Patient Management & Loyalty

Choosing Physicians

• The 4 biggest factors determining a patient's choice of physician (4/25/17)

Consumer Engagement

• USC is using virtual care to capture a broader range of patients with Mobile Apps, Virtual Care and Behavioral Health (6/16/17)
• 20% of individuals polled stated they would consider changing their primary care physician (PCP) if another PCP offered telehealth services and their current one did not (1/2017)

Patient Experience

• Health Care Providers Can Use Design Thinking to Improve Patient Experiences (8/31/17) Harvard Business Review

Patient Retention

• 7 Radical Ideas to Retain Patients (and Revenue) at a Doctor’s Office (8/8/17)
• Patients Switch Doctors Based on Service, Not Just Care or Costs. Survey comparing what patients want vs have (6/29/17) Allowing patients to initiate text messages to the practice (want 48%, have 13%); Being able to text message back and forth with the practice (want 48%, have 16%); Appointment alerts by text (want 57%, have 25%); Text appointment reminders (want 58%, have 28%)
• When patients failed to make appointments or fill prescriptions, most reported never being contacted by the physician–or anyone in the doctors’ office. (6/29/17)
• 35 Percent of Baby Boomers Have Switched Doctors in the Past Two Years (6/20/17)

Health Engagement

• Survey: 60 percent of tech-savvy consumers say wearables lead to a healthier lifestyle (6/2/17)

Physician Relationship

• Five key findings from patient focus group. 1) “Value” means having a patient/provider relationship in which the physician shows respect, interest, care and compassion, and is accessible and responsive. 2) Patients want physicians who acknowledge them as individuals, are open and honest and are good listeners. 3) Patients value relationships with their entire treatment team. 4) The provider-patient relationship has an important impact on health care outcomes, affecting key areas such as adherence and decisions about treatment options. 5)Both direct and indirect costs play a key role in decision making and need to be incorporated into communications between providers and patients. (5/2017)

See Managing Health Playbook