Think increasing patients satisfaction means adding new software or hiring a new staff? Think it will take months to implement a system and improve your overall satisfaction numbers?
With these five simple steps, you can start providing better service today. Best of all, it won’t cost a penny!
By simply telling your customers how long they will likely have to wait, you give them a little information and shows that you appreciate and respect their time. Usually giving time estimates, within five minute-blocks (as in “15 to 20 minutes”) should do, but even giving ten minute blocks (“20 to 30 minutes”) will give them an expectation and help reduce impatience in the waiting room.
There are actually a few studies that suggest sitting, as opposed to standing, is better for patient satisfaction when you communicate with a patient. A study that was conducted by the Department of Nursing at the University of Kansas Hospital, Kansas City found that patients perceived the time spent with a doctor to be longer when the doctor was sitting. The study concluded that “sitting instead of standing at a patient’s bedside can have a significant impact on patient satisfaction.”
At the front desk, in the chair, when the patient is leaving; using a patient’s first name can significantly improve their satisfaction. They’ll feel more connected to you and your staff while getting the impression that you genuinely care about their wellbeing. Using their name makes them feel like a person, not a number on a screen.
If you spend a little more time with patients, educating them on their condition and specific situation, you’ll not only have knowledgeable patients, you’ll have better satisfaction rates. Informing patients can also include written documents, which allows the patient to see organized information that they can reference at a later date.
There are a lot of tasks involved in providing medical care of any type. You need to update charts, respond to messages, and look up specific information. But if you simply stop and give your full attention to the patient, with complete eye contact, during the first two minutes of your visit, you’ll show that you are fully dedicated to their health. Even a short, uninterrupted, locked-in conversation is better than a long conversation with a distracted doctor or nurse.
With these fast and affordable steps, you can make patients feel great while providing world-class care.