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Is it a Sales Pitch or is it Patient Care? With healthcare costs rising and time restraints for doctor appointments, patients want to ensure that they are getting both the proper care and respect from their physician. These days physicians are in competition for patients, so providing exceptional service is extremely important. Let’s put ourselves in the patient’s shoes. When they get to your office, are they made to feel welcome? Do your patients sit in your lobby for unreasonable amounts of time and then again in the examination room? Do your patients need an accountant to determine if their bills are correct? Here are a few things that are important to consider …. · A friendly and experienced receptionist when the patient calls in to schedule an appointment and clear directions to the office · A reminder call of the up and coming appointment · A warm and welcoming atmosphere in the office · Friendly receptionist at check-in · Up front payment collection handled professionally · Reasonable amount of wait time in the lobby and examination room · A welcoming, concerned & knowledgeable nurse · Examination by the doctor, followed by an explanation of the diagnosis – include some time for patient questions · Prescriptions along with thorough instructions – again include some time for patient questions · Scheduling Follow-up Visits – information as to expectations – any labs/tests prior to the visit, etc. · A bill that is easy to read. A clear and concise invoice that states the full amount of the office visit, amount submitted to insurance, amount paid by patient, the patient amount due after insurance (if any). · A return phone call from a staff member who can best assist the patient in regards to questions about office visits, prescriptions, or a billing question. · HIPPA Confidentiality Let your patients know how important they are to you and your practice. An experienced healthcare consultant can identify medical office deficiencies that impact your bottom line. For more information about consultants with medical office expertise, contact Beth Baker (972) 331-1178 x110 or Carol Fitzgerald (972) 331-1178 x114. |
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Consider this when making your next hiring decision... Harvard Business Review says 80% of turnover is caused by bad hiring decisions. Estimates reveal that up to 40% of all resumes aren’t truthful. According to Maria Grant, Deloitte & Toche partner in charge of the human capital program, it costs $12,000 in recruitment and training expenses to replace the average nonprofessional worker and $35,000 to find a new professional employee. |
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