As the new year begins, it is imperative to make sure your practice is making the right first-impression to enhance the experience to both established and new patients.
Website
By 2021, most physician practices should have their own website. But does it have everything you need to ensure patients get the information they are looking for? Even if your practice is affiliated with a well-respected hospital, why should the patient go to your practice vs. someone else’s?
Make sure you have a brief, but detailed bio for each provider in the practice on your website. You should include something personal in the bio to make the provider more relatable to the prospective patient. Also, if you have a smaller practice, consider having photos of your medical and office staff as well as your office itself on the website as well.
You should include photos of your actual office rather than stock photos found online for free, or even purchased. People review a website before picking up the phone to obtain the most information they can before investing in a product or service. You want people to recognize authenticity from your site.
Often overlooked, make sure your address and phone number are easily found on every page of your website. It may be best to make it a part of your header or menu design that remains at the top of each page.
In order to speed up the check-in process you should have an area for new patient forms where the new patient can download their new patient paperwork. Patients can then fill out their paperwork at home and come prepared for their visit. If possible, allow the patient to upload their paperwork to your website allowing the patient to come into the office for the initial visit ready to see the physician. In addition, your website should allow your patients to schedule their visits instead of making calls and waiting on the phone. These website features will reduce waiting times for the patient and ease some of the stress of their first and additional follow up visits.
Do your patients have the ability to see their test results directly from your website? Today, most Electronic Medical Records will give your patients the ability to access their information from a secure platform. You can setup your website with a login site allowing the patient to one central area for reviewing all essential test results
If your practice has not already done so, consider meeting with a web design consultant or firm to have your website reviewed for key topics and SEO (Search Engine Optimization). SEO is key to how your website is found during keyword searches.
Redwood Technologies can review your current workflow and help to optimize this process giving your patients the ultimate experience and help to drive additional patients to your office.
The Office
Patients should not have trouble finding you. If you are not a stand-alone building, make sure there is adequate signage for patients to be able to find your office and your front door. All of those home shows have it right – curb appeal is critical. Is the landscaping around your office neat? Is the entrance to the office clutter-free? Do what you can within the confines of your lease to ensure patients feel welcome before they enter the office. Make sure your website has your office address and a map showing the patient exactly where to go.
Do you have a policy and procedure in place for your front desk to greet patients as they come in? If not, you should! There should always be someone at the front desk to greet the patient at sign in and provide them direction on next steps, be it paperwork or just signing in and having a seat.
Regarding seating, re-think your waiting room. In fact, stop using the term “waiting room.” The name alone places an emphasis on waiting – not something you want your patient to do. Think of it instead as your reception area. Make sure your reception area is well lit, has an accommodating flow and comfortable seating. Is a coffee table necessary to the area? Could it be a hazard to any mobility challenged patients? Also, consider chairs with arms for your waiting room as some patients may need that boost to get up from their seat.
As we currently reside in the era of technology, you should setup Wi-Fi hotspots allowing for your patients to easily use their personal devices to check their email or browse the internet while they reside in the reception area.
Your phones should always be manned during business hours. Staggered lunches can ensure someone is available to cover the reception area and phones throughout the day. Many patients may only have their lunch break to call to make their appointment, and nothing is more frustrating than calling any office to roll straight to a voice mail saying you are closed for lunch and to call back during business hours.
Lastly, staffing. Does the clinical staff have a sense of urgency in seeing each patient? Does the provider? Many lessons are learned from the top down. Most staff will follow their provider’s lead.
Does your office have a dress code? Is it being followed? Ensure staff are dressed according to your office standards and any staff not in scrubs are at least in business casual attire.
They may seem like small things, but everyone is influenced by aesthetics. Your practice’s aesthetic should be pleasing to both staff and patients alike.
Redwood Technologies can help your organization identify areas for improvement in addition to implementing the changes necessary to maximize your patient adoption and ultimately enhancing your ROI. For more information on the Patient Experience and how it could benefit your business, get in touch with Redwood Technologies today or click here to learn more.