Have you ever been angry after a visit with your doctor? The reaction to that question varies from eye rolling “Oh yes!” to table slap, “Let me tell you….”. People are not shy in discussing frustration with their health care providers. On the other hand, people are also open when they say what wonderful care Dr. so and so provided at a critical time.
If you cannot relate, you know someone who had a disappointing experience with healthcare. It’s frustrating communication in some cases. Or, disappointment with the staff. Or, maybe you waited twenty or more minutes in the waiting room, or worse, you waited in the exam room. That kind of waiting can change the patient experience dramatically.On the other side of that wait, is a visit too brief. Your physician was in and out of the room so fast, you couldn’t think straight.
You may know by now the Affordable Care Act (ACA) is holding physicians accountable for care, tying quality from the patient point of view with reimbursement at the federal level for Medicaid and Medicare.
Haven’t they always been accountable? The answer to that is yes, and no, not in this way. Thinking back to the late 80s and my first professional experience with health care, insurance, reimbursements, lifetime caps, pre-existing conditions, times have changed for the better. Then, in my mind I recall the 90s when thought turned to the Health Maintenance Organization (HMO). The HMO model would curtail costs via managed care, it was thought. Another decade, into the new millennium, sticker shock in health care by the late 90s brought cries for reform into the 21 century. National spending for physician services rose like rockets in the 1980s from $63.1 billion to $117.6 billion in 1989. From there, cost for care continues to escalate today.
Now, however, the ACA is the new game in town. Patient TalkBack and physicians will be happy because their reimbursements, linked to the federal government quality assurance scores will rise. It’s a win-win. So, tell your friends, family, and most importantly your health care team that Patient TalkBack will be a win-win for all concerned. Patient TalkBack has identified the pain points of health care and patient engagement, satisfaction, and education. Patient TalkBack is well received in the Boston and Cambridge areas and the team of representatives from Health Innovators is working into other states as well. In fact, Joslin Diabetes Center is using it, as well as Tufts Medical Center, and St. Vincent Hospital. Patient Talk Back is a mobile solution, step-by-step on a smartphone or tablet. You say you don’t have a smartphone? That’s okay, your care provider may have Patient Talk Back available on a tablet or laptop for you–before you leave their office.
Technology today tries to improve the patient experience and satisfy care providers too. The Health Innovators are launching a patient satisfaction tool that, used properly by physician organizations and consumer patients, will level the playing field for both sides. Patients will be happier controlling their care through
The answers, or data, that you give is seen in real-time by the designated staff person for immediate action. Believe me, health care providers want Patient TalkBack to be successful, not only for their population of patients, but also so they are certain that the care they give truly is exceptional.