Patient-Centered Healthcare: Time for a New Operating Model
It’s no secret that the Patient-Centered is one of the most important facilities for the medical and scientific community (HCLS). From the pharmaceutical industry to emergency facilities, organizations and companies are wondering how to prioritize patient outcomes and meet customer expectations for the quality of care in their procedures.
But it is not enough just to click on the word “patient care” in your organization. You follow the concept by putting the patient between your job and your decision.
Here’s the problem: The HCLS space has not yet seen the type of business in practice that is very patient because there isn’t a single “North Star” in the industry who understands that. HCLS members who want to take the lead in this business transformation should follow the example of other companies and adopt a change mindset: Centricity Consumer wants to organize their type of work and then use it with the end-user.
Support customer orientation
Let’s get ready and ask, what does it mean to have spiritual patience? If you look for the presence of pioneer manufacturers with customers across the industry, you will see changes like the service for external competition or product development, or forced service. Success arises when a company learns to offer experiences or content in a personalized and integrative design that adapts to the interests of the customer.
Discover the world of software. Some technology companies used to make products for engineers only; end-users did not test their products. Companies using the system have an engineer in mind: sometimes they work, but often not for the end-user.
If over the years users can download the following mobile application when the application they are using does not meet their needs, the end-user has a voice in product development and priorities. Increasingly, developers are creating applications that reflect users’ interests using the principles of human design. It focuses on the new decision-maker whose needs have driven product development: the end-user.
Rich example in business and consumers. Consider Amazon’s vision of “the world’s most focused customer service company,” or Zappos’ incredible commitment to customer service – we’re talking about ten hours of makeshift flowers from call center agents to customers. . Zocdoc has already addressed customers in the healthcare sector, as well as a proven business plan that enables patients to make appointments themselves.
New sponsor in town
Like it or not, this shift is between doctors and health professionals. Increasingly, government standards, new technologies, and unprecedented opportunities for patients are changing. But which organization will HCLS be the company’s North Star? How can they be as patient and patient as a company like Zappos or Amazon? It depends on the essentials – changes will come in the form of new tasks.
The products (care, medication, insurance) and HCLS have not changed; instead, this change is taking place in patient expectations for the quality of care and experience. One study found that 97 percent of patients felt that having access to their health data beyond providers was important to their health experience, and other studies found that 61 percent of patients would switch providers to access it.
Think of this change in the context of the OARPI model, which defines other factors such as owner, sponsor, analyst, follower, and acquaintance for each business process. Change of customer means that these things have changed or even changed jobs.
First, the patients were told: They were being cared for by groups who had procedures that they often did not understand, let alone talked about. The product meets your expectations. This meeting should meet those expectations – they are expected to listen to customer feedback and understand and respond to it by improving their product. The work of the team fits all team members – the patient, the organization, and the players in any environment such as marketing, IT, and operations. Relationships between these groups can break down silos, creating a seamless patient experience.
How do you create good medical care for the patient? Put the patient at the center of your organization’s work style and refine it from the start. For some easy ways to start this transition, see our Health Experience: How to Fix It Report.
One of the best ways to get started is by deciding who can be the voice from one extreme to the other so that patients have more support and decision-makers. The person in charge should not be a caregiver, but a dedicated staff member who can bring the patient’s thoughts into all-important conversations to ensure that both are heard and give the patient’s voice.
It is of the utmost importance for the patient to understand the customer’s needs; In addition to understanding needs, you need data and analytics that can convey insights. Teams that accept new metrics and install the right equipment find music in the patient’s social environment; After all, your entire workflow reflects the voice of the user.
If it sounds like a lot of work, don’t despair, most of the pieces of the composition are already in place. This business change is due to the way you use your resources. If you can focus your mind on how you feel about the work of each HCLS member today, and combine it with a robust management change process, you are half the battle.