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An updated book "The Experience Economy" by Joseph Pine II and James Gilmore provides a detailed understanding of how to improve the patient experience.
Here is RCM's framework adapted from Pine and Gilmore that can be used by the Chief Experience Officer (CEO) to redesign the patient experience:
1) Invite the patient to have active and not passive participation in his/her own experience.
2) Increase and improve the educational value of the experience (the Latin root for doctor is doceo - meaning to teach).
3) Use advanced ubiquitous internet technology. Most patients have a keyboard and access from anywhere at anytime.
4) Provide continuity from start to resolution. Patients want the sense of having someone driving the bus who is awake, informed and interested.
5) Try to avoid making too many big medical errors by imposing a set of error minimization work flows. This is a deal breaker.
6) Allow for shared decision making. Patients want to be educated and then participate in the decision making.
7) Provide the option of sourcing deeper resources. Patients want access to the best and brightest resources available within the economic constraints of regional care.
The challenge for the leaders of the healthcare system is to start thinking about improving the patient experience.
With the same resources and with some intelligent tweaking, we can have a much better patient experience.
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