A business’ success is highly dependent on customer satisfaction. A low satisfaction level means your customer retention and loyalty levels will likely be low too. The same is true for the healthcare business.
Therefore, improving patient satisfaction has become the primary purpose of medical practitioners. Keeping your patients happy can increase your reputation. You can also earn incentives under the Hospital Value-Based Purchasing (VBP) Program.
It’s pertinent to mention here that the VBP Program rewards depend on the quality of the care you provide and patients experience. Moreover, by paying close attention to patient satisfaction and experience, you can enjoy more opportunities for revenue generation.
However, customer satisfaction is also crucial to build a strong relationship between physicians and patients. For instance, satisfied patients are likely to make follow-up appointments. Which can lead to more positive outcomes.
When your patients are satisfied with your services, they are more likely to return to your practice in the future. Moreover, they can recommend your medical practice to their friends as well.
If you are interested in gaining a loyal customer base, then you should implement the following tips to enhance your patient experience.
1. Patient-Centred Communication
Understanding how to clearly communicate with patients and their families is important to win their confidence.
As you paramedical staff spend a considerable amount of time talking to patients but are they really communicating? It has been observed that the majority of healthcare providers don’t listen to their patients carefully.
They just prefer to prescribe medicine without sharing the details of the disease. It’s not a good attitude. Physicians must prefer both verbal as well as non-verbal communication while interacting with patients.
When you talk to your patients in a polite tone, they will feel free to share their problem without any hesitation. Moreover, to make them feel more valued, you can use good gestures, make eye contact, and encourage the patients. More importantly, you should work on improving the body language while speaking to patients.
In addition to this, you should elicit the patient’s agenda by not interrupting them and engaging in focused active listening. By listening to your patient’s perspective, you can easily explore their feelings, and experience regarding the impact of the illness.
In this way, you can get a better idea of what the patient expects from the physician. Furthermore, healthcare providers should explore the patient’s emotional response after disclosing the diagnosis.
2. Take Patients’ Complaints Seriously
Sometimes, it becomes very challenging for medical practitioners to please the patients, especially the elderly. However, it doesn’t mean you should take their feedback for granted.
You should take the complaints and concerns of your patients seriously. Because it might turn out that you’re doing the best you can. When you show interest in listening to your customers’ issues, they will be satisfied with your services.
Moreover, hospital administrators and marketers can play a significant role in increasing patient satisfaction. For example, they can conduct surveys to gather customers’ feedback. Which is necessary to make needed improvements in your healthcare services.
For this purpose, you can also create a blog that shares authentic information about common illnesses or other frequently asked questions. These communication strategies can help you to stay at the top of the healthcare market.
3. Train Your Staff for Success
Therefore, it is crucial to make sure that your staff has etiquettes, knowledge and skills to deal with patients in a good way.
Moreover, they are also responsible to collect the copays and deductibles of the patients. If they treat the patients with particular attention, then you customers may not show reluctance in fulfilling their financial responsibilities. Which can ultimately increase your revenue.
Make sure that you have good people in well-designed jobs with solid and professional backgrounds.
4. Implement Customer Service Etiquette
In today’s value-based care model, efficient customer service in healthcare facilities has become a need of the hour. Because people are craving a different approach when it comes to healthcare.
Leaving patients feeling neglected may result in dire consequences for your medical practice. Such as negative reputation, low patient volume and cash flow disruption.
Moreover, a high percentage of patients stop going to medical practices just because of poor customer service experience. Therefore you should have a well-trained customer support team that can help your patients understand every step of the way.
You should train and educate your employees on how to interact & communicate with customers to deliver excellent customer service.
Here are some customer satisfaction tips you can follow:
- Use positive words & phrases.
- Listen actively to your customers.
- Offer gratitude.
- Maintain transparency.
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