We’ve been working on patient service training this month, so this great post on Physicians Practice got our attention.  Too many physicians and practice managers still misunderstand how patients perceive their quality of care: it’s not just about the results.  Patients make judgments about their quality of care from the moment they arrive at your practice. 

The article on Physicians Practice includes some great advice — some of our favorites that we frequently share with our client practices include:

  • Don’t room patients far in advance.  Waiting in the exam room is more stressful and annoying than waiting in the reception area.
  • Warn patients about long wait times.  If they’re aware they’ll need to wait 30 minutes, they’ll be less upset about the delay.
  • Use warm greetings, including the patient’s name, to establish a connection and convey that you care.

Check out the full story by clicking here.

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