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4 Reasons Why Relationship-Building is Essential for Patient Retention

September 17, 2020 - by Parul Saini, Webmedy team

Doctors and care providers across the healthcare industry understand the impact of good relations with patients. A strong patient-provider relationship promotes cooperation and presents greater opportunities to learn about a patient's health requirements. Building and maintaining good relationships is just as important, now as ever before.

Think of it this way, modern healthcare patients are experiencing higher premiums, deductibles, and co-pays. As a result of this, they have taken the responsibility to make sure that the healthcare system they use gives then the highest value for their money. Now patients consider overall quality care, price, and customer services while choosing the Healthcare organization, they look for an organization that balances both money and value.

It's becoming increasingly vital that healthcare organizations concentrate on existing patient retention as it cost five times more to attract new customers than to hold an existing one. By establishing relationships with patients across the healthcare system, organizations can recognize opportunities to provide greater value throughout the patient's healthcare journey, helping create patients for life.

With this in the mind, here are the four reasons why keeping a good relationship with patients is important:

1. Good relationships lead to positive patients' experience

Patients who feel personally more connected with their healthcare provider experience more positive outcomes. Having a strong relationship with patients demonstrate the positive value that is above and beyond quality care and treatment. The more quality care a healthcare provider gives, the more they will differentiate from other competing healthcare providers.

2. Strong relationships promote patient satisfaction

According to a study of Consumer Health Care Priorities reported that What's important is the patient-provider relationship. It is the single most important hallmark of quality care.

Patients want to be sure their physician takes time to provide them the individual care they need and is providing them the care they expect. Within the healthcare industry, patients expect the same quality relationship with hospital staff as they are having with the doctor. Going further, patients expect those relationships to deliver the personalization that shows an organization has taken the time to understand their individual healthcare needs.

After all, patient satisfaction is a high-priority quality domain used to measure hospital performance, as patients are your customers, just like consumers of any other products they can and will take your business higher if they find out that you offer a better experience. Patient quality care is one of the fundamental dimensions of the healthcare industry.

3. Better Relationships help to optimize efforts

Healthcare marketing campaigns are complex, covering a wide range of touchpoints and channels to engage with consumers and retain existing patients along their healthcare journeys. Stronger relationships over the healthcare organization improve the likelihood that patients will engage with marketing efforts - the more engagements a campaign can make, the more analytics marketers can leverage to optimize the influence of campaigns. Simply put, promoting stronger relationships with patients is an investment toward more reliable healthcare marketing.

When patients feel satisfied and assured that the healthcare organization knows them and is working toward giving them the best health and wellness solutions, they'll want to communicate with the organization more often, thereby increasing the overall patient lifetime value.

4. Patients are involved in their care

Patients value more when they are involved with their provider while undergoing their treatment. And they wanted to be connected with other staff who are involved with their care plan. This involvement results in making informed decisions. When Healthcare provider attempts to build a better relationship with patients, there are two benefits:

  • First, the Physician can better understand the individual medical history and treatment requirement of individual patients and can better understand their care and needs options while allowing them to make well-informed decisions.

  • Second, better relationships improve the chances of an organization to bring patients into their healthcare decision making process. The more an organization can understand a patient, the more they can give them individual treatment, resources, and care plans. The stronger the relationship with the patient, the more possible these tailored resources and data will resonate and encourage retention efforts.


The modern healthcare industry knows that to remain profitable, they need the right customers and help them through their health and care journeys while offering the value that facilitates strong patient retention. With this in mind, maintaining good relationships across the healthcare ecosystem offers organizations more chances to give more positive experiences.

When given a choice, patients visit hospitals, which they assume will deliver the best practice and outcomes and they derive this knowledge from other patients through word of mouth and online reviews. Clinics that give close attentiveness to patient experience concerning overall care usually achieve higher financial gains and revenue growth because of a blend of best practices, modern technology, and forward-thinking patient interaction protocols.

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