What aspects of a patient’s treatment matter most? For many, healthcare providers (HCPs) make a significant impact on how a person feels about their overall care plan; a positive HCP-patient relationship can help a person feel in control of their health and more prepared for the journey ahead, while a less than ideal HCP-patient relationship can lead to unanswered questions and increased anxiety.
How can HCP-patient relationships be enhanced? Do an individual’s feelings about their HCP feed into other aspects of their care? To find out what a “good doctor” really means for people living with chronic conditions, Health Union conducted a survey focused on HCP satisfaction (n=3,339, representative of 19 online health communities) – which shed light on what works for patients, what doesn’t, and what it all means for the healthcare industry.
The Four ‘Cs’ of Satisfaction: Care, Compassion, Communication, Control
At a high level, survey results show that there are Four ‘Cs’ that impact HCP satisfaction, which are all inter-related: when an HCP exhibits genuine caring and compassion, and communicates effectively, patients feel in control of their care plan, which leads to higher satisfaction ratings.
Factors related to caring and compassion were leading indicators of satisfaction, and include caring about the impact of the patient’s condition on their overall physical health; listening to concerns; answering questions; taking time with a patient; and being personable or humble.
“Thorough” HCP communication also leads to heightened satisfaction. “Thoroughness” is loosely defined as a combination of compatibility, accessibility and technology, plus a deep understanding of the patient and expertise in their condition. When a patient feels their HCP is thorough, they are more likely to continue seeing the HCP and feel more in control of their condition as a result of their overall treatment plan.
For a full analysis of survey results, view Health Union’s white paper on HCP satisfaction.
HCP Satisfaction as the 5th Dimension in Treatment Decisions
Because higher ratings of HCP satisfaction and perceived control of a person’s condition were so closely related, the Four ‘Cs’ may offer insight into the multi-dimensional factors that truly impact patients’ feelings of control when it comes to treatment.
Safety, efficacy, tolerability and cost are often top of mind for both patients and professionals in regards to treatment decisions; however, it’s important to recognize that characteristics of HCP interactions related to care, compassion and communication have the potential to lead to even greater satisfaction not just with and individual’s doctor, but with their overall care plan. This knowledge can have a whole host of implications, including improved health outcomes.
For pharma – and healthcare as a whole – Health Union’s online health communities offer various opportunities that can help you make an impact on patients when and where it really matters.
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