Practice Solutions – The Patient Experience

The patient experience: keep making it better 

Your office staff is the first and last impression a patient will associate with their experience at your practice.

Your staff typically spends more time during a clinical visit with a patient than you do as a provider. Front-office intake, waiting room, vitals assessment, and finally the “check out” process — we’re talking 45-50 minutes of a one-hour visit spent either interacting with or watching your staff.

Is there room for improvement? (That’s a rhetorical question.)

Take a moment to consider all the staff in your practice who might interact with a patient on any given day. Do you believe those interactions are overwhelmingly positive? When it comes to specific, detailed customer services processes, the trouble for small practices is figuring out where to start. And if you’ve read this far, you just might have found your start.

In this “Internet Age,” few things  choice than customer service. It can make or break a practice. What’s more, the online reviews that circulate about a practice can have nothing to do with the actual clinical care or quality of its physicians — though the doctor’s reputation can reap the benefits or suffer the consequences just the same.

We offer useful, effective practice solutions that our clients can actually implement.

Patient satisfaction is a key determinant in maintaining a profitable and highly respected operation. Our consultants can help you improve the customer experience with effective practice solutions based on both industry best practices and decades of personal experience:

  • Customer service analysis as part of overall practice assessment to evaluate work flow and processes.
  • In-office training sessions designed to cover and review customer service expectations.
  • Phone etiquette training – this matters more than many doctors might think.
  • Tips and practice solutions on compassionately managing patient expectations and reducing complaints.
  • Patient triage training – help with determining who gets priority, adjusting for special circumstances and more.
  • Specific policy development around customer service and phone etiquette, especially for those providers starting new practices.

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