The second report, from Deloitte, surveyed 4,522 adults from February 24 through March 14 about what they thought of their health, health insurance and the healthcare system generally. The survey found that 42 percent of the respondents said they are using technology like websites, apps and wearable devices to measure their fitness and health improvement goals, up from 28 percent five years ago. Twenty-eight percent are doing the same thing for monitoring their health status or chronic condition, up from 24 percent in 2015. Those in excellent health (62%) and those with difficult chronic diseases (75%) are more likely to share their information with their doctor.
That engagement in their own health, in turn, explains a key finding of the new Deloitte survey, and that’s that 51 percent of the respondents said they were “extremely likely” or “very likely” to tell their doctors when they disagree with them. Another 29 percent said they were “somewhat likely” to disagree with doctors. That’s a new kind of consumer-driven patient experience that more patients are seeking and are comfortable with.
What does that mean for hospitals and health systems?
An often overlooked part of operations that can react positively to healthcare consumerism and foster patient engagement and trust is your revenue management. In fact, your revenue management processes offer many opportunities to be transparent, build trust, engage patients and help improve their experience with your organization.
- One of the biggest opportunities is patient scheduling. Using self-serve digital tools as well as trained staff to make it easier for patients to schedule appointments can lead to more appointments kept and fewer no-shows.
- Accurate patient estimations are critical to building trust. By excelling at charge capture, coding and clinical documentation, you will be able to present patients with an accurate estimate of their out-of-pocket costs based on their health plan benefits.
- Submission of clean claims helps reduce denials and appeals and helps you present timely personalized digital statements to your patients for payment.
Patients want to engage in their own care. They want to trust you with their care. They want a better experience. They want to be good consumers and control their healthcare spending. Your job is to be transparent, to build the trust to satisfy all their wants.
Consumers expect more from their care providers. And if they don’t get what they are looking for, they’re more likely to seek care where it best serves their needs.