15 min

Episode 13: Customer Service Is Key To Your Practice's Success The Private Medical Practice Academy

    • Entrepreneurship

Doctors are sometimes so focused on delivering their medical expertise as a commodity that they seem to forget the customer service component of providing care. Have you ever thought about whether patients are clients or customers?  

In this episode, I am going to tell you the very personal story of my recent visit to the  ER with acute onset complete heart block. My (surgeon) husband and I will tell you that being a patient and family member gives you a totally different perspective. 

The key takeaways are:
Communication is key between all team members Make sure that your messaging (as the physician) is consistent Patients need explicit instructions (even doctor patients) and are looking to you for clear, definitive answers.Patients don't like the run around or having to make multiple calls to your office. I know that we all get annoyed by those patients that are difficult or who are repeatedly calling our offices. But having been on the other side I will tell  you  that you need to make sure that your staff is not contributing to the repeated calling and patient frustration.Your office staff is a reflection on you. Make sure that they are delivering the best customer service.Act like a secret shopper and assess your office's customer serviceDo patient satisfaction surveys so you understand (and correct) any weaknesses--before the poor online review.Want to hear more tips on how to start, run and grow your practice and related medical businesses, please sign up for my newsletter at https://www.thepracticebuildingmd.com

Join my FB group, The Private Medical Practice Academy.

Enroll in How To Start Your Own Practice and get the step-by-step process for opening your practice.

Join The Private Medical Practice Academy Membership for live group coaching, expert guest speakers and everything you need to know to start, grow and leverage your private practice. The course, How To Start Your Own Practice is included in the membership, as a bonus.

Rate, Review, & Follow on Apple Podcasts"I love Sandy Weitz and The Private Medical Practice Academy Podcast." -- If that sounds like you, please consider rating and reviewing my show! This helps me support more people -- just like you -- move toward the practice they want . Click here, scroll to the bottom, tap to rate with five stars, and select “Write a Review.” Then be sure to let me know what you loved most about the episode!

Doctors are sometimes so focused on delivering their medical expertise as a commodity that they seem to forget the customer service component of providing care. Have you ever thought about whether patients are clients or customers?  

In this episode, I am going to tell you the very personal story of my recent visit to the  ER with acute onset complete heart block. My (surgeon) husband and I will tell you that being a patient and family member gives you a totally different perspective. 

The key takeaways are:
Communication is key between all team members Make sure that your messaging (as the physician) is consistent Patients need explicit instructions (even doctor patients) and are looking to you for clear, definitive answers.Patients don't like the run around or having to make multiple calls to your office. I know that we all get annoyed by those patients that are difficult or who are repeatedly calling our offices. But having been on the other side I will tell  you  that you need to make sure that your staff is not contributing to the repeated calling and patient frustration.Your office staff is a reflection on you. Make sure that they are delivering the best customer service.Act like a secret shopper and assess your office's customer serviceDo patient satisfaction surveys so you understand (and correct) any weaknesses--before the poor online review.Want to hear more tips on how to start, run and grow your practice and related medical businesses, please sign up for my newsletter at https://www.thepracticebuildingmd.com

Join my FB group, The Private Medical Practice Academy.

Enroll in How To Start Your Own Practice and get the step-by-step process for opening your practice.

Join The Private Medical Practice Academy Membership for live group coaching, expert guest speakers and everything you need to know to start, grow and leverage your private practice. The course, How To Start Your Own Practice is included in the membership, as a bonus.

Rate, Review, & Follow on Apple Podcasts"I love Sandy Weitz and The Private Medical Practice Academy Podcast." -- If that sounds like you, please consider rating and reviewing my show! This helps me support more people -- just like you -- move toward the practice they want . Click here, scroll to the bottom, tap to rate with five stars, and select “Write a Review.” Then be sure to let me know what you loved most about the episode!

15 min