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Better patient service means thinking beyond the medical care you provide and the walls of the practice itself. It includes every interaction your patient has with the practice whether it be with your doctors, nurses, techs, schedulers, or front desk team. Every experience influences how your patient views the care they have received.
Here are five tips to set your medical practice up for a 5-star review every time.
Across industries and according to various authorities, the themes that were consistent when it comes to patient or customer service include these five commonalities:
Your patients are your most valuable asset. You want and need repeat business to sustain your practice. If patients know that their needs are important to you, they will stick with you. Treat them poorly and they will go to your competitor.
Across industries, a totally satisfied customer contributes 2.6 times as much revenue as a somewhat satisfied customer, and 14 times as much revenue as a somewhat dissatisfied customer. Happy customers buy more, and happy patients come back to enjoy the high level of care to which they have grown accustomed.
Providing quality service makes patients happy, and happy patients can result in recommendations and referrals to their colleagues, family, friends, and other connections. Deliver better patient service and more patients will come calling to experience it for themselves.
Show your practice staff that their contributions matter. Knowing that their work is appreciated helps keep staff members content. Happy team members stick with your business and they'll also be more likely to deliver better and more friendly service to your patients. It's a fantastic cycle.
By creating a healthy relationship with your patients, you can create a feedback loop where your patients are actively telling you how they view your practice, what they like, and where they think improvements are needed.
One of the reasons you went into healthcare whether you are a doctor, nurse, or practice administrator, was to help patients achieve healthier outcomes. The doctor [practice]-patient relationship is the foundation of great clinical care. If that relationship is strong, it can lead to more patient engagement and better health outcomes. Great customer service is the foundation to developing that strong doctor-patient relationship.
A happy patient will come in for regular visits and actively seek your services when they are needed.
Happy patients will promote or refer your practice to others. They might bring in more of their family members but also recommend you to coworkers, friends, and post recommendations on social media bringing in more business for your practice.
Don't discount the happiness of your staff. It matters. When a patient walks into your office, it's not solely the medical care that keeps them coming back. It's your team. The combination of great care and a great staff will keep your patients coming back appointment after appointment. If you have poor customer service, that is going to trickle down to your team members. And unhappy staff members will eventually leave your practice.
By creating a feedback loop with your patients, you can become stronger together. By using surveys practices can identify areas that they thought were working well but are not in the eyes of the patient. You can uncover patients that are unhappy with their care, home in on why, and work with them toward a solution – instead of having them abandon your practice.
For help implementing better patient service in your practice, start with the suggestions above, implement a flexible EHR, and consider a valuable patient relationship management tool such as CGM CONNECTION.
Contact us to learn more and get started on the road to better patient care.