Creating a patient-centric practice

Healthcare systems and corporations can offer some pretty stiff competition for independent providers. But when it comes to a patient-centric experience, there’s no doubt about it: independent practices hold the upper hand.

In Tebra's 2023 Independent Healthcare vs. Corporate and Health System-Based Providers survey of over 1,000 patients, Tebra found that the majority of patients (57%) would be willing to switch to an independent provider in order to access more personalized care. By focusing on delivering patient-centric care, independent practices can not only supercharge their own growth but elevate the healthcare experience for patients.

Let’s look at a few ways you can create a patient-centric practice that enables you to attract and retain more patients.

A patient-centric healthcare practice has processes and policies in place that put a patient’s unique medical needs first. Patient-centric care allows patients to have a bigger hand in their own healthcare treatment, whether it’s making decisions in collaboration with their provider or simply having the opportunity to express their healthcare desires and preferences.

Patient-centric care has been shown to boost medical outcomes and increase patient satisfaction. A patient-first approach helps build a better reputation for your practice, promotes patient retention, and drives overall business growth.

While patient-centered care can look a bit different from practice to practice. There are a few key elements that are foundational to a patient-first healthcare model.

Implementing the best practices of a patient-centered practice can be your competitive advantage. 

Here are a few steps to help you put patients first and elevate your independent practice’s patient experience.

Patient-centered care starts with a patient-centered care philosophy. Everything you do, from how your providers work with patients to managing the operations of your practice, should ladder back up to that philosophy.

But before you can do that, you need to know what matters to your patients. And often this means going beyond just delivering quality medical care. 

Tebra’s survey identified that quality time and strong relationships with a doctor is why 65% of patients choose independent providers in the first place. But what do patients consider to be a part of a strong patient-provider relationship? Tebra found that the top three values were: 

The combination of these 3 approaches highlight the need for inclusive practices and making patient care a collaborative experience.

Healthcare is often already emotionally and financially stressful for patients. Patient-focused care should aim to reduce, or eliminate, the obstacles that come with obtaining care.

For example, 46% of patients say that the quality of care at an independent provider is impacted when it’s difficult to book an appointment. And 49% say they would switch doctors to get appointments when they need them. Self-booking solutions can speed up scheduling, meanwhile, telehealth options can boost appointment availability and accessibility.

Of course, the patient experience carries through to billing. Payment for care can be a source of frustration and stress for patients. Providers should have transparent discussions upfront regarding the cost of treatment and insurance eligibility to reduce the risk of surprise bills. 

And when it comes to billing, make sure your staff accurately verifies benefits, maximizes insurance reimbursements, and effectively communicates with patients about copays. 

Patient-centered care starts with your operations. Improving your practice management behind the scenes can make focusing on patient care easier. It allows providers to spend more time nurturing the patient-practice relationships needed for collaborative healthcare, rather than being overburdened by administrative tasks.

Start by freeing up your front-desk staff so they can deliver a better patient experience. Automating appointment scheduling and sending automated reminders can reduce manual phone calls allowing providers to focus on the patients in front of them.

Also, consider putting processes and policies in place that allow your practice to go above and beyond when it comes to delivering care. For example, flexible scheduling policies, such as virtual appointments and walk-in hours, can allow you to better accommodate urgent or last-minute appointments. And offering flexible payment options or sliding-scale payments can reduce barriers to care for patients who have limited coverage or financial resources.

Improve your patients' experience with Tebra's simplified online scheduling.

Prioritizing patient feedback and priorities can help take the guesswork out of patient-centered care and ensure you’re delivering value that matters to your patients.

To provide data-based information, Tebra surveyed patients, nurse practitioners, physicians, and specialists to help you better understand how independent providers stack up to health-based systems. The Independent Provider Playbook rounds up these insights and offers actionable ways to help you create a patient-focused independent practice and stay competitive in the crowded healthcare space. Get your copy today.