Patients value communication that helps them better understand their vision benefits, according to focalCenter Insights’ Key Drivers of the Patient Experience report. Specifically, help understanding how to use the plan was repeatedly mentioned by respondents, as was the value of having clear information on costs, savings and benefits.
What we can learn from the focalCenter Insights’ Key Drivers of the Patient Experience report is that patients want us help them understand how to use their vision benefits with respect to costs, savings and benefits. Embrace this by creating a plan of how to best present this information.
A major issue with vision benefits is how it is presented to the patient. If vision benefits are presented as “let’s see what your vision plan covers,” then the patient often makes the statement, “I only want what the plan covers.” If vision benefits are presented as “let’s see what your vision plan contributes,” then the patient has a different perspective. Covers versus Contributes. Does it really matter? Yes, words do make a difference. Clearly communicate exactly what you want your patients to understand.
Our action plan this week is to have a staff meeting to create a system for the practice to present vision benefits to our patients in the most effective way to help patients to get out of the “I only want what the plan covers” box and instead understand the true function of vision benefits which is to contribute to the overall plan that helps the patient improve their quality of life at home, school, work and play.
