The profound impact of patient experience on healthcare's bottom line

© Looker_Studio - stock.adobe.com

In today's healthcare landscape, the patient experience has emerged as a critical factor that significantly influences the financial success of healthcare organizations. Gone are the days when quality care alone sufficed. Patients are becoming increasingly savvy consumers and seek exceptional experiences that provide personalized attention, compassionate care, and seamless interactions. Patient experience has a profound impact on the bottom line of healthcare providers and plays a pivotal role in shaping their success.

The link between patient experience and revenue generation

Positive patient experiences foster loyalty, resulting in increased patient retention and referrals made to family members, neighbors, and friends. Satisfied patients are more likely to return for future medical needs, as well as post favorable comments and ratings online. These factors contribute directly to the revenue generation of healthcare organizations.

A study by Accenture found that superior customer experience doesn’t just strengthen patient engagement it impacts the bottom line. Healthcare organizations that provide superior patient experience achieve 50 percent higher margins than organizations providing average experiences. It’s something we have studied at Feedtrail, an experience management technology company. Key areas we have specialized in have been driving new appointments, reducing missed appointments, and improving NPS scores overall.

Reputation and brand equity

Patient experience directly affects a healthcare provider's reputation and brand equity within a community or diverse population. In today's digital era, patients actively share their experiences through online reviews, social media, and word-of-mouth. Positive patient experiences not only attract new patients but also enhance the provider's reputation, positioning them as a trusted choice within the community. Conversely, negative experiences can tarnish a healthcare organization's reputation and lead to patient attrition, decreased market share, and ultimately, revenue loss.

Research shows 5% of all Google searches are health-related and 94% of patients use online reviews to evaluate providers with 84% of consumers trust reviews as much as personal recommendations. It’s one of the reasons that a large physician group began working with us to increase Google reviews (+13%) and eclipse 1,500 reviews in a single year (vs. an average of 250). Being deliberate about a digital strategy is critical to reaching millennial and Gen Z populations.

Value-based reimbursement and patient satisfaction

Healthcare reimbursement models are evolving from fee-for-service to value-based care, where payment is linked to patient outcomes and satisfaction. Government and private payers increasingly consider patient satisfaction scores when determining reimbursement rates. Organizations with high patient experience scores are more likely to receive higher reimbursements, while those with low scores may face penalties or reduced payments. Therefore, healthcare providers must prioritize patient experience to optimize their revenue under value-based reimbursement models.

Operational efficiency and cost reduction

A seamless patient experience, enabled by streamlined processes and simple technology integrations, should simultaneously work to reduce administrative burden and enhance staff productivity – two of the biggest areas for improvement identified by our Clinician Retention Workgroup in early 2023. Improved communication, shorter wait times, and efficient care coordination contribute to reduced operational costs, optimized resource allocation, and improved financial performance.

Legal and reputational risk mitigation

Negative patient experiences can lead to complaints, lawsuits, and other legal consequences that directly impact the bottom line. Poor patient experience can also trigger negative media coverage, damaging a healthcare provider's reputation and eroding public trust. The cost of legal settlements, legal defense, and reputational recovery can be significant. Prioritizing patient experience helps mitigate legal and reputational risks, safeguarding the financial well-being of healthcare organizations.

Patient experience has emerged as a powerful driver of healthcare organizations' financial success. By focusing on delivering exceptional care, healthcare providers can boost patient retention, attract new patients, and benefit from positive word-of-mouth referrals. Furthermore, emphasizing patient experience aligns with the shift towards value-based care, optimizing reimbursements and minimizing financial penalties. Operational efficiencies and cost reductions further enhance the financial impact of patient experience initiatives. In today's competitive healthcare landscape, organizations that prioritize patient experience stand to gain a sustainable competitive advantage and a healthier bottom line.