Becoming 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!
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All the best!
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