Top 5 tips to improve your patients’ experience.
Train your team to focus on exceptional customer care. Provide them with opportunities to experience premium customer service themselves by sending the team to a high-end spa or exclusive restaurant. How do you expect your team to showcase behaviour they may not have experienced?
At team meetings regularly discuss how you plan to “wow“ your patient. What things have you seen that you could implement? Take time to sit in the reception area and patient chair in the op. See things from their perspective.
Respect their time, avoid running behind schedule and acknowledge their patience if you do. Sometimes emergencies happen and being behind can’t be prevented. Have a Starbucks card or small gift on hand to show appreciation for their patience.
Realize their experience starts before then even set foot in your office. Their first encounter with you is typically over the phone, welcome them to your practice. Let them know a little about the office and what to expect when they arrive. Ask questions that will aid you in providing them a personal experience when they visit you.
Make sure you communicate well. Review everything with them at the end of the appointment. Make sure they know what the next step is so they know what to expect. Provide them with written and/or digital estimates, upcoming appointments. Follow-up with them afterwards to give them the opportunity to ask further questions. Sometimes they get information overload and don’t remember everything you said.
*Bonus: Thank them for seeing you and if you want more patients like them, ask for referrals.