Expectations are always important before any meaningful engagement, event, or journey.  Patient Expectations in transactional health care are fundamental to Patient Experience for both patient and physician-provider.

 

Patient Expectations reflect our induvial personalities and “lived experience”, including our interactions with doctors, nurses, staff, and other hospital provider staff.

 

Consumers who go online to research a doctor’s academic credentials, areas of expertise, awards, patient reviews, and ratings before the initial appointment are patients.

 

Patients expect a doctor to be an expert in his field, a good communicator, and a welcoming professional. They expect the physician’s office staff to be engaging and well-trained in what they do.

 

Patients welcome a digital Patient Engagement program versus filling out a form in the doctor’s office.

 

A digital interview should be straightforward, treatment-specific, and well-ordered. A patient expects to discuss his health issue in detail, provide his medical history, and information about his family, work, and social connections, but there is always more.

 

An effective digital interview asks additional questions about the patient’s health, lifestyle, and interests. These should be ‘rapid fire’ well-worded questions where there is no wrong answer.

 

Patient answers provide an insight into the patient’s resilience, the strength of his social connections, and whether he will need additional supports or coaching to ensure his wellness recovery.

 

An effective Patient Engagement digital program proves core competencies, identifies Patient Expectations, and can influence them.

The doctor focuses on implementing the patient’s treatment plan but uses communication to manage Patient Expectations as needed until discharge.

 

A good Patient Experience depends on a good patient outcome and consistently good staff interactions. This is the people side of the business.

 

A new Patient Expectations model

Influences and manages Patient Expectations

Optimizes unfavorable patient touch points

Consistent with the new wellness Paradigm