(e)Merging Practice Growth Trends:
It's All About the Patient Experience in 2010!
In November Jamie Verkamp, Director of Growth and
Development at (e)Merge met with a large group of healthcare
leaders and the question was asked, “What does your practice
do that sets you apart from the others?” The first
excited answer was, “We have a live person answer the
phone!” This is important and may provide satisfaction to
a number of patients, but the truth is, it is not enough.
Improving patient experiences is an
important goal for 2010 because consumerism is becoming a
huge part of healthcare and it’s time to go above and beyond
your basic level of satisfaction to generate WOW patient
experiences. Patients now have more choices when it comes to
their healthcare providers and with greater choices come
greater demands including: more service, communication,
convenience, quality and access to information. Healthcare
is now a commodity to be shopped and evaluated, which is
changing customer service expectations, so it is your
responsibility to stay ahead of the curve in 2010 by
focusing on patient experiences.
By focusing on positive patient
experiences you can develop lasting relationships with
existing patients and increase patient referrals.
These experiences give hospitals and practices the
opportunity to do more with less because WOWed patients are
excited to tell their friends and family about how wonderful
their visit was. This is allowing you to target a larger
number of people on a more personal level. Patients
are more likely to visit a doctor that their friend or
family member speaks highly of, as opposed to the doctor who
is marketing with billboards or printed advertisements.
It is important to remember, patient
experiences include every encounter along the way, starting
with the initial website visit and conversation with the
receptionist, all the way to the bathroom in the lobby to
the follow up call. If that first encounter with the
receptionist is negative you are losing patients. It
is reported that 75 percent of people who abandon calls do
not call back, so if a prospective patient is left on hold
for fifteen minutes they will not be calling back later to
make an appointment. Unfortunately, issues that are
important to patients aren’t always issues that are
important to physicians or hospitals.
It’s time to start evaluating what is
important to your patients, so you can start the year right
by providing those WOW patient experiences. Start
eliminating satisfied patients because they are costing your
practice money because anyone can provide basic
satisfaction, so go above and beyond the practices that are
answering calls with a live receptionist, and start WOWing!
Put it into Practice!
is a cost
effective way to take patient experiences to the next level.
Facebook page to share
physician stories and discussions, health tips, and create
patient support groups.
35% of patients are lost not because of how they are treated
by their doctor, but how they are treated by the
How does your practice
With our exhaustive 130 point mystery
shopping review, you’ll know the answer. Give us a call or
email Jamie today to discuss how our mystery shopping
services can ensure practice growth in 2010!