All Smiles – How Your Office Staff Impacts Patient Experience

All Smiles – How Your Office Staff Impacts Patient Experience

If this is what your offices staff looks like, or feels like, then you need to regroup. Your office staff is the front line of your practice, and will impact the patient experience as much as (or more than) the quality of care. Their greeting is your patients’ the first impression of your practice, and their goodbye is what patients will have in their mind until the next visit. My mechanic can execute the fastest oil change this side of the Mississippi, but if his front office staff would take their bad hair-day frustrations out me, I’d be out of there in a jiffy, pun intended. But don’t just take my word for it: A recent PwC survey of 6,000 people released this year found that 34% were willing to switch medical providers if offered an ideal experience elsewhere. A report by KISSMetrics, claimed that 71% of consumers have ended their relationship with a company due to poor customer service. The good news is, turning things around is not too difficult. For starters, you can structure your staff’s time so that your patients feel throughout their visit, that your staff’s primary focus is on them. A warm smile upon arrival, a friendly “let me know if I can help you with anything” or a fresh cup of water will do magic for your patient’s experience. You can also put together a short survey for patients to fill out before they leave. With some luck, you’ll get some consistent negative feedback that will give you an indication of where your staff’s weak points are. Be sure to address any negative...