Is your Company Patient-Centric? 3 Ideas that Can Help You Get to Yes

Patient-centricity is a popular buzz word in the healthcare industry. We’ve all read the articles and perhaps attended recent conferences that highlight a new focus on the patient. Is this really a new trend? Not so much.

The healthcare industry has been focusing on patients for more than a decade. Mission statements reflect putting the patient first. Top execs confirm the importance of patient-centricity.  Articles written by industry experts make sure new initiatives are centered around the patient.

However, historically there’s been more talk than action.

Well, things are changing, and changing faster than ever before.

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Delivering More Value to Patients

There has been much debate over the state of healthcare in the United States. No matter what side of the discussion you are on, most would agree healthcare can be improved.  The cost is high and the value of treatment needs improvement. The speed of the shift to delivering more value to patients is accelerating and here’s why:

  • The Centers for Medicare & Medicaid Services (CMS) has a goal that half of all reimbursements will be value-based by 2018. Commercial Payers are committing to the same with the hopes of linking payments to outcomes.
  • Bio-Pharma companies have formed “patient value teams” along with creating positions with titles of Director of Customer Experience to help drive a patient experience model.
  • Technology is improving and becoming more effective and accessible to patients that give them a continually increasing role in their own health outcomes.

3 Ways to Achieve Patient-Centricity

Here are 3 Ideas that can help in your journey towards patient-centricity:

1. Figure out what matters

Figure out what matters to patients by meeting them exactly where they are. Gather insights from your interactions in the contact center.

2. Revaluate and update your mission and vision

Revaluate and update your mission and vision to ensure they reflect your commitment to patient-centricity. If they don’t, change them, and assign internal champions to drive the shift.

3. Focus on more than the physical ailments

Focus on more than the physical ailments of patients and broaden the focus to the whole patient. The impact of mental and socioeconomic challenges on a patient’s physical condition should be taken into consideration when providing them with support.


Patient-centricity is not new in healthcare but the speed of change is going to increase as patient outcomes align with reimbursement.  If you haven’t already shifted your focus, there’s no better time to start than right now!


If you'd like to learn more or have any questions, please contact us.

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