From the Editor: December 2018
What’s your focus?
By Jannen Belbeck
While putting together this final issue of 2018, I came across the usual end-of-year reports and wrap-ups from chiropractic associations, management consulting firms, pharmaceutical companies, and professional service networks (among others). It’s clear in these surveys and news articles that data sharing and a positive patient experience continue to shape healthcare.
Patients track and share their health data via fitness wearables, and share their own experiences with their practitioners via Google reviews and Facebook posts – not only for followers and friends to see, but anyone with an Internet connection. Additionally, data is shared throughout the entire health care system via electonic health records, which could eventually mold into “dashboards,” incorporating the patient’s own health data and utilizing artificial intelligence and algorithms to help a practitioner provide optimal care.
In their review of the Deloitte 2018 Health Care Consumer Survey, David Betts and Leslie Korenda say: “New digital tools can play an important role in the future of care…these tools also have the potential to increase consumer satisfaction…and help consumers track and monitor their health.”
Although many of these reports/surveys look at user experiences with GP’s, there are always elements that apply to chiropractors and data sharing. For example, reviews (and their impacts) should be considered: Bad reviews can impact the new patient growth rate. (Columnist Anthony Lombardi will discuss how to use negative reviews to your advantage in our next issue.)
Aaron Clifford, Senior Vice President of Marketing at Binary Fountain,
says that in their own survey, it’s clear patients “trust reviews and want convenience.” (You can find a very small sample of the data on page 9.) “Alternative health care providers should consider implementing a rigorous feedback loop and provide tools for the patient to choose an appointment time,” Clifford says. “Healthcare is having to shift its mindset to accommodate consumers who have a choice in their care.”
We can’t forget that convenience for health care consumers also means that they find exactly what they are looking for.
This can be achieved through tech tools and digitized appointment services, good clinic management leading to reduced wait times, or, like our cover story suggests (page 14), finding a treatment niche in your community.
What steps will you take in 2019 to improve your patient’s “user experience,” and in turn, ensure the “data shared” about your practice is positive?
Wishing you and yours a beautiful and safe holiday season.