When you are in the medical profession, you will see hundreds of patients a week. All of the listening, diagnosing, and decisions can begin to weigh heavily on you. No matter how much you love your job, sometimes you know that you need to do better. In general, your patients will trust you and talk to you about some of their most intimate things. But you can take steps on how to improve patient experience so that when they leave your office, they will be telling everyone how competent their medical professional is.
Concern
When a patient comes to you, they are likely apprehensive and/or upset with what is going on. And they will feel better if you are showing concern that is enough to make them feel like you are taking them seriously, without adding to the worry. People often worry that they are going to the doctor without any good reason, and that is part of why people put off going for too long. A little concern goes a long way.
Comfort
When people feel uncomfortable, they aren’t likely to open up to you in the way that you might need them too. Having somewhere to hang their coat if they choose also. A comfortable temperature in the waiting room – taking into consideration the elderly and young babies. A restroom that is suitable for all abilities to use is a must too.
Your reception staff can help you make this experience great too. Using the touch on the elbow technique and showing where patients may pick up a range of leaflets about their specific worry. Or where they may look online in the comfort of their home.
Soothing music, comfortable chairs, and consider a warm and inviting color on the walls too.
Paperwork
There can be some occasions for some patients where the paperwork can be confusing. And when they fill it in the wrong details, it can lengthen any processes they are going through. If you need to take their insurance cards, depending on the country, when you hand over the clipboard with forms, either place stick tabs by each space they need to fill in, or a mark on the paper to guide them through it. Let them know that if there are any questions, you or a member of staff can help them out.
Expectations
A quick way to make sure that everyone is on the same page is to have an announcement board that tells people how long the delay is and for which doctor. This means that patients won’t be surprised with an extra-long wait; instead, they can check their phone, read a book, or read pamphlets. What is essential here is managing their expectations when they arrive.
Ask
Just before the end of the appointment, ask if they have any questions. Ask if they understood what was discussed, and where appropriate the next steps that they need to take. This gives them another opportunity to mention why they are there and give you direct feedback too.
Those are some simple tips that can help with keeping your patients happy, and you feel like you are doing the best job possible.
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