Building the New Patient Experience

Published April 29, 2021

Building the New Patient Experience

Healthcare consumers’ expectations around convenience and access have been growing for years, and the pandemic sharply accelerated this trend. With advances in personal technology that deliver almost anything at the touch of a button, today’s patients expect the same seamless experience from their healthcare providers. To preserve market share and community loyalty, hospital leaders must create solutions that meet patient expectations both today and in the future.

Connecting In-Person and Virtual Care

As Chief Growth Officer for Vituity, Denise Brown, MD, is invested in the development of patient-centered solutions that deliver care to patients when and where they need it. She knows what it takes to create user-friendly virtual experiences that move the needle on care quality and meet patients where they are. In this brief video, she shares her insights on:

  • Why now is the time to invest in the virtual care experience
  • Benefits of virtual care for patients and clinicians
  • The importance of integrated care delivery

Grounded in Human Connection

Today’s patients don’t just expect convenience and seamless access. They also want to feel seen, heard, and respected by their providers. To help clinicians connect with patients, Swati Mehta, MD, Director of Patient Experience at Vituity, teaches the 6H Model.

The 6H model covers six key skills that clinicians can hardwire (and even script) into patient interactions to help build rapport and trust:

  1. Hear (their story). Listen to the patient’s perspective without interrupting.
  2. Heed (to their worries). Pay attention to the needs of the whole patient, including the medical, financial, social, and emotional dimensions of the illness.
  3. Help (them navigate). Explain what patients can expect during their hospital stay and beyond.
  4. Be (honest and human). Creating authentic connection means acknowledging the positives and negatives of the situation.
  5. Heal (misunderstandings). Most service failures stem from miscommunication.
  6. Hope. While we don’t want to discount patients’ struggles, we can offer optimism when appropriate.

Dr. Mehta developed this model and trains clinicians across the country, resulting in rapid improvements in patient experience. For examples of the 6H Model in action, read her recent blog post.

Partnering to improve patient lives

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