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How To Talk About Patient-First Care

Our research highlights the most impactful ways to talk about Patient-First Care (PFC). Use this guide to communicate effectively with policymakers, health care providers, advocates, and the press


Say This, Not That

Say this…

Patient-first care

Not that…

Value-based care

Why?

“Patient-first care” emphasizes the patient-centered focus and avoids the negative connotations associated with “value-based care.”

Say this…

Quality-focused care

Not that…

Cost-saving measures

Why?

This highlights the improvement in care quality, steering clear of any implication that cost-cutting is the primary goal.

Say this…

Personalized and coordinated care

Not that…

Standard health services

Why?

This underscores the tailored and integrated approach to health care, which is more appealing and understandable.

Say this…

Holistic treatment addressing root causes

Not that…

Routine medical treatments

Why?

Emphasizes comprehensive care that looks beyond symptoms to address overall health and well-being.

Say this…

Patients as whole individuals

Not that…

Symptoms management

Why?

Focuses on treating the patient comprehensively, rather than just addressing isolated symptoms.


Focus on Patient Experience

Say this…

All people deserve access to high-quality health care regardless of their race, income, or location.

Not that…

Value-based care

Why?

Emphasizes equity and inclusiveness, which are key aspects of PFC.

Say this…

Shifting to an approach that puts patients first will enhance the quality and personalization of care, improving overall health outcomes.

Not that…

Our current fee-for-service model isn’t meeting those needs.

Why?

Positively frames the shift as beneficial for health outcomes and patient care quality.


Addressing Concerns

If you hear…

This approach will increase cost.

Say…

This approach aims to reduce costs by identifying and managing health concerns early, preventing expensive complications.

Why?

Provides a positive framing that addresses cost concerns directly and realistically.


If you hear…

This approach is a large-scale overhaul of the health care system.

Say…

This approach is a targeted and practical fix.

Why?

Reassures stakeholders that the change is manageable and focused.


If you hear…

Providers will spend much more time with each patient, making it harder to get appointments.

Say…

This more personalized approach helps address patients’ full set of unique concerns in fewer visits.

Why?

Highlights the efficiency and effectiveness of the approach, countering concerns about accessibility.


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