If I were to take the meaning of "value" from TV ads; I would conclude that value is getting more than what I paid for, or getting it at a discount, or paying less for more.
But what is the definition of value in a healthcare practice? Does it have to do with patient outcomes, patient experiences? Is it an intangible that involves the trust relationship between provider and patient?
Delivering value to patients should be a priority for every practice. While the perception of value is highly subjective, differing among individuals, the practice definition of value should be an absolute; delivered to patients at every encounter whether that encounter be on the phone, at a practice web site or in person at a visit.
Access to provider is one of the ways that value can be delivered to patients. One of the reasons patients state they visit the ED is because of lack of timely access to their providers. Access can be handled via the schedule (time allotted for work-in patients) or through nurse practitioners or through physician assistants. Giving patients real options to access will help your practice offer real value to your patients.
On-line scheduling is another way value can be delivered to patients. On your practice web site, giving patients scheduling options allows patients to consider the dates/times available and make choices that best fit their schedules. It will also free up the phones and give staff time with patients in office without interruptions.
In office blood draws is another way patients can feel value during their office visit. By offering the convenience of drawing blood at time of visit, and sending out to lab; frees the patient from another stop in completing the providers need for diagnostic or follow up testing.
Using the practice web site as a practice tool offering specific information about your practice, common diseases and ways to control them, drug information and helpful articles on diet, exercise and wellness programs will all bring value on a consistent basis to your patients.
A patients satisfaction with the practice does not end after the patient leaves the office. By getting accurate billing information and timely filing of correctly coded charges patients can avoid the hassle of repeated phone calls giving information, calls to insurance companies and otherwise time spent correcting office mistakes. This cannot be over-emphasized. Patients who have a bad business office experience are just as likely to change providers as those who had a bad visit experience.
A pleasant and comfortable waiting room also offers value to the patient. Waiting is something no one likes to do; but if waiting must happen, offer comfortable chairs, soft lighting, current reading materials, a TV or even free wifi. Some practices are also offering use of a computer in waiting room (although it strikes me that if a patient has time to browse the web, the wait time is unreasonable).
Speaking the primary language of the patient is becoming a more needed service providers must offer. Hiring bi-lingual staff or having bi-lingual personnel available will contribute to clarity, give patients the opportunity to ask and receive answers to questions and most of all, deliver value to non English speaking patients.
These are just a few of the ways a practice can deliver value to patients. Take the time to really think about the value you are delivering and make needed changes. Your practice is a business, offering value to patients (customers) is the best way to retain patients and attract new patients.