Do You Treat Your Patients Like Customers?

When asked what the purpose of his business was, physician and author Peter Polack responded: "keeping customers satisfied".  Now this may seem a bit unusual, referring to your patients as customers, but when you think about it…aren't they?

Sure they may be coming to you for a specific ailment or through a referral, but what makes them continue to seek your services over another physician's?  According to this Physicians Practice article from Polack, there is a specific formula that sums up whether or not the patient will likely return; a formula created by branding expert Ira Blumenthal:

PROMISE + EXPERIENCE = RELATIONSHIP

So, what kind of experience is your customer getting?  Are they walking into a clean, friendly office atmosphere? Or a disheveled, dreary room with outdated magazines?  Are they kept waiting for their appointment with no explanation?  Keep in mind that the experience your customer has may determine whether or not they ever walk into your office again.

Make sure to stay attentive to all aspects of your office and look for ways to improve.  Does any signage need to be updated?  Time to update the décor and repaint those avocado-green walls?  Take the time to really evaluate your office and try to see it from the perspective of your customers... what can you change to enhance their experience?   

To read the original article, click here

 

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