There’s a new player in the healthcare space, and it’s got one focus: patient experience.
One Medical Group, located in cities such as Boston and NYC, was built from the ground up with the patient experience in mind. It is working to combat everything patients dislike, from long wait times to inconvenient appointments to uncomfortable waiting rooms to too little face time with doctors. One Medical Group has built a model that allows for day-of appointments that are on time, with longer appointments for the doctor and patient. And the office? It’s swanky and comfortable, like your most stylish friend’s living room.
So how did the organization have the means to set itself apart from other healthcare providers?
First off, One Medical Group’s doctors save money and time by making their technology work for them. Those typically present in a medical office — including medical assistants, nurse practitioners and billing resources — aren’t in the One Medical Group office at all. Instead, One Medical doctors email patients directly, utilize an online appointment portal and use other forms of technology like a triage app to get things done, according to an article from WGBH News. These time-saving technologies give patients and physicians direct contact, and allows for day-of appointments and longer meetings with physicians and patients. With nursing and clinician shortages, this infrastructure is one option for those looking for additional, efficient solutions to manage an influx of patients, especially when approaching health reform and for those considering accountable care models.
In addition, premium care comes at a premium price. One Medical Group stays afloat, in part, by charging its “members” a $200 annual fee, according to the article. Is the price worth the convenience? While it’s certainly not an affordable option for everyone, we’re willing to bet that One Medical Group’s patients would say the $200 yearly fee is well worth it.
So what can other healthcare organizations learn from One Medical Group, which feels more like a boutique hotel or spa than a hospital office? While this model isn’t feasible for some healthcare organizations, there are definitely elements of it that can be adapted by all: Make face time with patients count, make things convenient for patients by giving them easy options for scheduling appointments, make your technology work for you, and add amenities to cater to the patient experience.
Check out our infographic on easy amenities that you can adapt from other industries: