Many medical practices are struggling to grow despite providing quality medical care. At Points Group, we specialize in helping medical practices grow and provide a diverse range of services to help practices do so including consulting, digital marketing, process restructuring, and referral marketing. One common theme, however, comes up consistently as we try to help medical practices grow. Doctors, like most professionals, have a tendency to become very entrenched in their work, and it affects the way they think. When it comes to the business end of a practice, this can hurt growth.

Medical practices need to think like their patients.

  1. Think Like a Patient When Creating Your WebsiteThink like a patient. Ask yourself “What are my patients looking for? What do they search for online? What do patients want and need to see? What do they see online when they search for our business?”

    Keep these things in mind when you design your website. Make sure that critical information about your practice is easy to find and that things like your phone number and physical address are prominently listed throughout the website.

  2. Think Like a Patient When Looking at Your OfficeMost homes have what we call “character” that we don’t notice after a while. A room has been under construction so long that we don’t notice, or there’s a crack in the sidewalk that we don’t even remember because we’ve seen it so many times. The same type of thing happens in an office. We are so used to the office that we don’t notice the shortcomings. Take a look with fresh eyes. What does a brand new patient see? What does the office look like and communicate? Be honest. A dirty or messy office is going to create an impression about the quality of medical care patients will receive, whether it is accurate or not.
  3. Think Like a Patient When Evaluating Your StaffRemember the mindset of a patient – especially a new patient. Most often, patients are experiencing a range of emotions. While your employees are very used to the procedures they follow, patients are not. Take a fresh look at your staff and ask yourself “How are they treating patients? Are they coming across as knowledgeable? Compassionate? Helpful?” Also take a look at the workload of your staff. If they look too busy to help, or if they’re too busy to effectively and compassionately assist patients, it’s time to re-evaluate your staffing situation.
  4. Think Like a Patient When Answering the PhoneA phone call is typically the first interaction with a new practice, and it is crucial that a positive first impression is made here. A significant number of leads are lost due to poor customer service on the phone. It doesn’t matter how good of a surgeon you are, if a patient leaves before even making an appointment, you’ve already lost an opportunity. Listen to your staff on the phone and ask yourself, “Is the staff personal? Do they have the right answers to the questions they are asked? Are they equipped to answer the questions being asked of them? Do they know what to do?” Make sure to pay extra attention to tone of voice as well – there are no visual cues on the phone and it’s very easy to be taken out of context.
  5. Think Like a Patient When Following UpIt is significantly easier and more cost effective to earn repeat business and word of mouth patients than it is to earn new patients through other marketing means. The follow-up is the last interaction you have with a patient, and is what they will likely remember the most (or not at all if you have no follow-up). Think like a patient who doesn’t know the next steps intuitively. Are they clear on what to do next and where to go for help? Have they been given clear instructions? Have they been thanked? Many practices don’t have a strategy here and miss out on major opportunities. The last impression is big.

Once you think through your practice from the eyes of a patient, it should create natural steps that you can take to move forward. Some practices will be able to evaluate themselves internally, but usually it takes some fresh eyes to see some of the existing problems. Once the improvement areas have been determined, it’s time to take some action steps.

Here are 5 action steps to take for the improvement areas mentioned above:

  1. Check Analytics/Website Analysis: Take a look at your Google Analytics and see what web pages most of your visitors are coming to. Make sure those pages are stellar and are easily accessible from the home page – those are the ones that people want to see! You can also have a professional perform a full website analysis for you. They can take a look at your site from a fresh perspective, and take a look under the hood to see how your visitors are navigating the website and can give you a tune-up. (If you’re interested in a website analysis, click on the “contact us” link and put “website analysis” in the comments. We’ll get back to you on how we can get started analyzing your website and help its performance.)
  2. Patient Satisfaction Surveys:Patient Satisfaction Surveys are an excellent way to give your current patients a voice and see how you’re doing in a real-world environment. Information gathered from these surveys is critical to evaluating your practice in an honest way to find areas of improvement and creating an action plan to increase your customer retention rate. Points Group also has automated patient satisfaction surveys, which can be fully customized for your needs.
  3. Secret ShopperA secret shopper initiative can be done in person or over the phone, depending on the specific areas the practice would like to evaluate. This simply requires someone who is unknown to the staff acting as a prospective patient and evaluating their experience. This can be especially helpful in addressing and evaluating specific complaints that come up online or through other surveys by creating specific scenarios for the “secret shopper” to run through.
  4. Phone TrainingOnce the problems have been identified, phone training is essential. Though phone training is often considered for employees who have difficulty in dealing with customers, it is also very useful in helping your phone staff to get the right information, streamline a process, and create the right kind of experience to get customers from prospect to patient.
  5. Process ConsultingProcess consulting doesn’t necessarily sound patient-centric, but it is critical for a positive patient experience. If your processes take too long, are confusing for a patient, or cause opportunities (like follow-up) to be missed, they are creating a detrimental patient experience. Process consulting can help streamline your practice, making it more efficient, cost effective, and friendly for the patient.

Taking the Next Step

There is a lot to do here, and this is overwhelming for a lot of practices. The key is to tackle one issue at a time. As consultants, we do not try to tackle everything at once, but create a plan to systematically address any issues within the practice that can be improved piece by piece.

If you want your practice to grow and either need help in specific areas or just an idea of where to start, give us a call. We can start with a free evaluation of your practice.

Leave a Comment

Your email address will not be published. Required fields are marked *

Our Partners

partners
facebook marketing partner
google partner
shopify logo
hubspot partner program

Home Office

Phone

European Office

Agentur Webfox

Berlin, Germany

Join Our Newsletter!

@ 2023 Points Group / All Rights Reserved

Privacy Policy

This Privacy Policy governs the manner in which Points Group, LLC collects, uses, maintains and discloses information collected from users (each, a “User”) of the https://www.pointsgroup1.10web.me website (“Site”). This privacy policy applies to the Site and all products and services offered by Points Group, LLC.

PERSONAL IDENTIFICATION INFORMATION

We may collect personal identification information from Users in a variety of ways, including, but not limited to, when Users visit our site, subscribe to the newsletter, respond to a survey, fill out a form, and in connection with other activities, services, features or resources we make available on our Site. Users may visit our Site anonymously. We will collect personal identification information from Users only if they voluntarily submit such information to us. Users can always refuse to supply personal identification information, except that it may prevent them from engaging in certain Site related activities.

NON-PERSONAL IDENTIFICATION INFORMATION

We may collect non-personal identification information about Users whenever they interact with our Site. Non-personal identification information may include the browser name, the type of computer and technical information about User’s means of connection to our Site, such as the operating system and the Internet service providers utilized and other similar information.

WEB BROWSER COOKIES

Our Site may use “cookies” to enhance User experience. User’s web browser places cookies on their hard drive for record-keeping purposes and sometimes to track information about them. User may choose to set their web browser to refuse cookies, or to alert them when cookies are being sent. If they do so, note that some parts of the Site may not function properly.

HOW WE USE COLLECTED INFORMATION

Points Group, LLC may collect and use Users personal information for the following purposes:

  • To improve customer service
  • Information you provide helps us respond to your customer service requests and support needs more efficiently.
  • To personalize user experience
  • We may use information in the aggregate to understand how our Users as a group use the services and resources provided on our Site.
  • To improve our Site
  • We may use feedback you provide to improve our products and services.
  • To run a promotion, contest, survey or other Site feature
  • To send Users information they agreed to receive about topics we think will be of interest to them.
  • To send periodic emails
  • We may use the email address to respond to their inquiries, questions, and/or other requests. If User decides to opt-in to our mailing list, they will receive emails that may include company news, updates, related product or service information, etc. If at any time the User would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email.

HOW WE PROTECT YOUR INFORMATION

We adopt appropriate data collection, storage and processing practices and security measures to protect against unauthorized access, alteration, disclosure or destruction of your personal information, username, password, transaction information and data stored on our Site.

SHARING YOUR PERSONAL INFORMATION

We do not sell, trade, or rent User’s personal identification information to others. We may share generic aggregated demographic information not linked to any personal identification information regarding visitors and users with our business partners, trusted affiliates and advertisers for the purposes outlined above. We may use third party service providers to help us operate our business and the Site or administer activities on our behalf, such as sending out newsletters or surveys. We may share your information with these third parties for those limited purposes provided that you have given us your permission.

THIRD PARTY WEBSITES

Users may find advertising or other content on our Site that link to the sites and services of our partners, suppliers, advertisers, sponsors, licensors and other third parties. We do not control the content or links that appear on these sites and are not responsible for the practices employed by websites linked to or from our Site. In addition, these sites or services, including their content and links, may be constantly changing. These sites and services may have their own privacy policies and customer service policies. Browsing and interaction on any other website, including websites which have a link to our Site, is subject to that website’s own terms and policies.

CHANGES TO THIS PRIVACY POLICY

Points Group, LLC has the discretion to update this privacy policy at any time. When we do, we will revise the updated date at the bottom of this page. We encourage Users to frequently check this page for any changes to stay informed about how we are helping to protect the personal information we collect. You acknowledge and agree that it is your responsibility to review this privacy policy periodically and become aware of modifications.

YOUR ACCEPTANCE OF THESE TERMS

By using this Site, you signify your acceptance of this policy. If you do not agree to this policy, please do not use our Site. Your continued use of the Site following the posting of changes to this policy will be deemed your acceptance of those changes.

CONTACTING US

If you have any questions about this Privacy Policy, the practices of this site, or your dealings with this site, please contact us at:

Points Group, LLC

https://www.pointsgroup1.10web.me

150 Morristown Road, Suite 220

Bernardsville, NJ 07924

This document was last updated on July 24, 2014