June 28, 2017
Laurie Sorrenson, OD, FAAO, and Ryan Powell, OD, believe you must create a wow experience for the patient, which you can measure, and reinforce with staff training. Employees at their practices are taught to greet each patient in a friendly manner, providing personalized, accommodating care. Regular net promoter score measurements prove to the doctors that their approach to the patient experience is working.
Create a Positive Patient Experience & Measure
Make It About Value
USE NET PROMOTER SCORE. Measure how many “promoters” of your practice you have compared to detractors. Click HERE to learn how to do this.
MEASURE CASE BY CASE. Look at the experiences patients have in each area of the practice, and assess how well each step of the patient experience works.
STRIVE FOR 100%. Make it a goal for the patient to have a nearly perfect experience 100 percent of the time knowing you will probably fall short, but still trying. That means short wait times and friendly, attentive staff from greeting to check-out and goodbye.
VALUE FRONT DESK EMPLOYEE. Choose your front desk employee and/or receptionist carefully, and pay competitively to retain. They are the first impression of your practice that patients will have, and sometimes the last person the patients see when they leave.
GIVE HEADS-UP ON COST. Before the patient gets to the office, mail them a price quote with their co-pay and information on their coverage for glasses and frames. It’s OK to let them know where costs may vary, such as for glasses. Use your practice management system to create a fees page, which you can print out for patients when they first walk in the door.
SHOW VALUE. Explain each step of the exam process, including what you are screening for, and how it will help the patient, so they understand the value you are providing to them.
SAY THANK YOU. Train to staff to thank patients after each encounter, and be sure to say thank you yourself before they leave the exam room. Remind staff frequently that the practice needs the patients more than the patients need the practice.