A few years ago I did a lecture on Great Patient Service and the fact that we need to strive to be Superheroes in our offices to our patients. I was recently reminded on how important this is when a new patient told us that the reason she chose our office was because a real person answered the phone, cared about her needs and then asked the doctor if he would come in early the next morning to see her before he started patients because his schedule was full. She let us know that she really appreciated it and had already told someone about the great service she received even before coming into the office. We were Superheroes in her eyes. Most patients have a choice on where they receive their service and will shop around trying to find the right doctor and office for them.
Patients these days are smarter, price conscious, more demanding, less forgiving, competitor shopping, harder to satisfy and less loyal. They call us for one reason, they want HELP! Help, I need an appointment, help I have pain; help will Medicare pay for all of my services? Help I have a billing problem, help I need to speak to the doctor. The question we need to ask ourselves is…Do we give them the help and satisfaction that they are looking for? Or do they do they receive service like; “It will be three weeks before the doctor can see you.” “I can’t get through to your insurance company.” “She’s not here today you will have to wait.” We can’t make your appointment until the authorization is here.” “I’m either on the phone or away from my desk.” “Press 2 for the front office, and then press 3 for an appointment.” Only to get a recording that the front office person is away from their desk and they would need to leave a message anyway. What makes your office different from others that patients would chose to come to you?
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