Healthcare

How PX Is Driving Healthcare Transformation

The Medical Group Management Association’s 2023 Leader Conference in Nashville was an outstanding event with more than 2,000 attendees focused on the changing environment for and expectations of medical groups in today’s healthcare system. There were the usual sessions on financial mastery, operational efficiency, and government affairs, but the heart of the MGMA event was the confluence of the current morale of providers with the growing expectations of healthcare consumers, i.e., patients. Patients are truly in the driver’s seat as they become more active and engaged in their healthcare journey. As a result, they are also making purchasing choices differently than ever before. Thus, in many of the MGMA sessions, the content was based on how patient perceptions are shaped, the milestones and drivers that influence patient perceptions, and best practices for the increasingly empowered healthcare consumer. How healthcare consumerism is changing patient experience Medical groups are facing the realization that their customers have more choices than ever before as new emerging care models and more financial investment from private equity groups enter the equation. Additionally, as the payment models change from fee-for-service to value-based reimbursement, financial rewards increase for paying more attention to the patient’s experience and their perception of quality. Patient perceptions are built from direct observation as well as from word of mouth such as online reviews, social media groups, and solicitation of opinions from friends and peers. Moreover, patients are paying more attention what the employees are saying as well as the interactions between employees, for example, […]