Why high-quality care is the bedrock of patient retention

Delivering high-quality care keeps your patients happy. It makes them less likely to search for another healthcare provider. But did you know exactly how much of an impact high-quality care has on patient retention?

In Tebra’s 5th annual Patient Perspectives report, 47% of patients say they left their usual practice due to poor experiences. On the flip side, 61% of patients say they stay with a provider because of excellent experiences with them. These findings emphasize how critical high-quality healthcare and strong provider-patient relationships are for patient retention.

Ahead, we’ll reveal some more enlightening report results to demonstrate how you can simultaneously improve both care quality and also patient retention rates. 

According to the Institute of Medicine (IOM), the framework for quality assessment includes the following 6 aims for the healthcare system:

Since 36% of patients are willing to give healthcare practices only one chance after an unpleasant experience, it’s clear that delivering high-quality care is crucial for patient retention and satisfaction. 

Retaining patients not only boosts a clinic’s reputation but also contributes significantly to its economic stability and growth. 

Here’s why else patient retention matters:

High-quality care directly influences a patient’s perception of value and trust in their healthcare provider. Online reviews, digital convenience, and virtual appointments increasingly influence patient decision-making and loyalty. 

For example, in Tebra’s 2024 annual Patient Perspectives report, 62% (the top answer) of respondents state that positive online reviews are extremely important. This cycle of trust attracts new patients and helps retain existing ones.

Many patients carefully analyze several reviews before making a decision. In fact, 37% of patients read between 6-10 reviews. Consistently delivering quality care is crucial for gathering favorable testimonials that reinforce your practice’s credibility.

The following are the vital aspects of high-quality care that help your patient retention rates:

Personalization involves understanding the unique circumstances and health goals of each patient. This allows your healthcare team to tailor their interventions more effectively. Patients who experience treatments being adapted to their specific needs are more likely to feel valued and continue their care.

From the first encounter to the last, patients should always feel valued. Many arrive feeling unwell or anxious, so every interaction — whether online, over the phone, at the front desk, or with medical staff — should be clear and compassionate.

Here’s a quick checklist to ensure your website is accommodating and welcoming: 

Tebra can help your practice create a customized, high-functioning website optimized for growth and for todays' patients' needs. Personalized and compassionate interactions are all about being hyper-aware of patients’ needs and responding accordingly.

Whether it's the initial consultation, follow-up visits, or interactions with administrative staff, patients must feel they are receiving reliable and consistent attention each time. 

Consistency involves maintaining accurate medical records, providing coherent communication, and ensuring a seamless experience across various touchpoints. These include in-person, virtual, and over-the-phone interactions. This approach reassures patients that their well-being is a top priority and encourages them to stay with their healthcare provider over the long term.

Proactively reaching out after treatments, surgeries, or procedures shows that your healthcare practice is invested in patient outcomes. Personalized follow-up calls, messages, or surveys reinforce care continuity and make patients feel valued.

The patients of today expect healthcare services that fit into their busy lives. 

Practices that offer extended hours, multiple locations, and virtual care options significantly enhance accessibility and convenience. Tebra research reveals that 64% of patients prefer virtual appointments for follow ups and check-ins that don′t need physical examination.

Actively listening to patients and providing efficient appointment scheduling, minimal waiting times, and telehealth services enable patients to receive care when and how they prefer. This flexibility increases patient satisfaction and retention, as well as ensuring that they can access high-quality treatment without unnecessary delays or inconvenience.

Integrating advanced technologies into care management can greatly improve patient outcomes and engagement. Tebra’s 2024 annual Patient Perspectives report found that 42% of patients prefer to book their appointments either online or through a patient portal. 69% of patients prefer to receive digital reminders for their appointments. 

Electronic health records (EHRs), remote patient monitoring, and digital appointment systems allow your practice to monitor patient progress closely and streamline administrative tasks. These tools help your healthcare team communicate more effectively and personalize treatment plans based on accurate data. 

As a result, patients experience better-coordinated care, greater transparency, and an overall smoother healthcare journey. 

Patient feedback is invaluable for analyzing your care delivery and enhancing retention. 

Surveys, reviews, and direct communication can reveal gaps in service, unaddressed patient concerns, and opportunities for improvement. Use this valuable data to adapt services, train staff, and implement new technologies that match patient preferences. 

Demonstrating responsiveness to feedback shows a commitment to high-quality care. It also creates a more personalized, patient-centered environment that encourages long-term loyalty.

Retention metrics can vary wildly, and ultimately can be aligned with your practice’s definition of success.

Some key questions to ask include:

Here are some common measurable KPIs:

Patient satisfaction scores: Feedback from surveys and reviews provides direct insight into patient perceptions of care quality, communication, and overall experience.

Average patient visit frequency: Tracking how often patients return for follow-ups or routine visits helps assess the appropriateness of scheduling practices and appointment reminders.

No-show rate: The number of missed appointments can reveal issues with scheduling convenience, patient communication, or follow-up strategies.

Referral rate: A high percentage of new patients coming through referrals from existing patients suggests strong satisfaction and loyalty.

Net promoter score (NPS): This metric gauges patient willingness to recommend a practice to others.

Revenue per patient: Evaluating the revenue generated per patient over time can highlight a practice's economic sustainability and efficiency.

Analyzing patient retention rates and establishing effective feedback loops are critical steps in understanding both how well your practice is performing and where you can make improvements.

Here's a breakdown of each component:

Patient retention rates: This metric provides a clear indication of how successfully your practice is keeping patients engaged. 

By tracking the percentage of patients returning over a specific time frame, you can identify trends and potential issues. A declining retention rate might indicate underlying challenges like inconsistent care, poor communication, or inconvenient scheduling. 

Feedback loops: These are mechanisms that allow practices to continuously collect, analyze, and act on patient input. 

Surveys, follow-up calls, and online reviews all serve as valuable tools to gauge patient satisfaction and gather actionable insights. This is another method of identifying patterns and addressing common concerns or areas for improvement. 

Independent practice owners and providers face unique challenges in delivering high-quality care while maintaining patient retention. 

However, by focusing on actionable steps that align with your specific practice needs, you can create a patient-centered environment that drives loyalty and growth.

A culture of excellence in patient care begins by clearly defining your practice’s core values. 

Identify and clearly communicate the core values that will guide every aspect of your patient care — from clinical procedures to administrative interactions. These values should emphasize empathy, safety, transparency, and patient empowerment.

Practice owners and senior staff should embody the principles of high-quality care. This involves actively listening to patients, being responsive to concerns, and ensuring consistent communication. By setting this example, leaders can influence the behavior and attitudes of the whole team.

Also emphasize the power of team collaboration. This means ensuring that every team member feels valued and heard. Encourage open communication among clinical and non-clinical staff to address challenges and share ideas for improvement for cohesive and patient-focused care.

Lastly, recognize successes. Celebrate achievements, both big and small, to reinforce a sense of accomplishment and encourage continuous improvement. Recognizing individual and team efforts builds morale and reinforces a culture of excellence.

Encouraging continuous learning among staff and standardizing care protocols can work to boost efficiency without sacrificing quality. 

Provide regular training and development opportunities that enable all team members to enhance their skills, adapt to changing healthcare needs, and remain motivated. Skilled and confident staff contribute significantly to a positive patient experience.

With these improvements, your practice can consistently meet patient needs while building a sustainable, patient-focused system.

When it comes to patient retention, high-quality care is the bedrock. 

Quality of care includes everything, from the care provided, to communications, to appointment availability. Patients define quality of care in terms of their treatment — from the time they schedule their first appointment to when their relationship with the healthcare provider ends. 

Results from our 5th Patient Perspectives report show how responsiveness and convenience in digital interactions is crucial for patients. Integrating smart electronic tools to streamline processes and enhance patient engagement will boost the provision of quality care delivery and foster patient retention.

To navigate the shifting landscape of patient expectations and maintain your excellent patient retention rates, learn what influences patient choices and behaviors in the 2024 Patient Perspectives report.