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Russ and Randy Podcast | Healthcare's Prescription for Web & Social

Healthcare and Medical Internet Marketing ... "Healthcare's Prescription for Web & Social." Healthcare digital marketing needs vary and so will our episodes. This podcast augments our content on www.RussandRandy.com. Whether you need help starting a website, developing brand awareness, SEO, reputation-management or starting a Facebook account, Russ and Randy are here to help you. We’ll be publishing episodes of “Tips in 10 with Russ and Randy” regularly to help you understand, develop and implement a marketing strategy of your own. Russell Faust, M.D. is a ENT specialist. Russ loves branding and healthcare marketing. He is CEO and Managing Partner of The Windrivengroup, Inc. Randall Wong, M.D. is a retina specialist turned Internet marketing, SEO and social media nerd and founded Medical Marketing Enterprises. Together we hope to give insight and support healthcare organizations, physicians and medical practices how to brand and Internet Market...successfully and correctly. Together, our goal is to support and educate healthcare organizations, physicians and medical practices to successfully, and correctly, connect with their patients (and future patients) through branding and Internet marketing in the digital age.
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Internet Marketing for Doctors.....by Doctors.

Aug 18, 2016

Make your Patient Experience as Easy as TSA PrecheckBecoming a new patient can be quite stressful.  There are many "unknowns" which create hurdles in the new patient process;  e.g. forms, directions, parking.

The easier you can make this experience for your new patients, the more likely they will tell others.  The more "user friendly"and frictionless, the happier patients will be.

Forms, directions, parking, pictures, even video can ease the anxiety of the new patient.  Many offices allow new patients to download forms giving the patients ample time to complete at home. 

Directions and parking instructions can be enhanced with pictures or even video.  We've even heard of video, from a smart phone, showing how to walk from the parking garage, to the lobby and leading to the office.

Anything you can do to let your patient become familiar with your office will be welcomed and decreases the "Friction."

Did you know?  

CMS is using patient-experience-survey scores to calculate a physician's Medicare/Medicaid reimbursement. 

The better you can make the patient experience, the more your practice will benefit. 

Your patients spend more time with your office staff than they spend with the doctor. In some practices, the doctor's interaction, compared to all of those "touch-points" - calling for an appointment; arriving and checking in with the receptionist; being called back to a clinic room; having their vitals checked; providing a short description of why they're in clinic; visit with the clinician; then reversing the process as they check out - in some practices their time with the doctor amounts to only 10% or 20% of their total interactions with your practice!

So, while your patients may have a stellar "patient experience" with the doctor, what about the rest of the office and visit?  If your patients don't have a stellar experience with the whole process, your experience scores (reviews) will suffer...and so will your practice!

Happy Patient - Happy Practice

Optimizing the experience for your patients requires more than a great experience with you, the clinician. But when you optimize the experience for your patients, your practice will experience benefits directly to your financial bottom line - and we're not talking about CMS Medicare reimbursement. 

We're talking about smoothing interactions with all of your practice staff; about smoothing your clinic flow; about boosting your patient reviews on those online doctor-rating sites; about patients distributing word-of-mouth in the digital world about your practice. 

We're talking about happier patients. And happier personnel in you clinic, too. 

It's all good. 

Listen to this podcast episode of Russ & Randy, and be sure to read the article, Make it Frictionless, on our website!

Thanks so much for listening. Please share with your friends, and please give our podcast a good rating on iTunes and leave a comment here! We really appreciate it!

All the best!

Russ...and Randy
Healthcare's RX for Web and Social

Healthcare and Medical Internet Marketing

 

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