A group purchasing organization (GPO) like Provista can help. For example, Provista offers purchased services and other solutions to support non-acute healthcare facilities looking to reestablish and maintain patient trust.
Here are five ways clinics can build trust, and how GPOs can help:
1. SEEK AND ACT ON PATIENT FEEDBACK
Clinics can ask patients to provide feedback on their experiences with the facility, then use the first-hand information to build on strengths and improve weaknesses. Sometimes feedback can uncover surprising information, such as an issue with parking or scheduling.
Facilities can also learn what’s important to individual patients, such as if they place a premium on face-to-face time with their doctor, the amount of time spent in the waiting room before their appointment, how they’re treated by staff or something else. That’s why it’s important for clinics to encourage patients to share their concerns, ask questions and be honest in their feedback. Open communication is the foundation of trust between healthcare providers and patients.
How a GPO can help:
A GPO can help clinics conduct patient surveys to better understand patient sentiment. Patients are often direct and honest in their survey responses, which results in valuable and oftentimes actionable feedback.
2.EXPAND COMMUNICATION CHANNELS
Part of having open and effective communications is enabling patients to interact with the clinic using their preferred methods. Facilities that want patient input must make it easy for patients to interact through channels such as phone, website, email, apps and patient portals.
Opening lines of communication is a good start to establishing trust. The second part is timely responses to questions, inquiries and comments, including those on social media. This requires dedicating time, resources and personnel to reply to patients.
How a GPO can help:
Facilities may lack the technology to seamlessly communicate with patients. GPOs have contracts with experts who can redesign or modernize a facility’s website to allow patients to submit questions or comments, or implement technologies such as easy-to-use apps that offer a modern way to communicate.