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More than ever before, health care is on the forefront of everyone’s mind. Whether it be the rising cost of medical costs or the political effort to insure all citizens, the medical office itself is where the true patient care takes place.
While there are pressures from all sides to see more patients in less time to reduce costs, it is important to remember the true reasons the patients are coming to your office in the first place – Patient Care. Patients come to your office to be proactive about their health, for treatment of an acute illness, or for chronic disease management. Because of this, there are some relatively simple ways to remain patient centered in order to achieve better patient compliance and outcomes.
Partner with your patients – The best way to treat your patients is to partner with them. Provide them a cooperative environment that encourages two-way communication between patient and the medical office. Be transparent about how your patients can expect to be treated, the expectations they can have about the treatment they will receive in your office, and the expected role the patient themselves will be responsible for.
Treat them as you would treat your family - The health care environment inherently lends itself to sensitive situations regarding health issues. It is important to treat each patient with the utmost respect, deservedly or not. Each patient is somebody’s mother, father, sister, brother, or child. When discussing health issues and care concerns, speak to each patient respectfully, as you would a loved family member.
Avoid jargon - While there are many acronyms and clinical terms that are used in the office on a daily basis, these words and phrases are not common knowledge in the outside world. It’s often scary and uncomfortable for patients to ask for clarification.
Ask clarifying questions - When patients call in or are seen in your office, be sure to ask clarifying questions about their issues or statements. Two people can describe the same thing in completely different ways.
Be proactive – Be as proactive as you can in any way possible. What is taken care of on the front end will result in less work for everyone involved. Whether it be scheduling tests at the time of the appointment or asking if refills are needed, whenever you can take a task off of the patient’s shoulders, patient satisfaction is increased.
Give the patient control whenever possible – When the patient feels that they have some control in a situation, they will likely be more compliant in those areas where they don’t have as much control. By feeling that they can determine even the little details, patient compliance increases when they are given directives by the physician or medical assistants.
Be professional at all times- Patients can see and hear everything that goes on in a medical office. Although they may not directly correspond, when patients feel that the medical office environment is professional, they feel that the care that they will be receiving in that office will be of the highest quality. Conversely, when the patient’s perception is that of unprofessionalism in the office, they will begin to question the quality of care they receive. As soon as quality of care is questioned, the patient relationship is compromised.
Remember that your patients have most likely entered into your office not of their own choosing. They are there to address a medical concern or acute issue. When they arrive the medical office, it is usually with some trepidation. When you focus on being patient centered and identifying with them, you will have patients who understand their responsibility as a patient, are more compliant, and have a higher rate of patient satisfaction.
Keep in mind the title of everyone in your office – Health Care Professional. You are there to maintain and improve the health of your patients by taking care of them in a professional environment.
To learn more about how providing patient centered care follows the basic premise of excellent customer service, I’d like to send you a free audio download of my recent teleseminar “Promoting Customer Service in Your Company”. You will receive it immediately by email when you visit http://www.CustomerCentricTraining.com. You’ll also receive my free monthly newsletter all about becoming more customer centric in your organization.
Visit http://www.KristinaEvey.com to sign up for my free newsletter filled with tips to increase profits and customer retention.
Helping you focus on your customers – Kristina Evey
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