One area where many of the most successful franchise businesses excel is in replicating customer experience (we’re looking at you McDonalds). To do this, they have a particular set of rules that are typically followed. These allow the business to be clarified and refined to the point where it is easy to franchise out from.
While you might not want to franchise out, the process of clarifying your business through considering how to replicate customer experience is useful. By working through these rules, you’ll be able to ensure a consistent experience for your patients, as well as set up a model for operations that is effective. The E-Myth Revisited sets out these rules clearly: 1. The business model should provide consistent value to customers, employees, suppliers and lenders, beyond what they would expect. This is about exceeding the expectations of everyone who comes into contact with your business. Every business owner should be assessing how they can do this, to remain competitive. 2. The model will be operated by people with the lowest possible level of skill. While there may be some areas of your business where only people with particular qualifications can work (such as seeing patients), this is about making the business function so that these people are supported to give their best. Streamline all business processes so that they are quick and simple to navigate. 3. The model will stand out as a place of impeccable order. People crave order. This goes for employees and customers. A business that appears to know exactly what they’re doing gives a good impression. Environments that have been well planned, increase the satisfaction of those within them. 4. All work in the model will be documented in operations manuals. Having business models well documented provides structure for employees new and old. It provides confidence that there is a logic to what they are being asked to do, and that it has been thought out. This is the ‘How-to-do-it’ guide that lets people understand the why, and how of your business operations. It should be clear and communicated meaningfully to those in the business. 5. The model will provide a uniformly predictable service to the customer. A business shouldn’t just appear orderly, it should also conduct itself in an orderly manner. It matters to patients to have an expectation of what the process will be each time they visit. For many people visiting health and wellness businesses, anxiety can already be high so maintaining consistency is extra important. It doesn’t matter what it is you’re doing, but each time a patient visits you should guide them through the same process each time. This is reassuring. 6. The model will utilise a uniform colour, dress and facilities code. Psychology tells us that images, colours and other aspects of the physical environment of consumers and patients has an impact on them. The appearance of your business when it comes to decor, and employee dress code is significant. Research what has been proven to be the most effective for your ideal client and package your business accordingly.
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Developing your business is an ongoing process that requires intentional effort. There are three stages worth considering if you’re wanting to see your business grow.
1. Innovation Wondering what the difference is between creativity and innovation? As Theodore Levitt is quoted as saying ‘Creativity thinks up new things. Innovation does new things.’ Innovation keeps asking ‘what is getting in the way of my patients getting what they came to my business for?’ Innovation takes the point of view of your patient, or clients. It seeks to solve their problems and make accessing your service easier. Easier for yourself, your employees and the patient. In a world with plenty of competition, innovation can mean the difference between a patient choosing your services, over another. When it’s easier to access your service, you’re automatically above the competition. It’s easier for patients to visit your business and receive care. Which ultimately means more money in your pocket at the end of the day. Developing innovation takes effort, but it’s worth it. Keep asking ‘What’s the best way to do this?’. Consider how you can simplify processes in your business, and/or establish your individuality as a business. If you can build a culture of innovation in your small business you’ll be on your way to producing the results you’ve been looking for. But innovation cannot exist by itself. 2. Quantification Quantification makes innovation effective. It’s how you can see if the changes you’re making are effective, or if your time and resources could be better spent elsewhere. This is about taking stock of the facts of your business before, and after you implement changes. But where do you start? A great place to start is to quantify your business. That is, put numbers to every aspect of your business.
These are just a few examples of questions that can be helpful to ask. It can feel like a bit of a waste of time writing these figures down. But by having an accurate read on your business you’ll be able to notice changes, even if they’re small, and attribute them to the change you’ve made. This can help you figure out if it was worth it to make your online booking system more efficient, for example. It may be helpful to do a regular audit of the quantifiable aspects of your business. This can help you to keep an eye on the way your business is trending and consider what is most effective for your situation. 3. Orchestration Once you’ve brought innovation into your business, and quantified the effect it’s had, it’s time to ‘orchestrate’. That is, if you know that what you’ve begun trialling is having a positive effect, it’s time to make it standard across your business. The E-Myth Revisited gives the example of salespeople having greater sales when they wear a blue suit, as opposed to a brown. Once they know that this is effective, there’s no point continuing on with wearing a brown suit. Wear blue for every sale. In the above example, we see that once we’re aware of a positive impact from our innovation, it’s time to eliminate the option of choosing the less effective way of doing things. This is how you establish the way your business does things. By having a ‘set way’ that things are done, your patients can expect that they will have the same experience each time. This may mean offering training to your staff on your welcoming process or shifting to an online booking system completely. Having established processes provides staff and patients with reassurance each time they come into contact with your business. Does orchestration mean that you stick with your innovation forever? No. It doesn’t. This process is one that places emphasis on development. Only stick with what you’ve put in place for as long as it’s working. If it begins to not have the results you’d like (which you’ll be able to see early on, because of quantification), it’s time to start this three-step process over.
With these three steps, you’ll be able to put in place a dynamic attitude towards doing business. One that will hold you in good stead to continue to review the best ways of doing business, see their results, and implement them more broadly. Imagine your business is being sold, but only if it works. Imagine if your business worked without a lot of effort, and worked without you personally needing to put in that effort. It’d be a pretty cool situation, right?
That situation is possibly what attracted you to starting your own business. The freedom, the ability to have your own business and be your own boss. Any prospective seller would be impressed. Sounds like a pipe dream? It’s not. With a business development strategy, this dream could be your business reality. Here are the seven steps involved:
Have you thought about the 7 steps before? Which do you find the most challenging? Medical and allied health practitioners are often reluctant to work with alternative health practitioners because traditionally they stem from different world views and many of the practices that are offered by alternative health practitioners don’t meet the evidence threshold.
That being said, more and more of these practices are beginning to be validated by the literature and often the consumer places a high value on the experience of their practice, even if the benefit is a placebo. If you're considering working with alternative health practitioners, here are some of the benefits. 1. Referrals - more work! It shouldn't come as a surprise, but working with other professionals in the health and wellness industry can lead to more work. How? Working alongside others, or referring to other practitioners strengthens your connection to those professionals. When you have a strong connection between your business and other health practitioners, mutual benefit is often the result. You may find that you gain an increase in referral to your own service from those professionals you have gotten to know. Take advantage of opportunities to meet others in different fields from your own. Attend conferences, engage with others on LinkedIn and other online platforms. Get to know the other healthcare services located around you, and learn where they might fit in the services you currently offer. Introduce yourself. A little can go a long way! 2. Increased marketing opportunities Give your business increased exposure by establishing a connection with a like-minded business. Oftentimes, these connections will allow you to have a marketing presence alongside their own. It might be a flyer in a waiting room, or a link to your website. Regardless of form, this is a new opportunity for clients to discover your business through one they already have trust in. That trust will be extended to yourself as a result of the endorsement of who you’re connected to. Expand who your business is reaching by working alongside those who share your vision within the industry. You’ll both reap the benefits! 3. Add to your services to meet demand Consumer demand for alternative and complementary health services is at a high. Thanks to the internet, consumers now have greater awareness of what services and treatment are available to them. While it’s impossible to meet the demands of all clients, you have the opportunity to assist your client. Help them to identify a practitioner who can offer a service you don’t currently offer. This meets the needs of clients who otherwise may become dissatisfied. 4. Focus on your businesses value There is no need to feel as though you need to offer every service yourself. By collaborating with other professionals, you are able to focus on what you do offer. By specializing you are able to offer value to your clients. You don’t have to be a jack of all trades. It’s often better to focus on what you want to offer and excel in that area. Become an expert on your service and consumers will recognize your value and trust your business. Use your network of alternative health practitioners to cover those services that clients would like. Even if you can’t perform the service for them personally, your client will appreciate your knowledge and helpfulness in directing them to someone who can. 5. Develop a holistic approach to health and wellness Working with other health and wellness professionals recognises the complexity of human health and wellness. Clients now, more than ever, are interested in exploring what alternative health has to offer them. Through collaborating with alternative health professionals you are able to assist consumers in exploring the diverse range of treatment available. Guide them as they attempt to discern from the wealth of information online, what is most appropriate for their needs. 6. Shared goals across healthcare Regardless of the method, all health practitioners aim to treat the range of health and wellbeing needs of their patients. While the method may change between healthcare professionals, the goal is the same.Collaborating with alternative health practitioners fosters a sense of unity and collaboration in patient care. It also enables a broader conversation between parties that have traditionally been opposed.Support the education and care of patients by engaging with a broad range of health professionals. 7. Learn new skills Working with others is an opportunity for growth. Expose yourself, and your business, to new ideas and practices. You never know what you might learn! Whether its a new technique, or an invoicing program - being on good terms with those in your industry allows you growth on a personal and professional level. 8. Complementary medicine - using the benefits of all methods There may be advantages to the combined use of different healthcare approaches. Your clients may benefit from an alternative health care service that you do not offer. Identify these areas and find professionals you trust to assist you in providing the best care possible to your clients. 9. Be in the loop There may not yet be evidence for some treatments, but that’s not to say it will be developed. Referring cautiously can be great advantage. Consumers will appreciate your openness to new ideas and methods of promoting health that will benefit them. By engaging with alternative health practitioners you have access to a broad range of ideas and research. While it’s important to still evaluate carefully, you have the opportunity to talk with professionals and develop new approaches to healthcare. Engage in a meaningful conversation and grow the reputation of your business as one that is on the cutting edge of healthcare. 10. Save yourself time. Trying to offer every service your clients are interested in is exhausting, and time-consuming. There will always be something new, or something different you could be offering. Save yourself the time and effort needed to deliver some services by utilizing the professional expertise of others. You’ll save time, as well as your money, by focusing your efforts into the core services of your business. 11. Be a part of a community Working with a diverse range of health and wellness practitioners offers the opportunity to be a part of a community. Engage with others who are just as excited about health and wellness as you are. Have a voice in the alternative health space by working alongside those who work in the industry. Your business, practice, and clients will thank you. A study of health service managers has confirmed the benefits of including alternative and complementary health practices within your business. The study found that integrating alternative health practices is believed to broaden patient access to services, fill gaps in existing healthcare, and treat the patient as a whole person. Alternative health practitioners who focus on chronic pain, psychological trauma, and chronic disease management, in particular, have been working alongside traditional health professionals for some time. It is well worth considering how alternative health practitioners can assist your business to grow! Building an alternative health empire can be a challenge. Everyone seems to have advice on how you can best succeed. It can be overwhelming and exhausting trawling through all that info. So we’ve done the hard work for you. Here’s some of the best advice we’ve found online for building your health empire.
Use Your Online Platforms Don’t know what we mean by online platform? That’s okay, all empires start somewhere. Let’s run over the basics.
When it comes to online platforms, the sheer number of potential strategies you could implement can feel overwhelming. Rather than feeling like it’s all too hard, consider what you already have in place and focus there. Maybe you already have a website - consider updating it or looking at new ways you could use the site. Tackle one area at a time, and focus on getting it right - rather than doing everything. If you have the money, some businesses find it worthwhile investing in a social media manager. But even if that’s not an option there are some great apps available to help you manage your businesses online presence. Tailwind and Preview are two options to consider. Consider your existing client base Growing your practice into an alternative health empire starts small. Look at the clients you have already attracted thus far. Consider ways you can further assist these clients. Increase loyalty and value for consumers who are already invested in accessing your services and or products.
Streamline where possible Don’t get weighed down by marketing and administrative duties. Wherever possible, streamline these activities. Though they’re necessary for your business, they take up valuable time. You could spend that time strategising and exploring options for growth.
Build a community around your business Alternative health businesses that have a flourishing community around them are well-positioned for success. Why? Greater access to support, referrals and the ability to retain customers.
Educate yourself Building an empire in alternative health isn’t easy. It’s an industry that is developing quickly. Therefore, it’s important that you stay on top of the latest technology and practice developments in your field. Stay connected to what’s happening in your industry. This will help you to respond and adapt to changes as they arise. Continuing to educate yourself will also allow you to become an expert in your field, as your knowledge base continues to grow. Here are some of our suggestions to help you educate yourself on an ongoing basis. You can also educate yourself when it comes to developing your business and practice. Evaluate and attempt advice from other successful people in the alternative health/CAM field.
Want to read more on this topic? https://healthtransformer.co/seven-strategies-for-health-entrepreneurs-to-adapt-to-a-covid-world-ca17e48452c6 So you want to start an alternative health business, but you don’t know where to start? No problem! At Wellshare, we love supporting practitioners at all stages grow their health business - including beginners. We’ve put together this guide to help you start your alternative health business from the very beginning!
1. Research You probably expected this one. I mean, that’s why you’re reading this article right? You’re off to a good start. Research is vital before you start any business. Why? Good research prepares you and helps you equip yourself to give your business the best chance at success. Take your time to learn about what starting your own business will involve. We’ve outlined a few things below that it’s important to ensure you’ve researched before you open your doors.
It may be worthwhile in this stage to consider talking with someone who has experience running a successful business in your industry. Ask questions, and learn from their successes and mistakes. Remember, even the most successful businesses had to start somewhere. Don’t be afraid to ask for help. 2. Business Plan Use your research to develop a business plan. This is a document that will be helpful for you to refer. It’s a way for you to formalise how you’re going to go about your business. It often includes strategies for marketing, pricing structures and measurable ways you can track the success of your business. Often, this is the type of document banks want to see before they give you a loan. It shows that you’ve researched and that you’re serious about succeeding in your business. It can also just be helpful to get ideas out of your head and onto paper. 3. Business Name and Strategy Your business name is important. It’s what people will associate with your services on an ongoing basis. Try not to put too much pressure on yourself in this stage. It may feel scary, but it’s exciting too! Your business strategy refers to the type of ‘brand’ you want to create around your business. This involves thinking about lots of the visual elements, as well as the style of written communication of your business. Logos, colour, ‘tone’. Deciding this now will make for more effective marketing later on. Here are a few things to consider when it comes to naming your business:
A few things to consider when it comes to your brand strategy:
4. Permit Time! It’s time to get your permits, insurance and finances in order. Some businesses might need to apply for a loan or fundraise to get up and running. Get your financials, insurances, permits and qualifications in order so that all the administrative duties of beginning are taken care of. 5. Location, Location, Location Your location is often vital to your success. Now that all your documents and finances are in order, you’re in a great position to find your location. Great locations often go fast, so it’s good to have everything in order early on in your search. Take some time and find the right space for your business. There are a wide range of possibilities for location and rental options.
6. Staffing Every business will vary with the amount of staffing it requires. If you’re venturing out on your own - you can skip this step! But if you’re not, now is the time to organise your staffing. Consider what roles you don’t want to perform yourself, and what your budget can afford.
7. Plan Your Launch So you’ve got everything now, except the clients. Start your business off well by planning how you will lead up to the launch of your business. Utilise social media and concentrate your marketing efforts around this date. Start your business off well, with a launch. What does this mean? Build excitement in people around the time you’ll be opening. A month to two weeks beforehand is usually a good time frame. People are often curious about new businesses, so harness that curiosity and gain some clients. Create count downs to open day, or your website launch on social media. Get people talking. Consider how you might incentivise clients to try your product or services around the time of your business launch. An introductory offer is often a great way to do this. 8. Take off You’ve done all the prep work - now it’s time to get to business! Remember to take a moment and appreciate this moment. You’ve worked hard to get here. Looking to find a new home for your practice? Many health practitioners are making the shift to rental rooms because of the affordability, great locations available, and convenience.
There’s a huge range of health co-working spaces available around the place. Knowing which space is right for your business can be challenging. If you’re feeling overwhelmed on how to find the right space for your practice - we can help! 1. Google Chances are you’ve likely already done this one and may have become overwhelmed by the number of results you got back. Narrow down your search by ensuring you add your location and one of your primary reasons for looking for a room for rent. For example: ‘Affordable medical rooms for rent in Sydney’ will be more specific than ‘medical rooms for rent’. You’ll still probably get a lot of results, and sifting through them can be tiring. If you find this the case, check out our other tips. 2. Use your network Do you know any health professionals who’ve used a full-time room for rent? Ask them about their experience. You may find they’re able to recommend somewhere for you to check out, or give you an idea of red flags to watch out for. The advice of others in our health practitioners’ network is valuable. Don’t be afraid to ask around, you may be surprised at how quickly you find your dream space. 3. Look close to home By narrowing your search to rentals that are close to home you’ll likely be more satisfied with your rental in the longer term. This is particularly important if you’re looking for a full-time medical room to let. Keep your eye out in the town and city around you. Chances are there will be physical advertising for the space you’re looking for. 4. The classifieds Yes, it’s a traditional method, but one not to be overlooked. Classifieds (either online or in print) can be a great way to find yourself an affordable full-time rental. Check in publications specific to the health industry for the most relevant advertisements. 5. Social Media This tip is partly connected to our previous one, as you can connect and ask those in your network via Social Media where they’re working from. Social media is also where many modern health rental rooms are advertised. Choose your social media intentionally, as some may be far more effective than others. Those targeted at professionals such as LinkedIn would be our first port of call. Why? Because good businesses with rooms to rent know that LinkedIn is where many healthcare providers are. By searching for rooms to rent on media platforms you automatically increase the chances that those renting the room to you have a good understanding of marketing. This can be vital for a full-time room hire as many rental agreements include a level of advertising. If a business renting a room is able to market themselves well, they’ll likely be able to help you do the same. Are you a health practitioner looking for a full-time room to rent? Wellshare has a wide range of rooms available to lease for health practitioners. Speak to our friendly team today and book a tour. There are a number of reasons you may be considering working for yourself. Tired of the 9-5 grind? Or has your practice has grown enough that you’re considering striking out on your own? Regardless of the reason, we know that making the leap between being an employee, and being your own boss is equal parts exciting and scary.
In today’s post, we’ll be sharing a few of our top tips to help you make the shift. Take an honest look at your finances It may be tempting to pull the pin on your current job, but we’d suggest taking a moment to consider your financial situation before you do. If you’ve decided to work for yourself, it’s a good idea to have a financial ‘cushion’ to land on. When you leave your job, much of the financial security and assured income is now gone. By having some money saved up, you’ll be able to provide for your living expenses and new business expenses until you get up and running. Have a financial plan for your own business, including how you’ll cover business expenses and taxes. How will you cover your wage if you become sick? These are things someone else will have done for you previously, but now you’re on your own it’s up to you. Reduce your stress, by having a plan. This step can be one of the hardest, as you may find you are not financially ready at this moment to make the leap to self-employment. That’s okay. You can make a plan, and take steps towards your goal. Alternatively, you may find that your finances mean that you are ready. In that case, what are you waiting for? Get the word out You’re excited, you’ve opened the doors to your new practice. But how will your clients know? Give yourself and your new business the best chance at success and get the word out that you’ve launched. Utilise what you have at hand to market your new business. Consider social media strategies, traditional marketing, and networking. Maintain these connections to grow your client base. Building a positive community around your practice is one of the best ways to grow your business. Network with others in your industry and maintain good client relationships. Referrals and positive reputation can do wonders for a business just starting out. Depending on your budget, your strategy for marketing will vary. Consider what will be the best strategy for your service by taking a look at your competition. What are they doing that seems to be working well? Set a work schedule When you’re just starting out on your own, the amount of work to be done can feel overwhelming. Protect your mental health and set up healthy habits that will help your business to be sustainable. When you work for someone else, your hours are determined for you. The freedom of setting your own hours is one of the most popular reasons people go into business for themselves. However, don’t allow yourself to become consumed by your business. Set work hours for yourself to ensure productive time, as well as maintain a good life/work balance. Setting specific ‘work hours’ also allows you to more easily track how your time and finances are being impacted by your habits. Your ‘work hours’ can be flexible, some people find it helpful to dedicate a set number of hours a week and fit them in when it suits. Others prefer to have dedicated ‘workdays’. Find the balance that works best for you and your practice. Have the space to grow your practice Where will your business be located? What space do you need to see success? Working for yourself you’ll likely not have access to the spaces you did when you were employed by someone else. Research what spaces are available that would suit your business. Do you need office space? A therapy room? Consider what you’ll need in your space, and begin researching with these factors in mind. There is a wide range of spaces available to rent. You may like to consider a short-term lease, or even renting rooms by the day or hour as you determine what space best meets you and your clients’ needs. Wellshare has a wide range of health rooms available for rent with both day and hourly packages available. If you’re a health or wellness professional looking to launch your own practice, you’ve come to the right place. Ultimately, your space needs to be sized correctly for the practice you’ll be conducting in it. Other factors such as accessibility, location, and amenities are also important. It takes time Growing your business takes time. Don’t expect to see overwhelming success in your first few weeks or even months of business. You’ll be doing a lot of learning (and possibly making mistakes along the way) as you navigate your new business. Be patient with yourself and continue to take steps to grow your business. Persevere and experience the rewards that will come from your hard work. Find your support system Making the transition from traditional employment to self-employment can be very stressful. Connect with those around you who can offer personal, and professional support. Not sure where to begin? Attend both in person or online networking events with other entrepreneurs in your industry. Sharing experiences and advice can be motivating and encouraging. Starting to work for yourself doesn’t have to be isolating. If you’re used to working in a team or in close contact with other professionals, consider joining a co-working space. Working alongside other motivated practitioners can provide support when you need it most. At Wellshare we pride ourselves on providing more than just medical rooms for rent (though we do that too!). We provide opportunities for those using our space to engage with a broader community. To have a voice and become inspired in their industry to achieve greater success. Convinced to take the leap? Let Wellshare help. A company and a practice are the same thing, right? But there are more differences between a company and a practice than just using different words.
Practice vs. company A practice relies on a client, exchanging money in return for a service from a practitioner. It’s an ongoing exchange dependant on the practitioners and the level of quality of their service. This is often how businesses in the medical profession are defined. Other professions that are dependent on individual skill levels, such as coaches and writers could also fall under this category. A ‘company’ on the other hand, is not dependent necessarily on the sale of a particular skill set of a practitioner, or group of practitioners. It is focused instead, often on the sale of a product. It doesn’t rely on individuals, but on the established practices and systems within the company for success. In essence, a successful company can continue to operate and provide a profit regardless of the individual at the helm (depending on how well they follow the established protocols of the business of course). Building a practice Because of the individualized focus of practice, your success is determined by the growth and investment on an individual level. What your practice needs to grow will differ, even from those within your industry. Investment in people and their skills are vital to building a successful practice. Consider personal development opportunities in light of the future benefits they will reap for your business. Your reputation as a health and wellness practitioner is a valuable asset to your business. A practice is something you as an individual are able to take with you, and it’s often the factor that makes many businesses truly successful. It’s that intangible quality that you personally, and professionally offer users of your service. It’s extremely difficult to put a price on the value of this. Building a company A successful company is able to use generally established practices of business to make savvy economical decisions. Marketing and other financial components to your business are able to be easily learned from other successful businesses in your industry. A company establishes protocols that ensure the smooth running of the business, to the economic benefit of all. Many of these principles will be useful for you to consider, but may not always apply. Do I have a practice or a company? If you’re starting your own business, or you’ve been operating for a while, it can be useful to gain an understanding of how you’re operating. Practices and companies have different strategies for success. Knowing what category your business falls under will help you apply the best strategies for success. Discover how your business is operating. Is it a practice or a company? Consider if you’re applying the correct success strategies for your business. Adjust accordingly. Start-up costs Aside from equipment needed for medical services, practices generally have lower start-up fees than a company. A company requires a larger team, and a bigger financial investment in product, marketing, and facilities. Do you have a product you’re selling? Is your team large or small? If you’re a small team, relying on what you provide as a service, chances are you’ve got practice. Could it be easily sold? The financial viability of companies is often able to be easily detected, as it is not reliant on individual people and their skillset for success. By contrast, practice is often harder to get an accurate valuation of because its worth is tied up with the individuals in the business. You can identify unique skills or ‘expert’ status in people in your business? This is what primarily brings value to your business. you’ve got practice. If your business is independently successful, regardless of the skillset of those involved, it sounds like a company. Knowing if your business is a practice or a company will help you navigate the plethora of advice out there for businesses. Practices place greater emphasis, by necessity on the individuals within them, to ensure financial viability. Once upon a time, there were doctors and patients. The dynamic was straightforward and expectations around services were clear and manageable for GPs to manage. Today, technological advances and cultural practices have meant that patient behaviour has changed. Does healthcare have patients or consumers?
The answer, as is often the case, isn’t straightforward. Healthcare and patients Traditionally, people would attend an appointment with their healthcare provider, receive a diagnosis and treatment. This would generally be accepted and compliance with ‘doctor’s orders’ was highly regarded. This is the typical ‘patient’ behaviour. Treatment is viewed by the receiver as authoritative and their expectations are that the healthcare professional they’re seeing knows best. People viewed control of their health as being predominantly in the hands of their health practitioner. Today there’s been a shift from this traditional dynamic Healthcare and consumers Today, people often desire greater control over their health, and their experience when receiving care from professionals in the health industry. Behaviour is shifting from that of the more passive ‘patient’ to that of the active ‘healthcare consumer’. What does this mean? Thanks to the internet, many patients are more educated, or at least more aware of alternative healthcare options available to them. This means competition is fierce for providing care to people. If individuals aren’t satisfied with the level of care they’re receiving, it’s simply a matter of Googling what other doctors are available in their area. This ease of access has, in many cases, led to a shift in expectations of people in the overall experience of their healthcare. Long wait times, lack of available price lists, difficulty in obtaining appointment times can all contribute to people switching healthcare providers. Patients no longer just want healthcare, they want convenience when receiving it. While patients primary concern is still their healthcare, they have adopted many consumer attitudes from elsewhere in contemporary culture. Millennial clients in particular desire to have healthcare provision quicker. This could be due to the impact of the ‘now’ attitude of many people. Instantaneous access to many services is now possible thanks to the smartphone, in clients minds - why is healthcare any different? What does this mean for health and wellness professionals? Health and wellness professionals need to ensure that they are providing both quality services and a quality overall experience for patients. Maintaining a patient list is no longer a matter of just ensuring the health of patients is well managed (though of course, that is vital!). Professionals in addition to providing excellent healthcare need to be open to discussing more healthcare options with patients and providing a convenient experience as possible. This may mean considering areas where your service could be improved. Patients value convenience and transparency as they receive care. Although they are still a patient, they have adopted consumer attitudes as a result of technological and cultural changes. If practitioners want to stand out from the competition, it’s important to respond to the expectations of their clients. Helpful questions to ask include:
Learning more about client behaviours and attitudes toward healthcare will help you to grow your business. By educating yourself you’ll be best equipped to respond proactively to the needs of your patients and their consumer attitudes. This will also give you an edge over the competition! Want to read more on this topic? Here’s a few more articles on this topic you might like to to read: https://www2.deloitte.com/content/dam/Deloitte/us/Documents/life-sciences-health-care/us-lshc-cx-survey-pov-provider-paper.pdf https://home.kpmg/au/en/home/insights/2018/01/healthcare-and-the-new-consumer.html |