Importance Of Consumerism In Health Care

Key Terms: Patient Engagement/Satisfaction, HCAPS, Key Words at Key Times, Scripting, Lobby Management, Patient Rounding, AIDET, Consumerism, and Satisfaction Surveys.

With changing dynamics of the current healthcare environment, patient and regulatory expectations have changed. It is no longer sufficient for health care providers to provide high quality medical care. Exceptional service to patients and guests is expected as well.

Realities such as increased out of pocket costs to patients, decreased reimbursement rates, advent of the Affordable Healthcare Act, emphasis on patient surveys, transparency requirements, etc. call for health care providers to create a culture of service from top to bottom to ensure the best possible experience for patients and their families. Such commitment is not only the right thing to do but also sound business strategy. Today’s patients have more access than ever to information on comparative costs, quality, outcomes and satisfaction among healthcare competitors. Consumerism is everywhere and patients expect value for their dollar in the care and service they receive.

In addition to

Hospitals and physicians are required to provide appropriate evaluations to all patients. This "anti-dumping" law has resulted in patients who present in the Emergency Department to first have contact with clinical staff before providing insurance information or demonstrate the ability to pay. The registration staff may obtain the name, age and chief complaint of the patient but should not ask any information about the patient that deals with the ability to pay. In many cases, the “triage nurse” is the first person the patient sees when entering the emergency department. Once referred to the registration area by the ED clinical staff, the patient may then be asked the standard questions to complete the registration