You may think your private practice puts an emphasis on customer service, but do your patients think so?
It’s common knowledge that customer service has to be a key focus in order for a private practice to survive and thrive in the long term.
Customer service is just as important as excellent clinical practice… maybe even more important, from the customer’s perspective. Many patients value the overall experience (including staff interactions and convenience) more than the specific interaction with the clinical provider.
Unfortunately, many private practice owners think they’re doing a great job in customer service, when in reality their patients might not give the same feedback.
Is your private practice just giving lip service to customer service? Or are you making patients’ experience truly your TOP priority above all else?
Here’s how you can examine and improve your private practice in terms of customer service. How do you rate on the following questions?
- Have you looked closely at every possible point of patient interaction? Take a look at every communication (or failed communication opportunity), beginning with appointment scheduling and going all the way through patient follow-up after the visit. (If you’re not doing consistent and meaningful follow-up, start there.)
- Is your private practice built around patients’ needs, or your own preferences? This aspect includes everything from your office hours to your ability to make same-day appointments for some kinds of urgent situations. Patients can tell whether the top priority in your office is their needs… or yours.
- Have you built your customer service policies and procedures around standard expectations, or an expectation of WOW? Patients don’t forget when you over-deliver, and what’s more, they will happily tell others about you when you go above and beyond what they’ve been trained to expect from other providers. Distinguish yourself, not just in your marketing but in your everyday interactions with the people you serve.
- Do you expect your staff to deliver exceptional customer service without specific instruction on how to do that? Like you, your team members probably feel that they deliver amazing customer service every single day because they’re working hard at it. But if everyone isn’t on the same page about the specific expectations of your private practice, then the service delivered will not be consistently excellent from the patient point of view.
Remember, your patients could go anywhere for the service you provide (or something similar). Are you giving them compelling, consistent reasons to choose YOUR private practice?
I invite you to visit here frequently for more tips about creating a sustainable private practice!
I wish you the best along your journeys!
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Have a great day!
The PPW team