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How to Remove the ‘Hate’ From Patients’ Love/Hate Attitude Toward their Doctors – 5 Proven Paths


Recent research shows the majority of patient-consumers have a love-hate attitude toward healthcare: they pretty much love the personal care they get from their doctor and they pretty much hate everything else. We created this eBook to help practices better understand how to remove the hate and increase the love.

Even the term ‘patient-consumer,’ which may seem foreign to many providers, is moving mainstream as patients rapidly migrate toward making healthcare decisions in the same way they choose consumer products and services. It’s a more apt description of the trend where patients compare their healthcare delivery experience with their most recent online purchase or high-touch, interactive interaction with brands they use and enjoy.

This eBook takes a scholarly, research-based approach to reveal the five proven paths we can all take to make the patient experience better. We present research highlights from the past couple of years that underscore the shift from provider-centric to patient-consumer-centric decision making. We also address the underlying drivers in the shifts in patient attitude.

Generally speaking, patients are pleased with the relationship they have directly with their providers.

  • 87% of patient comments praise clinicians’ courtesy and respect.
  • 53% of comments reflect positive clinical-staff communications.

On the other hand, what you’ll find inside about the ‘hate’ will surprise you. We share data and statistics for wait times, waitingroom experience, appointment scheduling processes, non-clinical staff, billing and more. This information can be compared to your own practice operations and you’ll learn how to benchmark yourself against the norm. Each ‘hate’ item is backed with ideas to help you improve. We understand that when patients have a negative experience, think they turn to your online reviews. So, we also share tips and tricks around gathering patient feedback from surveys and driving positive online reviews.

This is one of our longer eBooks, but the content and recommendations are solid and should be evaluated and reevaluated on a frequent basis. Think of this eBook as your bible for a holistic approach to driving positive patient experiences across all areas of your practice.

Topic: Patient Experience | Content Type: eGuide

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