As a medical practitioner, it is essential to strive for engendering a good patient experience on a routine basis. Although medical care tends to concentrate on the bodily health of clients, medical care also quite definitely involves an emotional aspect for both medical practitioners and patients.
For example, when revealing unpleasant findings from tests, making sure the patient is completely comfortable while hearing your diagnosis is one of the most important factors in cultivating a mutual and beneficial medical care relationship.
There are lots of minor steps doctors may take in their everyday work practices that will improve the patient experience by setting up a favorable, nurturing atmosphere. Here are four important tips to bear in mind when it comes to communicating with your clients:
Show That You Care
There are many social cues given off by doctors and their staff that may impart a sense of apathy and indifference to a patient.
One of the most important gestures is making eye contact with patients, which provides the validation and a sense that you’re working with them as a person rather than a faceless collection of symptoms. Make sure your staff demonstrates the same level of patience and concern as well, never rushing them or ignoring them because they’re too busy performing other tasks.
Offer patients your total attention and listen to them intently, slow down long enough to determine what the patient actually needs, and meanwhile offer little personal conveniences like blankets, support pillows or cups of water.
Don’t Be Afraid to Apologize
“Sorry” is often a difficult word for a physician to say, but it’s an expression that you and your staff should make an effort to learn.
Solving patient concerns means understanding how to apologize for service errors when they’re called out by patients. It involves avoiding defensiveness due to self-importance or apathy which is often prevalent in medical facilities whenever a patient confronts you over what he or she feels is a service mistake.
Rather than taking it personally, try to quickly and empathetically side with your patients in these circumstances, irrespective of whom you think is logically at fault. Pass on this tactic to your personnel through role plays and other coaching exercises so that it will lessen a patient’s anger or distress in such situations
Make Sure Employees Understand Their Purposes and Functions
An extremely critical element of good patient service is making certain that each employee — whether new or old — understands his or her specific fundamental purpose in your business and values its significance.
Any worker has both a function (their basic daily job responsibilities) and a purpose (the reason for the job’s existence). For instance, achieving effective medical results and providing a welcoming human experience to patients are purposes, while changing linens or scheduling appointments are functions. .
A well-trained employee will know how to balance their attention to functions and purposes depending on what is best for a patient at any given moment.
Pay Attention to Systems
Realize that enhancing patient satisfaction involves systems and procedures as much as friendly and understanding customer service. When it comes to increasing a patient’s satisfaction with their experience, medical professionals sometimes concentrate too heavily on putting on a grand show of empathy.
Although genuine tenderness and smiles are valuable in this case, so are systems. This includes knowing how to properly schedule and allocate time for appointments, keeping customer files well-organized and accurate, and adopting standard practices to follow before, during and after patient visits to ensure their session is documented and their prescribed regimens followed up on correctly.