Medical Concierge an Alternative That Allows a Direct And Warm Communication Between Doctor And Patient

concierge integrative primary health care in Denver

As long waiting lists and delays in care are obstacles faced by patients in health institutions, a new concept of care called “Medical Concierge” offers the possibility of receiving immediate attention.

According to data from the National Commission of Medical Arbitration ( Conamed ), medical malpractice or malpractice in Mexico is highly associated with poor communication between the health professional and his patient, hence they are the second cause of complaints and complaints in Health institutions.

To this are added the long and anxious queues that generate anxiety and uncertainty to those affected who need a medical appointment or clinical analysis. This delay limits, in many cases, the diagnosis and treatment of diseases that require immediate attention, such as cancer, diabetes, arthritis and depression, among others.

Given this panorama, in Mexico the demand for personalized health services such as the so-called Medical Concierge – translation of the concept in English from Medical Concierge – has grown, offering solutions focused on the needs of the patient through a quick and quality response.

According to Dr. Roberto Cervera , a thoracic surgeon at the Yuma Regional Medical Center ( Arizona , United States ), Medical Concierge services are systems that allow a more direct and warm communication between doctor and patient, focusing more on the preventive part of your health to avoid the development of diseases or illnesses. However, they are also an excellent option when a second opinion, very sophisticated laboratory studies or an expert in a certain therapeutic area is required.

“Due to the pace of work generated especially in public and private health institutions, doctors are so busy that they have little time to make a detailed evaluation of the patient. Even Conamed reports cases where lack of attention, carelessness, recklessness and poor information has put their health and quality of life at risk” he revealed.

In that sense, the adoption of a Medical Concierge resolves several such deficiencies through a welfare plan tailored to each person, being the support arm or complement of their social security or other services acquired by the patient, including insurance of major medical expenses.

Dr. Cervera said that these personalized services are based on an annual membership that gives access, in an average of 24 hours, to an extensive network of professionals and hospitals in Mexico and abroad, such is the case of Texas Medical Center in Houston, which has one of the best clinical, basic science and research facilities worldwide.

The main function of the services of a Medical Concierge, a concept proven for several years in the United States and Europe with good results, is to make the comprehensive medical advice that a natural or legal person requires flow through empathic communication.

“Users who need to take care of their health problems are connected to the ideal doctor, in the right place and at the right time without making long queues for a consultation, saving time, money and effort” he added.

He argued that these services represent an alternative and provide health solutions that are diversified with different interaction options between the doctor and his patient. An example of these are video consultations, which take advantage of satellite technology to handle electronic records and offer remote advice, without having to leave the office or home.

The specialist said that the doctor-patient relationship is one of the foundations of contemporary medical ethics, maintaining above all a professional, dignified and respectful bond. To bridge the communication gap, he indicated the value of following these recommendations:

Prior to the medical appointment, write down the symptoms of discomfort.

Take all doubts in writing, because at the time of the meeting you can forget important details.

Attend the consultation, if possible, accompanied by another person and then collate the information.

Repeating what the expert said helps to know if the explanation was understood.

If the care received was satisfactory, discussing it with the doctor creates a bridge of trust.

Finally, Dr. Roberto Cervera said that in Mexico there are several companies that offer the Medical Concierge service; however, not all reach quality standards. Therefore, it is important to evaluate the benefits they offer based on their experience and recognition.

“Users should look for options that make their experience regarding health care more pleasant, innovate but at the same time incorporate the old treatment of the attending physician, offer care where courtesy, empathy, warmth and commitment towards the patient and his family” he concluded.

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