Patient Satisfaction Starts with the Heart
Customer service and being nice can make or break a first impression, especially in a medical office. My family recently changed insurance companies due to the recent health care changes. We were heartbroken that this also meant we had to change our physicians we’d been with for the past 10 years.(To be accurate, we could have stayed with them, but it would have cost us an additional $300 per month.)
Anyway, I’d finally been able to find a location close to our home that was accepting new patients. I called and informed the receptionist of our dilemma of being entirely unfamiliar with the doctors and hopeful that we would find the right fit for each member of my family. She immediately took care of my uneasiness by saying “Well, that’s what I’m here for and I’m happy to make any recommendations and answer any questions you have.” This impressed me immensely.
After setting an appointment for one of my sons just two weeks out, she then said “I’m working that night, so I’m looking forward to meeting him. Just have him ask for me, Merrit, if he has any questions and I’ll make sure he’s taken care of.” I was blown away. I used to manage medical offices in my past life and I wish I could say I’d had staff this welcoming at that time.
When I was done getting everything set and the appointments made, I complimented Merrit on her ability to take a situation that I admittedly was very anxious about and putting my mind at ease. I told her that I’m a consultant in customer and patient satisfaction and that I wished I could take her on the road with me to show how things should be done.
My point here is that you really need to understand how sad and anxious I was about switching doctors for my family. Just by her kindness and genuine helpfulness, she took the time to answer questions and to be sure that I felt as comfortable as possible with how we had scheduled things. If only we could do this in all aspects of business. Patients are customers too and she acted like she knew it. I haven’t even been to the office yet and I’m already telling a few folks how please I am with the new health clinic and staff. This is the type of recommendation we want from all of our customers. My trust level is high right now and they’d really have to mess it up to change my mind.
Remember, people do business with those that they know, like, and trust. Take a lesson from Merrit and do whatever it takes to make your new customers/clients/patients/guests feel welcome and happy they decided to do business with you.
I’d love to hear your comments below…