It may sound cliché to talk about the importance of customer service at your medical practice, but along with the benefits of making your patients feel happy and welcome, there is actual evidence that a business with good customer service increases revenue and profitability. A positive customer experience at the front desk sets the tone for the entire visit and can greatly impact patient satisfaction. If this is an area where you think your practice could improve, here are some ideas to implement at your office.
Customer service starts with welcoming environment
A warm and friendly atmosphere goes a long way in making patients feel comfortable. Train front desk staff to greet patients with a smile and address them by name. Encourage them to maintain good eye contact and use positive body language. Along with those common and kind mannerisms, don’t overlook the perception your waiting area has on patients who visit your office. Make sure that area is clean, organized, and well-lit. Comfortable seating and reading materials can also contribute to a pleasant waiting experience. A fish tank wouldn’t hurt, either.
Make your medical practice check-in seamless
Efficient check-in procedures go a long way toward reducing patient wait times and frustration. If you haven’t already, consider the investment in an electronic check-in system. If that’s not possible, online pre-registration can significantly speed up the process. If you have online appointment software, that functionality should be included. Ensure the front-desk staff is trained to handle the software and assist patients when necessary. Clearly communicate any required forms or information prior to the appointment to avoid any last-minute rush.
Good customer service starts with communication
Front desk staff should possess excellent communication skills to effectively interact with patients. Encourage active listening to fully understand patients’ concerns and questions. Train staff to use clear and concise language when explaining procedures, appointment scheduling, or addressing any billing inquiries. Remember, effective communication builds trust and improves the overall patient experience.
Patients expect a level of empathy
Patients often visit a doctor’s office when they are not feeling their best. Front-desk staff should approach each interaction with empathy and understanding. There are a number of ways to show empathy to patients, but it usually includes the same skill set mentioned above. And empathetic staff is quick to listen and slow to speak. The best front-desk staff show genuine concern for the concerns of patients, and that real concern can go a long way toward building the reputation of your medical practice.
Be professional with the challenges
Unforeseen issues or patient complaints may arise at the front desk. Train staff to handle these situations professionally and calmly. Provide them with conflict resolution skills, empathy training, and guidelines on how to address challenging scenarios. Resolving issues promptly and to the patient’s satisfaction can turn a potentially negative experience into a positive one.
Everything you do at your practice, from in-person care to follow-up communication has an impact on your medical practice. While it’s often overlooked, making your front desk customer service a priority can go a long way toward improving your practice revenue and bottom line. Make sure your staff is welcoming and empathetic, while using all the tools at your disposal to ensure office visits are seamless. Small changes can sometimes make enormous differences.
