WHAT PATIENTS WANT IN THEIR PROVIDER EXPERIENCE

Consumers have become accustomed to fast, digital experiences on their terms. They’re bringing those same expectations to non-acute care as they look for the same convenience, transparency and personalization they receive from other industries, such as retail.
 
Patients accustomed to on-demand shopping, mobile banking and instant communications now expect their healthcare facilities to deliver similar experiences. “The expectations placed on healthcare providers have never been higher. Patients expect seamless, consumer-grade experiences akin to what they receive from e-commerce or financial platforms,” according to an article in HIT Consultant.
 
HIT Consultant explains that unlike some e-commerce offerings, healthcare facilities need to be mindful of data privacy requirements. Yet facilities can be compliant and still meet patient expectations.

Non-acute providers can start by simplifying the patient journey:

• Make scheduling easy. Patients increasingly prefer online booking and flexible appointment options that fit their schedules.
• Reduce wait times. Operational efficiency that minimizes waits contributes directly to patient satisfaction.
• Offer digital flexibility. Telehealth, secure messaging and online scheduling make it convenient for patients to use their devices for care and communications.

Yet technology alone isn’t enough. Patients also want to feel heard and valued. When healthcare providers take time to explain diagnoses clearly, listen to concerns and create a comfortable care environment, patients are likely to view their experience positively. This encourages them to come back when they need care.  
 
“Patient loyalty and reputation are built on moments that make people feel cared for,” according to Medium. “When your organization consistently delivers exceptional experiences, it fosters not only satisfaction but advocacy. Happy patients tell their friends; unhappy patients post on social media.”

DELIVERING HOLISTIC PATIENT CARE

The move toward value-based care continues to change how providers approach patient relationships. By 2027, more than 90 million patients will be covered under value-based care models, which is more than double the number in 2022, according to McKinsey & Company. This shift requires non-acute providers to focus on total patient health.
 
Moving from a service-oriented model to patient-centric approaches offers a holistic approach to care. It also encourages collaboration among physicians, specialists and support staff to create smooth transitions across every touchpoint in a patient’s healthcare journey.
 
Non-acute providers can strengthen outcomes and satisfaction, and ensure a holistic approach, by:

• Coordinating follow-up appointments and referrals to ensure continuity of care.
• Offering preventive and wellness services such as screenings, wellness programs and chronic disease management.
• Supporting self-care through patient education and accessible health resources. 

MEET PATIENT EXPECTATIONS WITH A GPO PARTNER

Non-acute providers don’t have to meet rising patient expectations alone. Partnering with a group purchasing organization (GPO) like Provista can help healthcare facilities access the technologies, products and services needed to support the patient experience while also managing costs.
 
Provista’s deep contract portfolio supports the entire patient experience, from frontline clinical tools to advanced digital platforms that enhance communication and engagement. For example, Provista contracts cover:

• Patient-focused chatbots and virtual assistants to answer common questions, provide real-time information and reduce staff workloads.
• Digital patient portals that allow patients to view medical records, lab results and billing information.
• Patient feedback boards and surveys to capture insights into satisfaction levels and identify opportunities for improvement.

Data plays a critical role, too. “By tracking appointment patterns, follow-up rates and patient satisfaction scores, providers can make informed decisions to improve the patient experience,” according to Cadence Collaborative.
 
Provista’s contracts make it easier for clients to procure the right solutions with favorable pricing and terms. Whether the goal is to simplify scheduling, create personalized experiences or implement new technologies, Provista helps non-acute healthcare providers stay competitive and build patient loyalty.