The following is a guest article by Branden Neish, Chief Product & Technology Officer at Weave
In the midst of a global pandemic and a looming economic recession, the healthcare industry has faced a multitude of challenges. Staffing shortages have put a strain on healthcare practitioners, leading to increased workloads and longer hours. As a result, patient care has suffered, with a recent study conducted by Weave revealing that nearly two in three patients have felt rushed, not heard, or not paid attention to by their healthcare provider in the last 12 months. This trend is a cause for concern as the patient experience is crucial for healthcare practices, and a negative patient experience could lead to decreased revenue and even the closure of some small healthcare clinics.
The rise in patient dissatisfaction ahead of the looming recession is particularly concerning as 51% of practices claim to have already raised prices and 49% of practices plan to raise prices in 2023. Despite prices increasing across the board, patients do not report better experiences at healthcare provider offices as a result. In fact, more than half of patients report experiencing anxiety before medical appointments, making it even more important for healthcare providers to prioritize patient experience.
Patient Expectations are on the Rise
Patient expectations have increased significantly since the pandemic began, and patients now expect a more convenient and modern experience when visiting their healthcare providers. This includes digital-first solutions such as online scheduling, text communication, text-to-pay, and flexible payment options, which have become commonplace in other industries. Despite this, nearly half (46%) of healthcare offices have not updated their technology in over two years, which has led to a significant gap in the patient-provider relationship. This gap is testing the already strained patient-provider relationship and could ultimately lead to negative patient experiences and loss of revenue for the provider.
To “recession-proof” their healthcare practices, healthcare practitioners must adopt digital-first solutions that enhance overall patient convenience and experience. It is also crucial to invest in staff member training aimed at putting the customer first to improve overall communication and leverage patient feedback to improve services. Additionally, healthcare practices should consider offering more flexible pricing options such as payment plans where patients can pay over time rather than a lump sum upfront.
Prioritizing patient experience benefits both patients and healthcare practices alike, as positive experiences lead to increased loyalty, word-of-mouth referrals, and improved patient retention. Ultimately, practices that prioritize patient experience are better equipped to navigate economic headwinds and survive recessions.
Improving the Patient Experience
There are various ways small healthcare practices can improve the patient experience, but the root of all solutions is to focus on how to provide better, more personalized care for patients. By implementing a few simple strategies, healthcare providers can improve patient satisfaction and foster long-term loyalty.
While it may seem counterintuitive to invest in anything during a time that providers are looking to cut costs, implementing an all-in-one technology solution can ultimately save time and money in the long run. All-in-one solutions enable more efficient options for patients to schedule appointments online, communicate with providers and staff, and manage payments digitally. By consolidating disparate softwares that don’t play nicely together, providers can streamline operations in their practices, better retain staff, reduce their workloads, and ultimately make themselves more competitive. This is doubly important in today’s digital age, as patients are growing less and less patient with cumbersome, inefficient processes. They will search elsewhere if their current provider is not meeting their standards.
An added benefit to investing in new office technology is the amount of time it saves staff members — allowing them to deliver more individualized patient care. Instead of being bogged down with several phone calls on hold throughout the day, patients can schedule online. In fact, 65% of healthcare providers said having the latest tech makes it easier to retain good employees, and 26% admit that they’ve had a team member quit in the last year due to frustration with bad technology or lack of technology in the clinic.
Patients want to feel heard and understood, and it’s the healthcare provider’s job to listen actively to their feedback and make necessary updates to modernize care. By leveraging innovative technology, providers can seamlessly text, call or email patients — based on their preferences — and open up real-time lines of communication.
Leveraging Patient Feedback for Continuous Improvement
In addition to modernizing technology solutions, healthcare practitioners should frequently be looking for ways to improve their practice and care. By asking patients for feedback and implementing changes based on that feedback, healthcare providers can ensure that they are meeting the ever-evolving needs and expectations of their patients and improving their clinic with the small details that matter most to patients.
More than ever before, the patient experience is a critical component of a successful healthcare practice, and providers must prioritize it to survive economic challenges and come out of them stronger. By adopting digital-first solutions, investing in staff training, and leveraging patient feedback, healthcare practices can provide a positive patient experience that leads to increased patient loyalty, referrals, and retention. Prioritizing patient experience not only enables healthcare providers to survive economic headwinds, but also thrive and grow in the long run.
About Branden Neish
Branden Neish is the Chief Product & Technology Officer at Weave.
Branden has a track record of driving business growth through product management, design, and engineering. With a customer-centric approach, Branden has added significant value to businesses in various leadership positions throughout his career. Prior to joining Weave, Branden served as CEO of Gear.com, CEO of Agemni, and VP of Product and Integrations at Progressive Leasing. In each of these roles, he leveraged his expertise to develop and implement strategies that drove strong financial results and prioritized product innovation and customer satisfaction.
Branden graduated from the School of Technology at Brigham Young University and later received his MBA from Harvard Business School.
