The Problem with Treating Air Ambulance Patients as Consumers
Lately, there's been a lot of talk in the healthcare industry about treating patients, including air ambulance patients, as consumers. In other words, patients are being encouraged to take a more active and informed role in their healthcare decisions, with medical professionals seen as providers who are selling a service.
What does that mean for an air ambulance provider like MedFlight911? More informed patients is a great goal – one we fully support. But as we move toward thinking of the patient as a consumer, it's also important to keep in mind that the patient is a person first, and a consumer second.
At MedFlight911, our patients are more than just clients – they're like family. From the moment a patient or family member calls and speaks with one of our air medical transport specialists, we put their needs first. Our job is to make the medical transport process straightforward, handling all the details so that our clients have less to worry about during an already stressful time.
Why is it important to realize that a patient is more than just a consumer? Consider this excerpt from an opinion piece by New York Times columnist Paul Krugman:
"Medical care, after all, is an area in which crucial decisions – life and death decisions – must be made. Yet making such decisions intelligently requires a vast amount of specialized knowledge. Furthermore, those decisions often must be made under conditions in which the patient is incapacitated, under severe stress, or needs action immediately, with no time for discussion, let alone comparison shopping."
At MedFlight911, we understand that patients and their families aren't in a position to act as if they were car shopping. They may be scared, stressed, and confused, and they need more than just medical transport – they need support from skilled professionals who they can trust. That's why we see ourselves as more than just an air medical transport service provider, and our clients as more than just consumers.
Take for example a patient we transported by air ambulance recently. She had been seriously injured in a car accident; the doctors at her current hospital had been able to treat and stabilize her but she had to be transferred to another facility to receive the specialized care she needed to fully recover. When her family contacted us to arrange a transport, they had many questions, and we worked closely with them to get them the answers they needed. At the same time, we also took the lead in communicating with both the departing and receiving facilities in order to ensure a smooth trip for the patient. We did everything we could to make the transport process as simple as possible, so that the patient and her family were able to concentrate on what really mattered to them – her recovery.
That kind of one-on-one, personalized service is at the core of the services MedFlight911 provides. When you choose to work with us, you’re getting more than just an air ambulance medical transport. You're also getting a relationship with people who will serve as your partner and advocate through the entire transport process. Our service begins with you.
You can find out more about MedFlight911's air ambulance services in our earlier blog posts, or go ahead and give us a call at 888-359-1911 or get a no-obligation transport quote here.