I have worked with many doctors and many practices and what I noticed most is that they weren't given their patients an "experience". What is a patient experience Quonda?? I'm glad you asked! The patient experience is everything that patient experiences from the time they find out about your practice, to what they see when they enter into your practice, to their first encounter with you and your staff in the practice. It sounds simple but many practices lack this. If your patient has a good experience most likely they will tell one person but if they have a bad experience they will tell as many people as they can. To avoid this here are some areas to look at within your practice.
Image
Image is everything especially in a doctors office or health care facility. What you may not realize is when a new patient comes into your office they look at EVERYTHING! I mean everything. They are looking at the floor to see if there is tissue on it, is your carpet clean, is your wall paper current, is the paint chipping. Yes the littlest details that may be your norm are things that are actually being critiqued. Your practice should be clean at all times especially the waiting area. I cant tell you how many times I have walked into a waiting room and noticed magazines scattered everywhere and tissues on the floor.
Front Desk
The front desk is the face of the office with that being said your face must be neat and tidy. There shouldn't be charts all over the place (I hope you don't have charts!). Your front desk staff needs to be professional and outgoing again this is the face of your office. Review and analyze the people at your front desk is their personality friendly and caring or is their personality more for a billing position.
Communication
Communication is vital in any relationship; your relationship with your patients and the relationship with your staff. Communicating with your patients allows your patients to build confidence and trust in you and your practice. Patients come to you out of a need and its your responsibility to meet their need and keep them in the loop regarding their health. Your staff needs to be knowledgeable about what is going on with your practice so that they represent you and your brand well.
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