Orthotown September 2019 - 53
The power of "patient-centric"
Think about companies that you enjoy
working with. Why do you like them?
Overall, it's probably because they make
themselves convenient to do business with
and make your experiences with them
easy and pleasurable. They might even
fi nd ways to exceed your expectations
whenever possible.
Basing their processes and services
around their customer's needs is by design,
not by accident. They know it will separate
them from their competition and encourage
you to keep coming back. Shouldn't your
patients feel the same way when doing
business with your practice?
"Patient-centric" is the concept of
engineering 100% of your practice around
the convenience of your patients. When
you become patient-centric, you implement
systems and processes that cater to the patients' needs and wants, not
just what's most convenient for you and your team.
Think about your own office: How well do your processes and
experiences match up to the needs and expectations of your patients?
Do you think there could be weak points?
If you're serious about increasing production and new patient
starts, these three proven strategies will work for you. But becoming
patient-centric is an absolute prerequisite. Successfully implementing
each one is contingent upon you and your team focusing on creating
a positive experience for every patient interaction.
These strategies are listed in order of priority, because each builds
on the next: getting more patients, keeping them coming back, and
getting them to accept treatment plans they need and want.
1.
Rethink your intake process
It starts with availability. A patient should be able to
reach you on the phone when it's convenient for them:
8 a.m. to 6 p.m. Monday through Friday at a minimum.
Think about it: For most, it's easiest to call early morning before
work, during a break or lunch, and in the early evening after work.
The same is true for your available appointments to see new patients.
You must have appointment times that are convenient, because not
everyone can come in the middle of day. If your office is "off" at the
same time as your patients, you're not easy to do business with. This
limits your ability to get new patients.
Then, the phone call needs to guide patients through a smooth
and easy conversation in a pleasant, helpful and professional manner.
When patients call in, they want to find out more about your services
orthotown.com \\ SEPTEMBER 2019
53
http://www.orthotown.com
Orthotown September 2019
Table of Contents for the Digital Edition of Orthotown September 2019
Orthotown September 2019 - Intro
Orthotown September 2019 - Cover1
Orthotown September 2019 - Cover2
Orthotown September 2019 - 1
Orthotown September 2019 - 2
Orthotown September 2019 - 3
Orthotown September 2019 - 4
Orthotown September 2019 - 5
Orthotown September 2019 - 6
Orthotown September 2019 - 7
Orthotown September 2019 - 8
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Orthotown September 2019 - Cover3
Orthotown September 2019 - Cover4
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