So you have taken steps to increase access and availability? What’s next? The 3rd A — Accountability. Patients want someone who will take responsibility and provide accurate answers and explanations. Typically, they are already anxious and under stress when they turn to you. Often, they are experiencing a health problem. They have questions and concerns, and are looking to you and your staff for answers and solutions. They don’t want to get passed from one person to another. They expect leadership, assistance and guidance in navigating what can be a complex maze. One example of how many healthcare providers are addressing the need for accountability is the rise in care coordinators or care teams. This approach provides each patient with a single point person in your office who handles all questions and issues related to their care. And it also helps to put patients at ease because they see the same familiar face and hear the same familiar voice each time they interact with your office. By doing this, you are building relationships and loyalty because you are providing a more personal level of care. This can make even large, multi-physician or multi-specialty practices feel “small.” Think about it. When times are tough, we all want someone we can turn to and depend on. No excuses. Just action.