You have to study excellence to learn excellence.” -@mwbuckingham #GLS17
On the heels of another successful national FORUM in Atlanta last week (click here to read the “Recap!”…) and another one already in the works for Fall 2019, I want to highlight a theme that we found particularly poignant when entering into this new season of giving among our many conversations with Physicians in high-touch, subscription-based and preventive-centered, membership medicine.
That is, what is the difference between patient–centric vs. guest-centric?
A lot of medical journal articles have been written about patient-centric care. We found this definition from Evariant that we thought we’d share.
“A patient–centric approach is a way healthcare systems can establish a partnership among practitioners, patients, and their families to align decisions with patients‘ wants, needs, and preferences.”
Sounds a little too clinical, doesn’t it?
We also looked up “Guest-Centric” and guess what? There was no definition. In fact, the closest thing to it was “customer-centric.”
According to SuperOffice.com, “Customer centric is a way of doing business with your customer in a way that provides a positive customer experience before and after the sale in order to drive repeat business, customer loyalty and profits. But, a customer–centric company is more than a company that offers good service.”
That’s interesting. That’s actually, REALLY interesting.
So at this point, if you’re still reading this email, you’re probably now seeing why we’re walking down this road today! It’s an unusal place where a small group of Doctors can now redefine the way care is delivered. Herein, “guest-centric”, concierge care.
In the coming days and weeks ahead, we’re going to unpack even further these concepts of “guest-centric” patient care.
Imagine if you will, what if you could create an experience in healthcare that “guests” [notice I didn’t use the word Patient here … on purpose] really want but might never express to you as their Doctor?
The good news is, Doctors can! With hospitality as the backdrop, we’ll explore a few practical tips and tricks that can inspire you, your Patients and your staff to set the tone for “guests” to come back again and again and ultimately, live a healthier lifestyle with you quarterbacking their care.
More to come in the days and weeks ahead.
Have a great weekend!
The DPC Journal
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