6. Give patients more than they expect
Most patients chose their physicians by asking people they trust for a recommendation. Today’s consumer is increasingly savvy and has more resources for making this decision than ever before.
More and more patients are utilizing online physician reviews as a part of this decision-making process. The consumer has embraced the notion that knowledge is power.
A 2013 study found that a half-star increase in physician rating leads to a 10 percent increase in likelihood that the physician will fill an appointment.1 This study states, “Consumers face uncertainty regarding the quality of the treatment received and may rely on imperfect signals to infer quality.”
It’s more important than ever that we manage our patients’ encounters so they are left with a positive impression.
Most of us have expectations when we engage with a business. I hope that your practice has a stellar reputation in your community, and as such your patients have come to expect equally stellar service. Give patients more than they expect.
7. Imagine you’re on stage
Have you ever been to Walt Disney Word or Disneyland? If you have, then you know that Disney is expert at creating an experience for its guests. Disney immerses the guest in the culture of Disney movies and characters.
Disney refers to its employees as “cast members.” Disney cast members are expected to be “on stage” whenever a guest can see or hear them. When they are on stage, the “show is on.” This helps create the best possible customer experience.
Technicians are “on stage” whenever a patient can see or hear us. When we are “on stage,” our conversations and actions should be professional and patient-centered.
8. Listen to and learn from patient feedback
Patient satisfaction surveys are an inexpensive and effective way to find out what you’re doing right (so you can do more of it) and what you’re doing wrong (so you can fix it).
Ask yourself what information you hope to learn from the survey. Your answer will guide the survey questions you ask.
The ideal survey will be brief—just a few questions (keep it under 10 questions) with easy check boxes and a blank line at the end for comments.
9. Work as a team
A chain is only as strong as its weakest link. Each staff member is a link in the chain that is the team.
An effective team should demonstrate these values and habits:
• Leave your ego at the door. Being a member of a team requires that each person work toward common goals—not for personal glory.
• Celebrate successes as a team. If every goal is a common goal, then reaching that goal should be a shared celebration.
• Don’t play the blame game. Look for solutions, not a scapegoat.
• Respect one another. Never criticize or belittle the ideas or contributions of a teammate.
• Give your all—all the time. Contribute ideas and offer help to your co-workers—especially without being asked. Assist your fellow workers every day toward the common goal.
• Show genuine concern for your coworkers.
• Learn to enjoy the company of your teammates even if they aren’t people you would normally befriend. Practice tolerance of people who are different from you.
10. Use positive language
Positive language can be powerful and strategic in handling interactions with others. Negative language can be destructive. Delivery is critical because it sets the tone for the interaction.
Compare these two statements:
“I can't get you that frame until next month; it is back-ordered and unavailable at this time.”
“That frame will be available next month. I can place the order for you right now and make sure that it is sent to you as soon as it’s available.”
Think these positive words as you say them. Positive language works only when it sounds natural and genuine. Smile, speak normally and don’t over emphasize your language or you will sound forced and scripted.
Taking these 10 steps will help lead your patients to receiving a phenomenal experience and take your technician career to the next level.
1.Luca M, Vats S. Digitizing Doctor Demand: The Impact of Online Reviews on Doctor
Choice. Available at: https://www.aeaweb.org/conference/2014/retrieve.php?pdfid=55. Accessed 5/23/18.