Are you focusing enough on retaining your patients? It's not only cost-effective but a powerful way to grow.
Retaining a patient is 75 - 90% cheaper than acquiring a new one. If they have had an excellent experience, most patients will refer 3-5 new patients to your health center.
The trick? Elevating the patient experience by shifting from transactional to transformational healthcare.
At our recent CEO Boot Camp Masterclass, we shared a 4-part framework to transform patient care:
1️⃣ Shift from transactional to transformational healthcare—Evolve from medical transactions to a human-centered journey of care and support.
2️⃣ Creating a patient-centric organizational culture—The patient experience starts long before a patient enters your health center. Training all staff in hospitality, culturally competent customer service, empathy, and active listening (to name a few) will start to build a patient-centric organizational culture.
3️⃣ Leverage technology without losing the human touch—Technology can improve the patient experience by reducing wait times, improving communication, providing conveniences, and making care teams more efficient. However, we must find a balance and ensure our patients are still treated like human beings.
4️⃣ Implement advanced communication and empathy techniques—Develop meaningful interactions and consistent follow-ups. Understand patients’ communication preferences and reach out for more than just medical updates.
Our masterclass conducted a deep dive into this framework, and the results gave them lots of strategies they can use now to elevate the patient experience.
For example, one way to get started is to have staff create fake patient personas with complex health problems, map their journey as patients at your health center from initial contact to continuous care, and see where you can improve their experience.
What strategies have you implemented to elevate your patient experience?
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