Eight Simple Ways to Make Your Patients Happier

We came across an article in the January edition of Managed Healthcare Executive that we wanted to share.  The article points out several simple things providers can do to make their patients happier.  Besides that fact that this is a good practice for any business toward their customers, patient satisfaction has become increasingly important in the healthcare space.

Here is a summary of their tips:

Get comfortable talking about money – Discussion of lower-cost treatment options is welcomed by patients.

Listen more – In addition to displaying physical cues that you’re really listening to your patients, ensure you’re listening to your employees as well.  The benefits trickle down to all throughout the practice.

Focus on cultural competency – This goes to ensuring broad and appropriate training for your front desk staff who are the front line of customer service in your practice.

Get smart – Consider leveraging tools your patients enjoy using – their smart phones – to make things such as check in and bill paying simpler.

Upgrade technology – Implement a patient first approach to billing.  This makes it simpler for your patients to pay, which only benefits your bottom line.

Be empathetic – Health is personal.  Providers should work to meet patients where they are in their healthcare journey and try to walk in their shoes.

Make phones friendly – Turning phones off during the lunch hour is not customer friendly.  Make sure your staff are available to answer the phone, and that they have solid customer service training for ensuring positive interactions on the phone.

Focus on the waiting room – While a patient is in your waiting room, they’re forming a critical first impression of your practice.  Focus on making this experience better, improving the environment, and reducing appointment wait times.