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How Humanizing Healthcare Enables Future Health Plan Success


April 28, 2022 – For health plans to become genuine advocates for their members, they must prioritize approaches that humanize the healthcare experience for consumers and address head-on the negative emotions that impact the ability of individuals to make smart, well-informed decisions about their care.

An individual’s healthcare experience is deeply personal and highly emotional. Rather than being linear, a person’s healthcare journey is full of highs and lows depending on health status and outcomes.

According to McConnell-Kennedy et al . (2017) , numerous emotional experiences “combine to form the basis of the patient’s health care journey,” and the more complex the journey, the greater the likelihood that these experiences “will play a part in weaving the fabric of the patient’s health care experience. “

The authors added that “risk factors or pressures from everyday life (e.g., financial stress, education levels, family structure and support)” are highly likely to “interact with trigger events to heighten the emotions experienced during an emotion episode.”

To deliver a truly consumer-focused experience, the healthcare industry must better manage patient emotions by humanizing interactions between stakeholders. In fact, providers are already engaged in efforts to educate clinicians about the importance of empathy and compassion in light of data […]

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