Sept. 5, 2018
The question of what patients most want–and expect–is on many ODs’ minds. The push toward consumerism in healthcare means many will expect a visit to their doctor’s office to be as accommodating as a visit to their favorite store, John Finison reports in Healthcare Finance.
Just as patients would expect the customer service representatives at the stores and online destinations they buy from to be pleasant and convenient, so too do they expect ease at your office. That also means an office space that allows for a smooth and convenient patient flow, and makes browsing and buying products in your optical as easy as shopping at the Apple store.
Your web presence also needs to be more than just a web site with the minimum. Patients should be able to make appointments without picking up a phone, fill out all forms ahead of their appointments and order contact lenses just by visiting your site. They also should be able to get a good sense of what you have in your optical, so they can “window shop” ahead of time, choosing their favorite frames before they even get to your office.
Similarly, patients might expect your office to offer loyalty programs, and other incentives, for visiting your office. Special promotions that come with product discounts also can meet patients’ expectations for a retail consumer experience.
Finison says that doctors’ offices will need to start paying as much attention as stores and restaurants to online ratings, respond in a timely manner when necessary, and make improvements based on that feedback.
Another way he says you can stay on top of patient feedback is to invest in analytics technology that allows you to track patient trends and sales in your office.
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