Do you want to increase the satisfaction of your medical practices' patients? One of the best ways to do this is to focus on the patient journey. This patient journey has five basic components that you can use to make customers happy, keep them healthy, and ensure that they come back. What are these journey elements, and what can you do to improve them? Here is a short guide.
Today's patient wants to be empowered as a participant in their own health care. They often seek out information, do research, and stay alert for possible problems or solutions. Your office should provide useful information based on specific patients' needs—such as families, young women, or those with diabetes—to help them stay alert and aware of potential problems. You may also offer free classes, workshops, and video tips throughout the practice.
Once a patient decides to contact his or her medical provider, what is their experience asking for help? Do you offer modern and varied ways to reach your providers—such as a patient portal, email and text confirmations, after-hours consulting, and even a virtual queue? Do you screen patients for specific and urgent problems, like depression? Do patients get quick and useful responses when they call?
Of course, the centerpiece of any patient's journey is the actual care they receive in your office. Even if they have problems with other parts of the process, they are likely to continue as a client if they had a good care experience. Consider modern upgrades like a patient/family concierge, online patient portals, an app, and a variety of providers who can offer different perspectives.
How can your office boost follow-up after a patient has received care? Do they call patients to check in on more serious cases? Do you provide timely follow-up appointments? Can you use the patient portal or contact information to check in with the patient or guardian after the visit? With proper follow-up procedures, patients will feel that you are a partner in their health care.
Proactive contact and information help keep patients healthy and keeps you in their minds between visits. Provide proactive information using established communications, such as a monthly email newsletter with seasonal reminders and health care tips. Remind patients of needed vaccinations or the importance of follow-ups and check-ups throughout the year.
No matter what part of the patient journey your office could use help with, consider trying patient journey management software. While it may require some new investment of time and money, your practice benefits by staying relevant to and involved with today's modern patients.Share