Patient care is NOT the reason your patients keep coming back to your practice – or at least not the top reason. Instead, it’s patient customer service – which is sitting squarely on you.
Patient Customer Service & Retention
As many as 80% of patients report that poor customer service will make them choose a different practice — even if the care they receive is first-rate.
Now, more than ever, your patients expect excellent customer service that includes more than just smiling and saying hello when they walk into your practice. So, how positive are you that your practice is meeting patient expectations – even when your back is turned?
The good news is that your practice can excel at providing exceptional patient customer service with a little help from expert Julie Bouziotis, MBA, FACHE, FACMPE. Julie has presented a 60-minute online training that will provide you with the actionable steps necessary for you to develop and maintain a solid patient customer service plan for your entire office. This plan will help you retain patients longer and improve your overall practice success.
Boost Your Patient Customer Service
Check out just a few of the easy-to-implement patient customer service strategies that you will receive during this online training:
- Construct an easy-to-follow service checklist that your staff will actually use
- Create and implement a scorecard to maintain patient service excellence
- Uncover service traits during hiring to guarantee a positive patient experience
- Audit, identify and fix your practice’s customer service pain points
- Track patient happiness ratings to avoid retention problems
- Institute a culture of responsibility to make staff own patient service
- Flip unhappy patients over to fully satisfied with these proven tactics
- Integrate a “patients first” model and keep your best patients longer
- Simple changes to staff verbiage secure a positive patient atmosphere
- Confirm viability of your service model and fix what’s wrong, or change it
- Share patient ratings with related staff, and watch customer service improve
- Pin down specific service interference issues and resolve them
- Create a customer service training schedule that works for your team
- And much, much more…
Acquiring new patients costs five times more than simply retaining the patients you have. That’s why keeping your patients happy is one of the best ways to protect your practice’s bottom line and long-term success.
Make Patient Customer Service Expectations Clear
Don’t make the mistake of assuming that your staff knows your patient customer service expectations. There are numerous factors that must be considered to develop your plan: employee experience, cell phone access/usage, word choices, staffing ratios, spatial impacts, problem-solving ability, resources, etc. To make patient customer service the primary focus at your practice, you must spell out your expectations and have an operational plan in place to ensure quality and consistency. This is precisely what Julie’s proven techniques will help you do.
Don’t leave your patient customer service strategy to chance. Sign up for this online training today.
Julie has 20+ years of frontline healthcare leadership experience. She has been a practice manager and surgical coordinator for an orthopaedic office and a practice administrator at a large dermatology practice. Currently, Julie is the department administrator for Stony Brook Dermatology Associates, a large hospital-owned clinic.
Julie’s expansive healthcare management experience means she knows firsthand how to resolve the daily challenges practice administrators face, regardless of practice size. The training that Julie provides is rooted in real-life experiences, and her advice is practical and actionable.
Julie has an MBA and a Fellowship with both the American College of Healthcare Executives (ACHE) and the American College of Medical Practice Executives (ACMPE).
