Medical Practice Management Books, Journals and Articles for Physicians, Practice Administrators and Doctors' Office Managers

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Putting Patients First: A Novel Patient-Centered Model for Medical Enterprise Success

Putting Patients First: A Novel Patient-Centered Model for Medical Enterprise Success


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Naveen Dhawan, MBA
 
This article introduces a new way of viewing patient-customers. It encourages a greater emphasis on patients’ needs and the importance of considering dimensions of the patient experience to better serve them. It also draws from examples in the general business world as they can be applied to medical enterprises. The author introduces a model that directs all business activities toward the end consumer with an underlying guidance by patient needs. A business is advised to understand its customer, design a patient-directed vision, and focus on creating a unique customer experience. The article delineates key action items for physicians and administrators that will allow them to better meet their patient-customers’ needs and develop loyalty. By practicing a patient-centered approach and following these guidelines, one may ensure greater success of the medical enterprise.