(e)Merging Practice Growth Trends:
Refocusing on Patient
Don’t let healthcare customer service take a back seat
while dealing with change.
To say that the American healthcare industry is in flux
is a gigantic understatement. The changes that are both
upon us and impending are countless, ranging from the
electronic record transition to the political overhaul.
In a time of uncertainty, it can be helpful to focus on
that which we do have control over. No matter how many
adaptations we have to make, we can strive to ensure
patients do not feel the stress of the behind-the-scenes
mayhem. We can also work toward not just maintaining,
but improving the patient experience.
“As consultants, we see many practices and healthcare
networks that are becoming too busy behind the desk to
give patients the attention and personalization they
deserve,” notes Jamie Verkamp, partner at (e)Merge.
“They are feeling more processed and herded. We
understand that staff are inundated with new
technologies on top of an already massive workload, but
patients do not.”
Verkamp suggests keeping the efficiency behind the wall,
so the patients feel like the most important part of
your practice rather than your new EMR implementation.
Staff can also remember some little gestures, like
always making eye contact during conversation or
introducing themselves. These courtesies take just
seconds to carry out and convey warmth and personality.
To some, this may seem like just more work. And while it
does take extra effort, it keeps the staff focused on a
positive aspect of practice that they can manipulate and
affect. Giving patients a “wow” experience is also a
vital aspect of practice. “We sometimes forget that
without the patient, a practice or hospital can’t
survive. But with increasing competition, patients can
always find other healthcare providers willing to give
them the experience they seek.”
Put it into Practice!
to increase brand awareness and improve customer confidence
with a single button click?
(e)Merge blog to learn more about iPhone apps for your
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!