ABSTRACT
There are many quick and easy ways to make your practice more “patient-friendly.” As you read this list, note the five ideas that make the most sense for you - and put them to use today!
People like people who speak first. Don’t wait for your patients to introduce themselves - take the initiative.
For first-time patients, have a preliminary meeting before beginning any testing or treatment.
Try to speak to your patient on the same physical level. In hospitals, two minutes sitting by the bed is worth more to the patient than ten minutes standing in the doorway.
Use words that are familiar and comfortable for the patient. If your patient uses “terrific,” let your statement be “I think you are doing a terrific job with your diet - you must be proud of yourself.”
Don’t assume that your patient understands even the most basic medical terminology. Yes, people watch medical-themed soap operas, but they don’t watch television with a medical dictionary in hand. Keep this in mind even when caring for patients employed in the health professions. One office nurse, new to a pediatric practice, thought that the bilirubin results were for a patient called Billy Rubin.
Keep notes on your patients’ individual preferences - early morning appointments, for example. Customers value relationships where their individual preferences are acknowledged.
Address all adult patients by their last names, unless they ask you to use their first names. This is particularly pertinent to older patients.
Give written information for even the simplest advice. This is a major patient satisfier - and it means fewer questions later.
Everyone in the practice should review the appointment schedule at the beginning of the day. A patient can then be greeted by name.
Instead of asking “Do you have any questions?” try “What questions can I answer for you?”
Try to mirror the patient’s pace and tone of voice, except when the patient is angry or afraid.
Patients see and feel the practice’s atmosphere. So make positive statements and recognition of client service part of your organizational culture. Tom Peters, author and lecturer on excellence in business, recommends that dozens of opportunities be provided to inform staff about customer service.
Remember the power of appropriate touch. Offering to hold a patient’s hand or patting a patient’s arm during an uncomfortable procedure is long remembered by patients.
Recognize significant events in your patient’s life. If you see a news article or wedding announcement, for example, clip it out and send it with a quick note.
Be clear about what will happen next. “Your test results will be back in a week” leaves your patient wondering “Will the doctor call me, or am I supposed to call her?” Be specific about what you will do after the visit, and what your patient will do.
Consider presurgical and follow-up telephone calls. The surgeon who calls the night before surgery and says, “I’ve been thinking about you today and wonder if you have any questions about tomorrow,” is a special person.
Everyone likes to be right. See if you can use the phrase “You’re right” once during each patient visit. It can be as simple as “You’re right, Mrs Jones, it is a beautiful day.”
Smile! Make your patients feel that you are happy to see them. Greet them with the same smile you would use to greet a guest to your home.
Respond as quickly as possible to patient requests. A quick response differentiates you from all other physicians providing the same service, and it will make your patient feel important.
Let patients see that you are taking precautions for their benefit. Instead of walking into the examination room wearing gloves, let them see you putting gloves on.
To achieve a trusting relationship, your patient has to know that confidentiality will be respected by you and your staff. Make confidentiality an obsession and find ways to communicate your values to your patients.
Would you like to have you as a healthcare provider? Why or why not? Start doing more of the “why” things and fewer “why nots.”
Whenever possible, let telephone callers hang up first.
Patients want to feel that their healthcare providers spend enough time with them. You can create the impression that a meaningful amount of time was spent by giving undivided attention to your patient during the first 60 seconds of your encounter. It’s not as easy as it sounds.
Just say yes.
Think about how you felt on your first day of practice and let your patients see your enthusiasm. People love people who love what they do.
Think about what you can do for your patient and let your patient know. “We’ll use this examining room today - it’s warmer than the others.”
Consider the group you most like to do business with - why? Can you duplicate the experience?
Before beginning a procedure with a patient, ask, “Is there anything I can do to make you more comfortable before we begin?”
Be a star with your patients. Going the extra mile does not necessarily mean a lot of extra effort. It just requires caring and thinking about your patients’ needs.
