Increasing Patient Satisfaction

This entry is part 1 of 1 in the series Avoiding Revenue Leaks

Every medical practice and general surgery clinic experiences revenue leakage. Like it or not, revenue leaks begin from the moment a patient books an appointment with you. While some of these leaks start out small, within time they can grow and start to negatively affect your practice. Better management can help you figure out where the losses are coming from. Additionally, by increasing patient satisfaction, you can even prevent leaks in your revenue from occurring in the first place.

1. Improve the patient experience

When it comes to choosing the right medical practice, most patients base their decisions on recommendations from family members and friends, as well as online reviews. For this reason, you should redirect your marketing efforts towards physician networks and start growing patient volume. Enhancing patient engagement is not just about improving clinical outcomes; it is also about educating patients and building doctor-patient relationships. The stronger your patient relationships are, the higher the level of overall patient satisfaction.

2. Stop giving off negative vibes

If you are giving off vibes of insensibility or indifference, such as avoiding eye contact, chances are that patients are not going to be walking back through your door. All patients want to be treated with kindness, professionalism, and above all, respect. Energy is perceived by those around you and positive individuals are drawn to positive energy.

3. Improve the patient check-in process

When a patient checks in, you should be able to quickly pull up their charts, insurance information, as well as balances due. Failure to do so means leaking money. However, with the proper tools, you can ensure a solid cash flow and a better workflow.

4. Determine your own and your medical practice’s sense of purpose

A vital aspect in providing quality service is for every member within your team to determine their sense of purpose. Every staff member has a function, including daily job responsibilities, as well as a purpose, including the reason why they are in their current position. In order to reach common goals, it is important that every staff member is trained to know how to create successful medical outcomes, thereby ensuring positive patient experiences and increasing patient satisfaction.

5. Attempt to experience care the same way that your patients do

Put yourself in the position of your patients. Take a tour of your medical practice and see it as your patients would. Are you greeted by helpful staff members? Can you find your way around? Is your practice disability-friendly? You’d be surprised as to what you could learn.

6. Know when and how to apologize

Apologizing for any service disruptions, such as arriving late to an appointment, is crucial to resolving patient issues. When a patient complains or is concerned with what he or she perceives as a service disruption, it is important that you take their side and comfort them with empathy. You should also spread this approach and train your staff members to know how to handle such situations, should they come up.

7. Double-check claims

Claim denials account for tons of expenses. Now more than ever, you need to double-check claims. By streamlining and managing your claims, you can resolve errors, avoid claim denials, as well as ensure your medical practice’s financial stability.

Increasing Patient Satisfaction

It is imperative that you practice proper staff management and continuously strive to improve patient care.  According to the latest medical clinic trends, when it comes to increasing patient satisfaction, you should:

  • Prepare patients for their next visits ahead of time and let them know what they can expect.
  • Create a medical room designed specifically for blood screening tests and vaccinations.
  • Include your medical team in patient pain management tactics and techniques.
  • Hire a medical assistant to handle administrative tasks such as answering calls, writing emails, pulling up patient charts, receiving lab results, and more.
  • Find out what is disrupting your workflow and resolve such issues.Hold weekly staff meetings in order to encourage open communication and identify approaches to improving medical practice performance.
  • Strive to create a blame-free environment.
  • Encourage feedback from staff members and patients.

Improving Patient Experience

When it comes to patient experience, most healthcare professionals, such as yourself, and medical institutions compare themselves to one another. In other words, you benchmark your customer services in accordance with your competition. However, this shouldn’t be the case. You should benchmark customer services in line with the latest medical tools and trends.

Every patient’s experience with healthcare comes from their own knowledge and expectations, which are usually set by the hospitality industry and other areas that have made a great impact on customer service. It is such knowledge and expectations that are crucial to helping patients make more informed decisions and to helping physicians practice medicine much more effectively.

Therefore, if you want to set the bar high and avoid leaks in your revenue, you need to start with hospitable customer service and work your way up to patient satisfaction. Eventually, a focus on patient satisfaction will lead to professional improvement, better clinical outcomes, and long-term success of the medical practice as a service.