35% switch doctors because…

: Image by libraryman via Flickr

Do you know what your patients want when they call and visit your office? Besides the
obvious need to address a health related concern, they would like a certain level of
experience—a positive experience, that is, during their office visit. Gone are the days
physician offices could be lax in their customer service skills. Patients today are
consumers that have choices and options, including which providers they see for their
health needs. Studies have shown that 35% of patients decide to switch doctors not
because of how their doctor treated them, but how their doctor’s receptionist treated
them. The atmosphere of the office and the staff interactions with patients can truly
make a practice successful and attract new patients, or they can turn patients away and
stop new patients from coming to the practice. A staff that provides outstanding
customer service to patients can increase referrals and word-of-mouth marketing
efforts, which lead to higher patient volumes and a healthier bottom line.
While there are many contact points with patients during the appointment process, from
the time they call the office to make an appointment, to the office visit and post-visit
follow-ups, there are key points that stand out for your patients and make the most
impact on how they feel about their experience. Based on recent survey results and
medical mystery shopper reports, these are the top five things your patients want in
terms of customer service when they visit your practice. I’ll be revealing them in the next few posts. Stay tuned!