Motion Let’s start out by understanding one simple point:
Patient Care is not the how the patient is treated for a condition.
You see, Patient Care extends far beyond just the medical portion of a patient’s visit to your office. The patient must feel comfortable from the first call, to the waiting room, to the doctors, to their education. They must feel that they are your most important patient and build a strong bond with your entire office. When they feel comfortable with every process and person in your office, then you’re providing excellent Patient Care.
We know as doctors that all patients are important, and each just as much so as the next. But the patient should feel that your staff is taking the extra steps to make them the most important.
When a potential new patient makes the first phone call to your office, the phone should be answered by someone that is excited to potentially help this person and should make the caller feel like their health is the No. 1 priority for your office.
This person should be able to tell your staff member on the phone their symptoms, and in turn, your staff member should provide necessary information that will help the patient realize that your office is the solution to those symptoms. During the call, the staff should provide necessary educational items as it relates to your office, such as the website, Facebook page, Twitter page, etc.
Allow the patient to do some education about YOU!
Once they are scheduled, they should then receive a promotional care package. If they make a consultation appointment for the next day, hand it to them when they come in. If the appointment isn’t the next day, mail the package.
When the potential patient does enter your office, the waiting room should be bright and inviting. Too many offices have dull and drab waiting rooms. And it’s one of the main reasons people dislike visiting the doctor.
The staff should welcome this person, and every other patient, with open arms, a bubbly personality and a smile. It’s important that this person feels like the staff is a friend and truly cares about them. They need to feel that your office is the place for them.
When you finally do meet the patient, you must educate them about their care. It starts by consulting them, determining what they feel is wrong, and then explaining to them your professional opinion.
During your consultation and subsequent report of findings and treatments, be sure to speak to the patient using terms that they will understand and could tell their family. No one knows what a Subluxation is unless they’ve had medical training. So why tell them that. Keep your diagnosis and treatment terms simple to understand.
In your following visits, it will remain vital to continue to educate the patient as to why you’re treating them, how you feel their progress is coming and what steps you intend to take during your next visit.
The true essence of Patient Care is creating and developing a bond with the patient that allows them to both feel comfortable with your office and staff and educated about their condition and treatment.
Would you like to learn how to improve your overall Patient Care? Then reserve your seat for a Grow With Dr. Moe event and come learn from the best!
To view the schedule and register, go to www.growwithdrmoe.com/events.