Empathy makes everything better.
Every once in a while we like to take a step back and remember why we are all in the healthcare business, or affiliated with it. We believe it is to help and heal the patient. We all know that the field of healthcare is challenging. It requires hard work, tenacity and diligence in order to succeed. However, it is empathy that makes the work more than just brick and mortar. Empathy is the art that elevates the science of healthcare to a human dimension.
Everything- the policies, procedures, rules and requirements- all of it is meaningless without the human touch. In other words, it all comes down to people. When employees make the effort to understand a patient’s point of view it makes a big difference (and usually a positive one) in the outcome. When helping a newly insured patient understand their first-ever health insurance coverage, it can make all the difference in the economic outcome for your practice.
The human emotions of care and empathy need to be part of every day in healthcare. Whether you are resolving a problem with an upset patient or training your staff, being concerned for others will always deliver a better result.
A study published in the American Journal of Quality in 2013 reported two studies that documented the role of empathy in patient communications, “…empathic engagement lays the groundwork for a trusting relationship. Constraints in communication will diminish when a trusting relationship is formed. In the security of a trusting relationship the patient beings to tell the tale of his or her illness without concealment. This in turns leads to a more accurate diagnosis and greater compliance, which ultimately will result in greater quality care.”
A trusting relationship also results in increased patient payment compliance for your practice. Studies have shown time and time again, that communication and empathy increase a patient’s understanding of their financial responsibility and their willingness to fulfill that responsibility.
At MICI we believe that our most important job is to provide services that enable physicians to focus on practicing medicine and healing patients. Our vision is a fair and just healthcare system for everyone including doctors, patients and insurance providers. After all, if doctors are not free to provide their very best care to patients then how can patients live their healthiest lives?
We practice what we “preach”. Empathy is one of our core values and we bring it to work every day. It’s a rough and tumble healthcare world out there. We aim to make it easier, better, and more equitable for our physician clients and their patients. Does this sound like your revenue management company? Give us a call today.