Question

Pretend you are working for a local hospital or doctor's office. In a perfect world what would you change? It might be something that bothers you when you go into a hospital, something that might make your experiences as a patient easier, or just a great idea to help someone you know.

Answer 1

By providing great service to your patients before, during, and after their visit, you will foster improved patient loyalty and retention. Some changes or improvements in providing patient service can improve patient satisfaction.

PROVIDE GOOD CUSTOMER SERVICE BEFORE THE VISIT

Patients who are going to have their first interaction with you in one of two ways: on your website or over the phone. By following some best practices and providing a good experience up front, you can begin to develop trust and set the tone from the start. Following these guidelines will let your patients know from the beginning that you are thinking of their needs and you care about their experience.

• For patients that make an appointment via your website, accessibility is the name of the game:

1. Make it easy to request an appointment, request prescription refills, and any of the other common administrative tasks. Some of these “self-service” website functions, if implemented correctly, can help ease some of your staff’s workload as well.
2. Set up reminders for upcoming appointments. Reminders can effectively reduce your no-show rate. Just be sure that whether you send reminders via email or text that your processes are secure.
3. Allow patients to fill out their forms before the visit. Reduce waiting room anxiety and frustration by providing your patients with the option of filling out their paperwork at their convenience in the comfort of their home or office.

• For patients that prefer to call to make an appointment:

1. Implement a three-ring maximum rule. If your patient has a hard time connecting with staff the first time, it will set a negative expectation for the future.
2. Request permission to place callers on hold. Doctor’s offices typically have a high call volume and it is tempting for staff juggling several calls to pick up the phone and say, “Dr. Johnson’s office, please hold… ”. By asking permission instead, staff can communicate that while they are busy, the caller is valuable and will not be forgotten.
3. Have awareness of the caller’s feelings and communicate clearly. Are they confused? Explain. Are they afraid? Re-assure. Are they angry? Attempt service recovery. Most patients calm down quickly when they feel that they have been heard and considered. The goal is to hang up the phone with the confidence that the patient has clearly understood all instructions, has defined expectations, and any apprehension has been addressed.

PROVIDE GOOD CUSTOMER SERVICE DURING THE VISIT

• Be honest about wait times. Waiting is sometimes inevitable in healthcare, but the more that patients are kept informed and updated about their wait, the more likely they will be to stay calm. Waiting room rounding is an excellent solution: designate one staff member to periodically visit the waiting room and inform patients of the expected wait time and offer apologies if necessary.

PROVIDE GOOD CUSTOMER SERVICE AFTER THE VISIT

• Allow access to medical records through an online portal. Just like the pre-appointment “self-service” activities, direct access to patient records will make life easier for your patients and your staff.
• Set standard follow up calls for patient visits and be sure that test results are communicated promptly. Having a process in place for follow up will reduce anxiety for patients awaiting test results, improve compliance, and can also protect you from potential legal risk. Close the loop and document the call.
• Create a newsletter to keep patients informed of relevant information, helpful content, and answers to frequently asked questions. Many doctors are frustrated when patients develop their own medical opinion by turning to “Dr. Google” and put their faith in less-than-reliable sources. A great way to combat this is to create your own content that will educate your patients and establish you as a resource for information. Publish this content on social media and send it to their inbox.