By Jon Warner, November 30, 2023
In today's healthcare landscape, it is more important than ever for health and healthcare organizations or all sizes and types to be ‘citizen’ or what is often called “patient-centric.” This means putting the needs of end-users at the forefront, ensuring they are the focal point in all decisions related to their wellness side advice and care, when they need it.
There are many drawbacks to not being citizen or patient-centric as a healthcare organization but let’s look at 4 major ones:
First, it can lead to a decrease in customer satisfaction. When customers feel like they are not being listened to or their needs are not being met, they are less likely to be satisfied with their care. This can have a number of negative consequences, including decreased compliance with preventive actions, treatment plans, increased risk of adverse events, and decreased trust in the healthcare system.
Second, neglecting to build and maintain a citizen or patient-centric culture across the organization can lead to poorer outcomes for the healthcare consumers. When a health organization fails to sufficiently meet customer needs, it may not deliver the best possible care tailored to individual needs. This can lead to missed diagnoses, delayed treatment, and other problems that can have a negative impact on a person’s health.
Third, not being citizen or patient-centric can lead to increased costs for healthcare organizations. When health consumers are not satisfied with their care, they are more likely to seek out competitors. This can lead to increased costs for marketing and recruitment, as well as lost revenue from customers who choose to go elsewhere.
Finally, not being citizen or patient-centric can damage the reputation of the healthcare organization. When customers have negative experiences, they are more likely to share their stories with others. This can damage the provider's reputation and make it difficult to attract new customers.
In order to avoid these drawbacks, it is important for healthcare organizations to prioritize customer needs. This means actively listening to their concerns, respecting their wishes, and providing them with the information they need to make informed decisions about their care. It also means being responsive to their needs, ensuring their comfort, and striving for their satisfaction with the care received.
By embracing citizen or patient-centricity, healthcare organizations can elevate customer satisfaction, improve quality outcomes, and manage costs effectively. They can also protect their reputation and ensure that they are providing the best possible services in every way possible.
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