Some businesses offer services and products that are difficult to find. Other companies will ship items all the way around the world to reach their customers, and as thus, they are generally overwhelmed with business. However, medical practices do not fall into either of these categories. Most communities, especially those in urban and suburban areas, provide plenty of options for patients seeking medical care. Therefore, practices must focus on quality initiatives in healthcare to ensure that they do not lose their patients.

Implementing medical plans is important because patients are directly and immediately affected by the actions of their healthcare providers. This field is not one where employees spend countless hours alone in a cubicle working on a computer; patient-interaction is at the heart of virtually every transaction. Secretaries must ensure that patients fill in paperwork correctly, and nurses must efficiently perform blood-work, blood pressure measurements, and so forth. Doctors must spend time with their patients without causing a massive hold-up for later appointments, and patients want to feel respected when they go to pick up their prescriptions. Virtually every transaction relates back to interactions with patients, thereby proving the connection between healthcare performance improvement and patient retention.

This connection also exists because the healthcare field offers a vital service. When people are unhappy with a cleaning product or displeased with the service at their local deli, they will likely forget about their negative experience in a couple of hours. However, a negative experience with a healthcare provider can lead to worsened injury or illness. Not only can people feel more ill or experience more pain with improper medical care, but they can also lose that which is most precious to them: their lives. Focusing on quality and performance improvement in healthcare is so important because the field focuses on a commodity that is at the heart of existence. When medical practices cannot offer quality healthcare, people are likely to very quickly look for a better service provider.

The healthcare field has many demands on it, especially in an age where methods of payment for medical procedures are under reform. With varying opinions on health insurance and health insurance coverage, healthcare practices need to maintain a neutral ground while still offering affordable care for their patients. Remaining competitive in cost, but not in political stance, is another reason why healthcare practices must work to retain strong relationships with their patients.