- Consumer focus group participant
For consumers, health care is no ordinary good or service. It's personal. It's life changing. And unlike with other goods and services, consumers rarely consider price because they aren't usually the ones paying for it.
Consumers define “getting good value” from providers as receiving care that is patient-centered and that demonstrates high technical proficiency.
AF4Q communities work on projects that promote patient-centered care, such as establishing partnerships between patients and providers, including patient and families in decision-making, and implementing surveys to evaluate consumers’ health care experiences. Consumers value communication and other aspects of the provider-patient relationship.
Consumers say good-value care occurs when a provider:
• Takes time during the appointment. Consumers feel they have received good value when their provider does not rush them, and instead takes time to answer questions and address the consumer's needs.
• Is easily accessible. Consumers feel they get good value when a provider is easily reachable, available for appointments on short notice, and conveniently located. Short wait times and personal attention (e.g., they see the doctor rather than the physicians‘ assistant) also signal good value.
• Communicates well. When providers are responsive to patient needs, listen well, and exhibit good bedside manner, consumers feel they receive good value.
• Demonstrates knowledge and technical proficiency. Consumers feel they receive good value when they have a doctor who seems knowledgeable, knows the patient's medical history, has good credentials and training, and provides proper follow-up.