Marketing

Feature:  What Do Your Patients Really Think?

When a patient goes to their doctor, it is rare that they will tell a physician their true opinion of their office experience.  However, you can be guaranteed they will be  quick to complain to their friends and family if the office staff was unfriendly, if the wait was unbearable or if  the doctor didn't give them enough time. 

When a patient leaves a practice, it is predominantly because of a doctor's support team.  A rude receptionist, a chaotic front desk or an uninterested staff.  Some of the best ways to retain patients and gain referrals from them is by training your staff on patient care and customer service.  One of the first things I emphasize to all staff members is to leave their personal baggage at the door.  Secondly, they need to treat each patient as if it were a VIP patient.  It doesn't matter if it the first or the last patient of the day.  Each deserves their patience, a smile and understanding.

The phones are another issue.  Endless ringing, calls on hold, abrupt and rushed responses....all leave an impression on your patients.  If I am calling my doctor's office, I don't care about the other people, I care about myself and what is wrong with me.  I never want to feel like I am bothering the staff.

Your staff is a team and they are a representative of you.  A feeling of compassion, concern, knowledge and friendliness should be a must when greeting your patients.  Too many patients leave a practice because of a physician's support staff.  Mystery shopping is also an especially helpful tool to see how your staff interacts with your patients, how much knowledge they have of your practice and if they deliver those "warm and fuzzies".  You want a team approach and most are willing to get on board if you give them the proper training and education!