When you think about how to create value with patients, it all starts with relationships. According to the late Peter Drucker: “The market is all about relationships.” Value is the key for patients to respond positively. Time well spent on listening to the patient, understanding what their expectations, wants, desires, fears plus values are, and as well explaining treatment solutions in a caring way will help patients feel understood. When meeting the patient for the first time, listen to their perceived problems, needs and learn the patients value system. As it comes closer to proposed treatment, present it in a way that fulfills the patients every desire, while keeping in mind their clinical needs. Lack of care and failure to treat them special can be just the thing that turns them away into the hands of someone else who will treat them in a non-threatening manner. Patients refuse procedures due to a lack of perceived value. We lose our patients by the poor treatment of them and a failure to make them feel special and important. Keep in mind patients remember 91% of how they feel yet only 6% of what they heard. With awareness of value given to patients, acceptance care will follow.
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