3 Tips to Improve your Patient Experience
What impression is your patients - either new or existing - getting from your patient service when they come to an appointment?
I have three very simple tips to help make sure your patients feel well cared for before they expereince your clinical care.
First, however, I would like to share a story about an appointment I had over the summer. My son had an 8 AM appointment with a specialist to have his wisdom teeth removed. Upon arriving, the front desk person did not turn to greet us. I signed in and had a seat. About 10 - 15 minutes later they called my name and handed me a clipboard. I filled out the paperwork and handed it back. It was close to an hour and twenty minutes before they called my son back for his appointment. This was my first time that I had been to the practice, and there wasn't any kind of an expectation set. It left me feeling very frustrated and uninformed.
These 3 simple tips are things that this practice and your practice can do to make sure your patients are feeling welcome and to make sure they're not getting frustrated.
1. Have a very warm and welcome greeting
Some doctors assume this is happening but haven't really set the expectation with their business team.
When a patient comes into the practice you want them to know that you are happy to see them and you appreciate them.
For a new patient, you should stand to greet them, shake their hand, and introduce yourself.
2. Set the expectation
If you are running late make sure they know it
If someone should be out to get them in a few moments - let them know it.
3. Keep the patient informed
Things change - you can get behind in the back
If you can't meet the original expectations - let them know
Keep them informed every 10 to 15 minutes
Setting the expectation and keeping your patients informed can completely transform a negative experience into a positive one.
I urge you to:
Take a look at your greetings, break it down into these three steps, and talk about how you are going to up level that experience in your practice so your patients feel well cared for and look forward to their dental visits.