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You’ve read it and you’ve experienced it: consumer frustration with an impersonal health care bureaucracy offering few conveniences, difficult navigation, high cost, and lack of transparency. Even as some organizations try to move forward with consumer-focused strategies, these are often still fledgling efforts with little overarching structure that fail to attract consumer attention.
Beyond implementing an EMR patient portal, traditional providers have been slow to develop the consumer focus necessary to generate trust and loyalty. Meanwhile, consumers are welcoming an abundance of health apps and other resources that enable them to manage their health and, if sickness strikes, get quick access to minute clinics or other urgent care providers.
For an APM, that means your patients are leaning toward out-of-network services as well as potential referral to specialists, or attachment to networks other than yours. It guarantees frustration for your providers and playing catchup with patients—if they decide to stick with you.
Knocking at your gate are equity-backed competitors that embrace consumers. Blending a concierge front door with coverage under APM agreements, some corporate medicine competitors appeal to consumers with conveniences like home visits, texting with providers, and after-hours care. They broadcast accountability and reliability, multiple contact paths, and convenience.