A patient-focused healthcare model is one that prioritizes the best interest of a patient (Haseltine, 2021). This also includes the community the organization serves and having clear conversations that are respectful and objective to ensure that their needs are being heard and met (Beltran, 2021). Patient-focused healthcare seeks to inform and empower patients and their communities in ways that promote positive health outcomes and exceptional customer service (Sammer, 2009). Access, quality services and cost-effectiveness are three main components of patient-focused healthcare (Haseltine, 2021).
Access starts at the initial evaluation or consultation with appropriate engagement and education around insurance enrollment, medical costs, billing, and all financial issues affecting the patient (Patient Access as Patient Advocate, 2016). In 2022 CMS began to enforce pricing transparency within the healthcare industry (CMS, 2023). This is considered a consumer-forward approach to healthcare that allows patients to shop for the provider that they feel best suits their needs (Dignity Health, n.d.; CMS, 2023). Pricing transparency allows consumers to compare service fees online, over the phone and via printed document (CMS, 2023). Hospitals and clinics failing to comply with these regulations will be penalized with fines and fees (CMS, 2023).
Some of the factors that impact service quality from a patient-focused perspective include reliability, personalized care, company culture, promptness of care, cost, and patient-provider relationship (Rama et al, 2019). Exceptional service delivery within healthcare systems provides barrier-free, comprehensive services that promote prevention, timeliness, and long-term wellness (WHO, n.d.). Service delivery should be patient-focused, providing high-quality and appropriate medical care (WHO, n.d.). A collaborative approach across the system, that has built in performance measures so that care can be adjusted as needed, are also key elements to extraordinary service delivery (CDC, 2013).
Two of the simplest ways to reduce healthcare costs are preventative care programs and health education (Wanjau, et al, 2023). Preventative care and health education allows patients to get ahead of disease and injury and can include vaccine schedules, annual checkups, nutrition classes, family planning and other key areas that affect their health and well-being, thus, allowing for early intervention and the ability to avoid costly procedures due to advanced ailment. Technology also plays a major role in cost-effectiveness as a higher accuracy of care can be delivered, patients can meet via video or telephone, and ability to access medical records is instantaneous (Greenfield, 2022).
Lastly, patient-focused healthcare should include performance measures (CMS, 2023). Performance measures, applied specifically to patient feedback (CMS, 2023) are also known as Patient Reported Outcomes (PROs) (Canadian Partnership Against Cancer, 2015).
PROs can be used to measure how successful an organization’s patient-focused healthcare is performing (Canadian Partnership Against Cancer, 2015). PROs can capture trackable, real-time information regarding a patient’s experience (Canadian Partnership Against Cancer, 2015). PROs in the form of a survey or questionnaire, can be collected electronically, either onsite or remotely, as well as through paper and pen (Canadian Partnership Against Cancer, 2015). These responses can be evaluated, summarized, and placed into detailed reports that give hospital systems and clinics guageable results (Canadian Partnership Against Cancer, 2015). Such measures allow for early interventions and understandings of how the organizations patient-focused healthcare can be best improved (Canadian Partnership Against Cancer, 2015).
In conclusion, patient-focused healthcare allows organizations to understand the needs of the patients and communities they are serving in order to determine what programs and initiatives are needed that provide appropriate medical services and improved health outcomes.
References:
Beltran, Ed. (2021). Five common pitfalls that can derail DE&I initiatives. Forbes.http:// www.forbes.com/sites/forbesbusinesscouncil/2021/11/30/five- http:// www.forbes.com/sites/forbesbusinesscouncil/2021/11/30/five-common-pitfalls-that-can-derail-dei-initiatives/?sh=7d9755a14194
Canadian Partnership Against Cancer. (2015). Patient reported outcomes: a guide for Clinicians. http://www.youtube.com/watch?v=AllwTaOr_yw&t=12s
CDC. (2023). CDC’s CORE commitment to health equity. CDC. https://www.cdc.gov/healthequity/core/index.html
CMS. (2023.). Quality measures: how they are developed, used, and maintained. http://www.cms.gov/sites/default/files/2021-09//Quality-Measures-How-They-Are-Developed-Used-Maintained.pdf
Dignity Health. (n.d.) 9 examples of disruptive innovations in healthcare. Dignity Health Global Education. http://dhge.org/about-us/blog/disruptive-innovation-healthcare-examples.
Greenfield, D., Iqbal, U., & Yu-Chuan (Jack) Li. (2022). High quality, safe healthcare= technology + people + systems thinking. BMJ Health & Care Informatics, 29(1) https://doi.org/10.1136/bmjhci-2022-100673
Patient Access as Patient Advocate. (2016). Health Care Registration, 25(6), 7-8. http://library.capella.edu/login?qurl=https%3A%2F%2Fwww.proquest.com%2Ftrade-journals%2Fpatient-access-as-advocate%2Fdocview%2F1785781960%2Fse-2%3Faccountid%3D27965
Rama Koteswara, R. K., Panda, R. K., & Basu, R. (2019). Better healthcare setting for better healthcare service quality: An empirical analysis of Indian consumers’ perspective. [Better healthcare service quality] The International Journal of Quality & Reliability Management, 36(10), 1665-1682. https://doi.org/10.1108/IJQRM-05-2018-0120
Wanjau, M. N., Kivuti-Bitok, L., Aminde, L. N., & Veerman, J. L. (2023). The health and economic impact and cost effectiveness of interventions for the prevention and control of overweight and obesity in Kenya: a stakeholder engaged modelling study. Cost Effectiveness and Resource Allocation, 21, 1-21. https://doi.org/10.1186/s12962-023-00467-3
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