| Do what you do so well that they will want to | | | | At the appointment did they understand what |
| see it again and bring their friends. | | | | their diagnosis was and what the treatment plan |
| ~WALT DISNEY | | | | is? Did they reschedule? |
| A few years ago I did a lecture on Great Patient | | | | Sincere: Our patients expect us to be sincere with |
| Service and the fact that we need to strive to | | | | them. They expect us to be genuine, honest and |
| be Superheroes in our offices to our patients. I | | | | truthful with them at all times. You know when |
| was recently reminded on how important this is | | | | someone is not sincere; make sure it is not |
| when a new patient told us that the reason she | | | | someone in your office who is insincere with your |
| chose our office was because a real person | | | | patients. |
| answered the phone, cared about her needs and | | | | Caring: Patients want to be treated with gentle, |
| then asked the doctor if he would come in early | | | | helpful consideration. You would think in a doctor's |
| the next morning to see her before he started | | | | office everyone would be kind, but that is not |
| patients because his schedule was full. She let us | | | | always the case. Patients expect us to be |
| know that she really appreciated it and had | | | | sensitive to their needs and have empathy for |
| already told someone about the great service she | | | | their symptoms. |
| received even before coming into the office. We | | | | Reliability: Patients expect us to be there for |
| were Superheroes in her eyes. Most patients | | | | them. They want to be able to depend on us |
| have a choice on where they receive their | | | | when we need to get things done for them and |
| service and will shop around trying to find the | | | | to make them better. They expect consistency in |
| right doctor and office for them. What makes | | | | the care and service that we are there to give |
| your office different from others that patients | | | | them. By doing this we gain their trust and loyalty. |
| would chose to come to you? | | | | Attitude: How is the office staff and doctor's |
| Patients these days are smarter, price conscious, | | | | attitude? Was your approach to the patient |
| more demanding, less forgiving, competitor | | | | friendly and helpful? What is the outlook of the |
| shopping, harder to satisfy and less loyal. They call | | | | office as a whole? Is everyone excited and happy |
| us for one reason, they want HELP! Help, I need | | | | when patients arrive? How was the doctor's |
| an appointment, help I have pain; help will Medicare | | | | stance with the patient? Did the patient see and |
| pay for all of my services? Help I have a billing | | | | feel that the whole office had a great attitude |
| problem, help I need to speak to the doctor. The | | | | about them and about what they are doing for |
| question we need to ask ourselves is...Do we give | | | | their patients? |
| them the help and satisfaction that they are | | | | These are the factors that patients evaluate |
| looking for? Or do they do they receive service | | | | service quality. How can we ensure we are |
| like; "It will be three weeks before the doctor can | | | | creating frequent, lasting memorable impressions |
| see you." "I can't get through to your insurance | | | | with our patients? We can WOW them. What is |
| company." "She's not here today you will have to | | | | WOW? It is doing for your patients what others |
| wait." We can't make your appointment until the | | | | have not done or won't do. What makes up our |
| authorization is here." "I'm either on the phone or | | | | ability to WOW? Just put a WOW in front of |
| away from my desk." "Press 2 for the front | | | | everything you do now; WOW friendly, WOW |
| office, and then press 3 for an appointment." Only | | | | helpful, WOW answered the phone on the first |
| to get a recording that the front office person is | | | | ring and it was a live person! WOW understanding |
| away from their desk and they would need to | | | | how they may feel. WOW enthusiastic about |
| leave a message anyway. | | | | what you do for them. WOW knowledgeable |
| Patients know that they can receive about the | | | | about your job and how you answer questions |
| same services at most medical/specialty offices, | | | | for your patients. WOW caring for them like they |
| so what are they looking for when they come to | | | | were your friend or relative. It is what we do for |
| your office? | | | | them now, but doing it in an exceptional way. |
| Value: They want to receive value at their visit. | | | | Conduct an office meeting to think of ways that |
| Did the visit have meaning? Did the doctor help | | | | you can WOW your patients. Maybe it is making |
| them? If they had to pay for something was it | | | | sure that the patients are greeted by their name |
| worth it to them? Were they shown appreciation | | | | when they arrive and thanked for coming in as |
| and respect? | | | | they leave. Having a real person answer the |
| Tangible: Patients want to receive something | | | | phone before the third ring or returning messages |
| tangible at their visit. Did they get a brochure or | | | | right away always gets a pleasant surprise from |
| handout about their medical problem? Did they | | | | patients. WOWing comes from within each person |
| receive any samples? Do you have new patient | | | | in the office. There are two great rules to |
| information and product bags for them? What did | | | | remember when trying to create WOW that will |
| they walk out with that they can take home and | | | | ensure you are headed in the right direction. |
| read about your practice and what it has to offer | | | | 1. If you wouldn't want it done to you, don't do it |
| them? | | | | to someone else. |
| Communication: This is the number one issue with | | | | 2. Treat every patient as though they were your |
| poor patient relationships and can lead to serious | | | | favorite celebrity, superhero, friend, neighbor or |
| issues for medical practices. How was the | | | | they were your Grandma! |
| communication with the patient before and at | | | | One way to know if you are being successful at |
| their appointment? Did the patient receive clear | | | | WOWing your patients is if you are able to get a |
| instructions on office forms, insurance information, | | | | smile from them and hear them say WOW! |
| payment policies and appointment requirements? | | | | |