It can be easy to forget about the customer experience in the medical field, because patients aren’t often thought of as customers. That’s for good reason – people come to doctors, dentists, and specialists for help with vital issues, not to buy coffee or a new pair of flip-flops.
But “patient experience” is just another term for the quality of care, and any medical practice lives and dies by its quality of care. If you’re worried that your patient experience might be lackluster, utilize these five tips for improvement.
Invest in Good Imaging Technology
There’s a good chance that whatever medical office you manage is going to need an imaging system. General practitioners, those who practice internal medicine, dentists, EMTs, and all sorts of other medical professionals use imaging systems to take a deeper look at whatever part of the body seems to be afflicting their patients.
Investing in a quality imaging system from a site like .mavenimaging.com will instill your patients with the confidence that the results they’re going to get will be accurate. And they’ll trust you to guide them down the path of care.
Optimize Appointment Booking Process
Believe it or not, the booking process is where many potential patients are turned away. The process can be so convoluted and frustrating that some give up entirely and seek other facilities to receive care.
Remember that the booking process is every patient’s first interaction with your office. Think of it like a first impression: it if isn’t a good one, they’re likely going to remember that, even if they do end up coming. Simplify and streamline your booking process by creating an easy, one-step online booking site, but also always keeping the phone lines open for those who are digitally averse.
Get Rid of Automated Communication
There was a time when it seemed like automating everything was the way of the future. But patients have spoken out on the chatbot automation revolution, and they aren’t happy.
A 2018 study found that over 70% of people prefer chatting with a live agent over an automated one. The reason is simple: most people calling in seeking medical help have highly specific problems they want highly specific answers for. Show your patients you care by minimizing automated communication.
Give Staff Special Sensitivity Training
The medical fields touch on every level of diversity, from age, race, gender, and class, to ability and sexual orientation. Sensitivity training for everyone in your office is important so that every patient can feel seen and heard, and no one’s specific needs get lost in translation.
Sensitivity training doesn’t just improve patient satisfaction, it can save lives.
Always Schedule Follow-Up Calls
Most medical offices schedule follow-up appointments with patients as they’re on the way out from the last appointment. This is a great practice and a way to make it even better is to call every patient within two weeks of their appointments to check-in. Have your staff take two minutes to ask how they are and how they enjoyed their care.
Taking Care of Your Patients
When you take care of your patients, you take care of your own future.
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