Create Raving Fans
for your Practice

Joe Franks recently had an in-office procedure performed at your office. During the procedure, he was shocked that the doctor remembered his son’s name and asked about his football season. Your staff’s personal follow-up phone call later that night assured Joe that you care about his comfort, not only his clinical care. The next day, Joe was back at work, telling his colleagues about his great experience under your care.

Sound too good to be true? Your patients can become raving fans like Joe, and send your patient referrals skyrocketing.

“The basis of any worthwhile patient referral system is highly satisfied patients – raving fans,” said Matt Bigler, senior vice president of sales for POS. “To simply meet patients’ expectations isn’t enough. You generally have to ‘Wow!’ people before they’re willing to recommend you.”

A medical practice typically has four opportunities to create the “Wow!” factor:

The Physician-Patient Relationship

Many patients will presume that a physician who shows a high degree of personal care and knowledge of the patient is also a highly competent doctor. Patients want to feel like they have a personal relationship with the doctor – that they’re not just another set of organs to be poked and prodded. Simple things like referring to the patient by name and direct eye contact go a long way toward creating that personal connection.

Take it a step further by keeping track of personal information about the patient and working this information into the visit. Some providers simply post a sticky note inside the patient’s chart and jot down the names of children, the patient’s profession, and recent activities the patient mentions.

Patients also place a high value on being heard and understood by their doctors. Take the time to ask, “Is there anything else I need to know?” or “Do you have any more questions?” before leaving the exam room.

The Staff-Patient Relationship

Set specific service standards in your office to ensure all employees – from doctors and office managers to receptionists consistently demonstrate a friendly, caring attitude. Involve staff in creating these standards, so they take ownership of the process. Regular training sessions with your staff will help ensure they are consistently implementing your service standards.

The Office Environment

Your office environment also needs to “Wow!” your patients. The waiting area should be clean and feature current reading materials. Stock a station with coffee and water, and be sure to keep it fresh and clean throughout the day. Brochures about the services you offer and your physicians’ philosophies of care should be readily available to waiting patients. Make sure your front desk and filing system appear orderly and secure.

Follow-up Contact

For the patient, a visit to the doctor doesn’t end when the exam room door closes.

A positive visit to your office can be extended through pertinent patient education. Fact sheets about common conditions and procedures go a long way toward building patients’ confidence in their follow-up care. A personal follow-up phone call to check on a patient’s progress is another “Wow!” opportunity. Regular newsletters that include pertinent practice information and health-related tips provide yet another point of positive contact beyond the office setting.