We live in the era of H-caps, the era of patient empowerment through information. We've moved from a reactive/crisis-driven model to leveraging data streams we've never had before - including 24-7 monitoring, personal/psych/relational data and compliance.
“Healthcare is organized according to the convenience of the people who provide the healthcare rather than according to the convenience of the consumer. Consumers should drive the system rather than being driven by it.”
Patients Rights & Respect
Patients are paying higher deductibles because of the shortfalls in our healthcare system so they are demanding better service. They expect shorter wait times, comfort, a retail environment and respect. At the same time, we can't forget those who rely on entitlements to stay healthy. Half of the newly insured people are Medicaid or CHIP recipients so we must dispel the "discount care" perception. They deserve a better quality experience.
“One of the basic principles of patient safety is to talk to and listen to patients. Several elements are fundamental to any disclosure effort. These include a prompt explanation of what is understood about what happened and its probable effects; assurance that an analysis will take place to understand what went wrong; follow-up based on the analysis to make it unlikely that such an event will happen again; and an apology.”