A medical practice is no different than any other business and the satisfaction of your customers could be keeping your business from growing.
The internet has opened the door to a vast community of people and a wealth of information. However, the internet has also made it much easier for your patients to post comments about you and to rate the level of service you provide. That means that even if your business is in the most rural part of America, people from all over the world can see the good and the bad that your patients have to say about you.
Let's be honesty, if you see a hotel with a two star rating, there's a good chance you wouldn't stay there. The same goes for someone researching you and your practice. If your rating is below three stars and you have a lot of negative comments, chances are they're not going to seek your medical care.
How a Little Effort Can Make a Big Difference
You can't control everything people say about you, but with a little effort and proper staff training, you can influence the positive things people say and reduce the potentially negative comments.
Patient satisfaction is critical to the growth and financial success of your practice.
5 Simple Ways to Improve Patient Satisfaction and What the Public Sees
1. Try to be respectful of your patient's time: Most patients understand that they may have to wait a little bit before seeing you, that's why we call it a waiting room. However, minimizing the wait time can greatly improve the experience for your patients. If the delays are going to be longer than normal, make sure your staff communicates this to your waiting patients in a sincere and apologetic way. Offering a cup of water and smile can ease tensions and make the wait less stressful for everyone.
2. Don't ignore the signs of an agitated patient: If you or your staff notice a patient displaying signs of agitation or frustration, try to address the patients concerns and ease the situation. Ignoring these signs and not addressing the situation before or after the visit can lead to a negative review.
3. A few moments of eye contact and a hand on the shoulder can go a long way: Today's overwhelming documentation requirements have forced many doctors to spend most of their time with their patients looking at a computer screen or chart. Try to take a few moments after you have completed your documentation to speak directly with the patient, answer any questions they may have and provide a some comforting words to help ease any health concerns that may have. This will make your patients feel more important and the visit more personalized.
4. Don't be too proud to ask for a positive review: If you're confident the patient experience was a good one, ask for a positive review. Provide the patient with some information on rating websites and links to review sites and ask them for some positive feedback about your practice. For every positive review you get, a negative review is minimized and your public profile will be more visible.
5. Use technology to your advantage: Collect patient emails and establish some periodic communication with them. No need to send daily emails, but a weekly or monthly email with a health tip, link to a great article or just to say hello will go a long way.
If you would like more information about our patient engagement services, please email us at: customerservice@mdamericaholdings.com