Assignment on Out of Pocket

Running Head: OOP 0
OUT-OF-POCKET
FEBRUARY 8, 2020
STUDENT
The U.S.

OOP 1
Table of Contents
Introduction............................................................................................................... 2
Issue discussion....................................................................................................... 2
Solution................................................................................................................. 5
Education........................................................................................................... 5
Improving collection.............................................................................................. 5
Effective communication........................................................................................ 6
Leveraging alternative care choices............................................................................... 6
Implementation of the solution.................................................................................... 7
References................................................................................................................ 9

OOP 2
Introduction
This assessment paper will discuss the customer Satisfaction and patient engagement
problems associated with Out of Pocket model in the United States. Customer satisfaction in
healthcare is directly associated with the quality services provided by healthcare provides to
the patients. For the growth and increased efficacy of services, it is essential to compete with
other organizations (Obama, 2016). Customer satisfaction provides an idea of the type of
healthcare services being provided in the healthcare setting. customer satisfaction recognized
as the growing aspect of the effectiveness of hospital care. Customer satisfaction is allowing
the patient to trust in the healthcare setting and they became loyal towards the organization.
An increased number of hospitals are now starting to pay attention to the customer
experience. Another important term associated with effective care is patient engagement.
When patients are informed about the treatment and related procedures, and involved in the
decision-making process and treatment process, they feel engaged and empowered. This
helps the patient to recover from the health issues quickly (Kupfer & Bond, 2012). When the
patient is engaged in the decision-making process, they feel cared and respected. Patient
engagement is defined as the concept that combines knowledge, skills, ability, and
willingness to handle his or her health and wellbeing with different interventions designed to
improve activation and endorse favorable patient behavior. Patient engagement is directly
linked to customer satisfaction. Patients who are not involved in the treatment process often
feel being neglected, lack of care, and anxiety. However, different healthcare settings are
focusing on these issues and implementing different policies and standards emphasizes
customer satisfaction and improve patient engagement in their care (Coulter, 2012). In this
particular report the issues associated with out of the pocket model, a potential solution to
solve the issues, and implementation will be discussed.
Issue discussion
The US health care system is advanced and unique among different developed
nations. The US health care system might appear impossibly complicated ad confusing. The
U. S. does not have universal health care coverage, ad solely newly enacted legislature
instructing healthcare exposure for almost everyone. The healthcare system of the United
States best describes the hybrid system, instead of including multi-payer private funds
operating nationwide health services, a sole-payer nationwide health insurance system. It has
been reported that particularly in 2014, nearly 283 million individuals (89.6Uper cent) of the
United States have some kind of health insurance. Among all the insured people, 36.5 per

OOP 3
cent received insurance coverage provided by the US government in 2014. There are different
types of insurance has been implemented to improve health outcomes including the
Beveridge model, Bismarck model, out-of-pocket model, and national health insurance model
(Roberts et al., 2014).
Customer satisfaction and patient engagement have become a concern for almost all
healthcare providers. It has been identified that around 64 per cent of the health organization
now value patient satisfaction the same they value patient safety and clinical workflow.
Conflict may arise when these three priorities compete with one another. According to a
report published by the American customer satisfaction index, however, the U. S. consumers
are more satisfied with the health insurance industry in 2019, but satisfaction in the hospitals
showed a major drop, making it one of the poor sectors measured (Collins et al., 2014).
Patient engagement defined as the actions people must take to get the maximum benefit from
the health care facilities obtainable for them. reduced patient engagement sometimes slows
down the process of treatment as the health care providers have low information about patient
condition. Low patient engagement is the result of complexity in the healthcare setting, and
attitude of patients and healthcare professionals. Reduced patient engagement is also reducing
the chances of developing a therapeutic relationship between the patient and healthcare
providers. Sometimes the healthcare providers set the tone to make the patient aware that
they have complete control over their health. This kind of attitude prevents patient
engagement (Halpern, Renaud & Vickrey, 2011).
The Out-of-Pocket Model is recognized as the most unsystematic system of health
care among all the models like national health insurance mode, The Beveridge Model, and
The Bismarck Model. This particular model cannot confirm that every resident has access to
health care, and the individuals are frequently left in illness or incur a huge debt since they do
not have enough money to pay for medical care (Hirth et al., 2008). This might be the reason
for the worse patient experience. The nations that depend on this outdated out-of-pocket
model are in zones that require public health improvement to function on a similar level of
achievement as the three formerly mentioned models. However, this particular system is well
implemented and accepted by different health care settings, it still has some negative aspects
that require the immediate attention of government and private organizations. Most of the
health care settings experience issues related to this healthcare system like low customer
satisfaction, and reduced engagement of patient (Davis & Weeks, 2012). Though the out-of-
pocket system is commonly thought of as existing only in poor nations, it is a certainty for