“Perception is reality-whether right or wrong.” A trusted colleague of mine spoke these words today in a presentation to an organization of physician recruitment professionals and he could not be more right on. When working to provide your patients with the utmost care and concern for their health, it becomes imperative to understand how they perceive their experiences in your office. You may be confident you’re providing them with the best healthcare service, but how do they feel both during and after their interactions with your office environment and your staff? Are they engaged, welcomed and shown compassion during their visit? Do they find your waiting room accommodating and up to date? Do they feel valued as your patient? Do they perceive that your office respects them as both a patient and a person, not just another chart to process?
These are all vital patient perceptions your practice must understand and monitor when looking at servicing your patients, increasing your patient volumes and growing your bottom line. And, keep in mind, different patients will perceive their experiences in many different ways; for example, a patient in the “Greatest Generation” may find a waiting room with decor from the late 70’s to be welcoming, making them feel at home. That same waiting room will be perceived by a patient in the “Millenial” generation to be out-dated and their perception of the care they are about to receive may be the same. Successful, growing organizations realize the power this understanding of patient perceptions can have across the board and how changing those perceptions can lead to organic practice growth over time. Maybe it’s time you thought about how your office is perceived by your patients? Whether or not you agree with the way your patients perceive their experiences is irrelevant, because they are right– no matter if you think they’re wrong.
Share This Post: