Staying active in the healthcare industry is not an easy task as it is not only done by having the best medical equipment, best employee or facilities but by having the best doctor-patient or clinic-patient satisfaction. While there are several things that patients can do to boost their healing rate, doctors and staff also have their part to play to improve their satisfaction.
Employees will have to be engaged in the strategic implementation of recognition strategy to improve their culture in the clinic and thereby to increase the customer satisfaction. When staffs are engaged, they will be able to – improve patient satisfaction, thereby improving the standard of the hospital; enhance their knowledge thus giving room for innovation and staying ahead of competitors; stay active and help to create a responsible and independent workforce. You can click here to learn more about employee/staff engagement.
Keeping the chit-chat between the doctors and the patients to a minimum; it’s not that talking with your patient is bad but doing it to an extent is best. Chatting with your patient establishes a rapport and makes the discussion of disturbing medical issues easier. However, having too much chat with your patients can make them feel bored while disturbing other patients who are in the waiting room looking at the ticking clock. Click here to learn more as a doctor to minimize the wait time for your patients.
One other means of improving your patient satisfaction is by asking them for a thorough list of their problems. Once they arrive at your clinic, it is very vital to confirm and have the list of reasons of their visit. This process can be done by the front desk staff and the medical assistant.
Apologize? Common courtesy goes a long way in satisfying your patients. Most of the patients coming to your clinic will forgive you for your tardiness most especially when you explain to them how you care about their time and apologize.
Took so much time answering a patient? In a situation like this, you will have to send a member of your staff or a medical assistant to give feedback to the other patients waiting. Let them know what is going on when the doctor will call them, the schedule as it stands, number of patients before them and other information they will love to hear. This won’t make them as if they are ignored, and they will have the feeling that we know the value of their time.
You can decide to offer beverage or snacks to patients on the queue. Beverage, snack, or water offered to wait patients will help them to ease the anxiety and build goodwill.
One last thing you can do for your patients to boost their satisfaction is by providing entertainment. This is most important for children in the waiting room. Adults may understand why they are waiting but children may not. In a situation whereby kids are brought to your clinic, having a TV showing a cartoon program may go a long way in entertaining the children and may also serve as a lifesaver. To boost total satisfaction, you may include a TV that shows adult programs too.