By Gary Anderson, a Los Angeles-based freelance writer.
When you “Google” your practice’s name, are you satisfied with the reviews that pop up? If not, chances are that your main issue has nothing to do with the patient care you give and everything to do with the patient service you provide.
You know the saying, “The customer is always right?” Patients especially feel that way. So, if you fail to give them the top-level treatment they seek when they’re feeling the most vulnerable, your reputation will suffer. And let’s face it: In the healthcare industry, your reputation is everything.
Here’s a list of seven great ways to enhance patient experience at your practice.
Focus More on Purpose
Make sure that your staff thinks more about why they are there, not just what they are doing. This is where proper training and management come into play. If each employee understands his or her unique purpose at your practice and sees it as important, this will have a positive impact on the patient service you provide.
See Your Practice through the Patient’s Lens
Take the necessary steps to experience what your patient does at your practice. For instance, park exactly where the patient does. Is it easy to reach your building’s front door, even for someone on crutches? And when you enter the reception area, do you automatically receive a warm greeting or a cold shoulder? Patients have already made up their minds about your practice before they even get to the exam rooms. So, be sure that what patients experience in the front of the office is just as favorable as what they’ll experience in the back.
Teach Employees How to Address Patient Complaints
Every one of your employees should know how to handle patients’ concerns or complaints effectively. For instance, your employee shouldn’t be quick to tell a patient “I don’t know how to help you.” Instead, he or she should eagerly say “I will find you somebody who can help you ASAP.” Then, the employee should follow through on what he or she has promised. This will make a huge difference in how the patient perceives your practice.
Get Comfortable with Saying “Sorry”
“Sorry” can be one of the hardest words to say. Nonetheless, it is a word that every employee in your office should learn. Your employees need to become comfortable with apologizing for any service lapses that a patient points out, rather than being apathetic or defensive. Using training devices such as role-playing can help to make “sorry” a more natural part of your patient’s language when appropriate.
Focus on Being Blame Free
Realize that if an issue crops up in your practice, your employee is not necessarily always to blame. Sure, if it occurs once, the employee might be at fault. But if the mistake happens twice, your system might be at fault. So, investigate the system, and fix any glitches you see. Your employee will be happier, and this translates to happier patients and ultimately a happier you.