Whether you’re worried about scores patients are giving you on physician rating sites or just simply looking to increase patient satisfaction, this month’s cover story is a must read. Beginning on page 32, “Striving to Enhance the Patient Experience,” offers insights on how to improve customer service in your practice no matter if you’re a solo physician group or working in a large group clinic setting. Contributing Editor Bonnie Darves interviewed several dermatologists and consultants with experience in overhauling their practices for improved patient satisfaction. And all sources agree — it’s the small changes that can make the biggest difference. Some simple changes those interviewed for the article said they took to improve the service in their practices include smiling more, offering patients a warm greeting and sincere thank you at the end of their visit. One department decided to extend clinic time by 1 hour a day to reduce the time it took patients to get an appointment. Shaking hands with patients and sitting down to talk to patients can help assure them that they have your undivided attention, explains another source. Offering short patient surveys that can be completed at the end of a visit can help keep a practice on top of potential problems. And adding a question such as “What can we do better?” allows patients to offer suggestions, even if the practice is doing a good job. And while it may take a considerable amount of initial effort to overhaul service, those interviewed agree that in the long-run, better service saves time and makes for happier patients and happier staff. Sincerely, Stefanie Tuleya Executive Editor stuleya@hmpcommunications.com twitter.com/sa_editor
Service Excellence
Whether you’re worried about scores patients are giving you on physician rating sites or just simply looking to increase patient satisfaction, this month’s cover story is a must read. Beginning on page 32, “Striving to Enhance the Patient Experience,” offers insights on how to improve customer service in your practice no matter if you’re a solo physician group or working in a large group clinic setting. Contributing Editor Bonnie Darves interviewed several dermatologists and consultants with experience in overhauling their practices for improved patient satisfaction. And all sources agree — it’s the small changes that can make the biggest difference. Some simple changes those interviewed for the article said they took to improve the service in their practices include smiling more, offering patients a warm greeting and sincere thank you at the end of their visit. One department decided to extend clinic time by 1 hour a day to reduce the time it took patients to get an appointment. Shaking hands with patients and sitting down to talk to patients can help assure them that they have your undivided attention, explains another source. Offering short patient surveys that can be completed at the end of a visit can help keep a practice on top of potential problems. And adding a question such as “What can we do better?” allows patients to offer suggestions, even if the practice is doing a good job. And while it may take a considerable amount of initial effort to overhaul service, those interviewed agree that in the long-run, better service saves time and makes for happier patients and happier staff. Sincerely, Stefanie Tuleya Executive Editor stuleya@hmpcommunications.com twitter.com/sa_editor
Whether you’re worried about scores patients are giving you on physician rating sites or just simply looking to increase patient satisfaction, this month’s cover story is a must read. Beginning on page 32, “Striving to Enhance the Patient Experience,” offers insights on how to improve customer service in your practice no matter if you’re a solo physician group or working in a large group clinic setting. Contributing Editor Bonnie Darves interviewed several dermatologists and consultants with experience in overhauling their practices for improved patient satisfaction. And all sources agree — it’s the small changes that can make the biggest difference. Some simple changes those interviewed for the article said they took to improve the service in their practices include smiling more, offering patients a warm greeting and sincere thank you at the end of their visit. One department decided to extend clinic time by 1 hour a day to reduce the time it took patients to get an appointment. Shaking hands with patients and sitting down to talk to patients can help assure them that they have your undivided attention, explains another source. Offering short patient surveys that can be completed at the end of a visit can help keep a practice on top of potential problems. And adding a question such as “What can we do better?” allows patients to offer suggestions, even if the practice is doing a good job. And while it may take a considerable amount of initial effort to overhaul service, those interviewed agree that in the long-run, better service saves time and makes for happier patients and happier staff. Sincerely, Stefanie Tuleya Executive Editor stuleya@hmpcommunications.com twitter.com/sa_editor
