Most physicians believe they have a calling to serve mankind. From the physician's perspective, interaction with the patient should always be the primary focus, but the administrative requirements of today's health care system detract from that focus. The system emphasizes transactions rather than relationships. As health plans approach physicians about improving interpersonal relationships with patients, they also need to propose ways to streamline the administrative activities required of physicians. If all the parties in Figure 1 would recognize one another's needs, the information they all require might be obtained with minimal intrusion on the patient-physician relationship and confidentiality.
Health plans are very much in danger of becoming transaction-based commodities.
In many geographic markets, a comparative analysis of the provider directories shows that a large percentage of physicians participate in all the major health plans. As employers face double-digit premium increases in any markets, they now have the leverage to negotiate rates. The health plan that is viewed as more than a necessary evil by its physicians has the greatest opportunity to thrive. Health plans, providers, and patients need to define their expectations, communicate openly about met and unmet needs, and utilize the tools and spirit of continuous quality improvement activities to advance their relationships and interactions. Health plans can help physicians and their staffs to better understand overall trends in their practices by sharing results of patient satisfaction surveys and disenrollment studies.