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Managing your practice's first impression: the process of front-desk reengineering
1Rush University Medical Center, Department of Cardiovascular-Thoracic Surgery, 1725 West Harrison Street, Suite 1156, Chicago, IL 60612, USA. alison_walsh@rush.edu
The Journal of Medical Practice Management : MPM
|May 22, 2004
Summary
Physician practices must adopt a consumer-centric approach, prioritizing patient choice, control, and service. Reengineering operations to meet patient demands for reliability, efficiency, and trust is key to practice success.
Area of Science:
- Healthcare Management
- Patient Experience
- Consumer Health
Background:
- Modern patients are informed, tech-savvy consumers with increasing expectations.
- Healthcare consumerism necessitates a shift in how medical practices operate and deliver services.
Purpose of the Study:
- To explore the evolving role of patients as consumers in healthcare.
- To identify key factors for physician practice success in a consumer-driven market.
Main Methods:
- Analysis of patient expectations and demands in healthcare settings.
- Review of practice operational strategies to enhance patient choice and service.
Main Results:
- Practices must offer greater patient choice, control, and autonomy.
- Key service criteria include reliability, efficiency, patient focus, customization, and trust.
- Avoiding disruptive elements like long waits and rudeness is crucial.
Conclusions:
- Physician practices need to reengineer operations to align with patient consumerism.
- Adopting a patient-centric perspective is essential for clinical and business success.