better weigh their options.
Avoid complex jargon and medical codes in billing statements. Use clear, plain language and visual aids so that patients can easily understand their bills. Offer various payment methods, including flexible payment plans, to reduce financial stress for patients.
The Importance of User Experience In-Office and Online
The front desk and billing staff are often the first point of contact for financial questions. Train them in clear, compassionate communication to build patient confidence and minimize misunderstandings.
Patient portals and cost estimator tools allow patients to check billing information and financial responsibilities anytime. This real-time, ongoing access supports continuous transparency beyond just a single visit.
Transparency also means you adhere to new rules like the No Surprises Act that protects patients from unexpected bills.
A Customer Centric Approach Paves the Way for Ongoing Success
When you get these elements right, growth follows naturally.
You (and your healthcare business and brand) will build stronger reputations within communities that matter, attract a larger base of loyal patients, and ultimately realize better financial outcomes. You also generate more referrals through positive word-of-mouth.
In short, prioritizing the patient is not just good medical practice but a smart business decision that ensures long-term success.
Did you find this helpful? Check out our other helpful articles on our website.
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