Staging your Practice for Patient Satisfaction

Written by on July 31, 2012 in Practice tips - No comments

Customer service is paramount when it comes to attracting and retaining patients. Here is a list of simple ideas to enhance your patients’ experiences that can be easily implemented in any practice to help stage it for success

  1. Have a patient information brochure that describes your practice’s services, providers, and policies on medication refills, after-hours services, filing insurance, filling out forms, and making payments.
  2. Have multiple ways for patients to complete their registration information – forms mailed to them, online completion, completion in the practice at a computer kiosk, completion at the practice with personal help, or pre-registration by phone.
  3.  Place tablets and pens in the waiting area so patients can write down questions for their provider while they are waiting.
  4. Have computers in the waiting area for patients to use. Have Wi-fi for patients to use their own computers while waiting. Have instructions available for using the Internet to look up medical information and provide a written list of medical websites that your providers recommend. Place this information on your website.
  5. Have a water fountain with cups in the reception area.
  6. If you have a television in the reception area, make sure patients can change the channel or the volume.
  7. Have an annual open house or patient appreciation day and do blood pressure checks or home safety checklists. Serve healthy snacks and visit with your patients.
  8. If you give out wrapped candies, make sure to supply sugar-free candies as well as regular.
  9. Have multiple ways for patients to complete their registration information – forms mailed to them, online completion, completion in the practice at a computer kiosk, completion at the practice with personal help, or pre-registration by phone.
  10. If your parking lot is shared with other businesses, make sure there are parking spaces marked specifically for your patients.
  11. Use wayfinding systems to help patients navigate around your practice. Many patients will not read signs, but will identify symbols or pictures if you explain the system. Use themes for providers or services to help patients find their way when coming out of the bathroom or lab. Carpet or tile designs and art pieces can also be used creatively to direct patients in and out.
  12. If you have a choice, front-load your practice space with patient rooms and leave the furthest rooms for non-patient activities such as offices and staff rooms.
  13. Validate parking for patients if they have to pay to park to come to your practice.
  14. Ask patients to rate your service – have forms in the exam rooms and in the waiting room and in new patient packets and on your website.
  15. If your practice is near a shopping or eating area, give patients a pager to buzz or ring when it is time to see the provider.
  16. Have a blanket warmer to give patients who are sick, or have come in on a gurney a warm blanket.

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