Keys to an Outstanding Patient Experience

Brian D. Meyers, CPA, Health Care Consultant

A physician’s primary responsibility is the well-being of his patients.  They strive to provide high quality care to their patients, thus demonstrating excellent skills to diagnose and treat patients effectively.   They are so engrossed in the care of their patients that they often forget about the element of patient service. 

Physicians have a direct influence on their work environment.  Behaviors adopted by them that create an atmosphere of teamwork, collaboration and support, leads to the ability of all health care team members to provide patients with high quality care experiences and patient satisfaction.

Below are a few practical examples to implement within your practice:

• Hire the best and friendliest receptionist
• Train employees on patient relations
• Conduct patient satisfaction surveys
• Include patient relation skills as a significant and highly weighted component of the performance appraisal
• Terminate employees who are unkind, rude and do not adhere to patient service policies and training
• Require employees to keep their social conversations among themselves to a minimum during the patient flow in the office
• Make patient service and patient relations a regular agenda item at your office staff meetings

Understanding patients’ experiences outside your exam room, leveraging staff to work as a team, serving as a role model for service behavior, and sharing your knowledge are keys to comprehensive quality care.  Small changes in behavior can reap big rewards.