7 Ways How Healthcare Staffs Can Boost Patient Retention
The patient base for any healthcare organization, or ambulatory services, or practice group is ever evolving. It varies from time to time, and if not taken care of properly, may affect the patient loyalty program.
The process of improving the retention of patients consists of several factors. Whether you are asking for treatments in the plastic surgery department, or dental care, or any other medical domain, the underlying strategy of patient retention remains more or less similar. Considering many such factors, let’s discuss how the frontline staffs can boost and accelerate patient retention for their respective healthcare organizations.
1) Provide Awesome Customer Service
Loyalty Program and Customer Service are inseparable. Without a proper and excellent customer service, Patient Loyalty Program is incomplete.
In order to improve customer service experience, always find ways to excel and go beyond. Once you know a patient’s name, try to use it while addressing them. In order to minimize the boredom in the waiting room, make sure to place some objects of entertainment that can set a happy mood. Magazines, TV, Books, Music etc. can go well in helping everyone feel comfortable. Investing adequate time and money to build a winning customer service system will give a boost to your business. In a quality Patient Loyalty Program, there are various options on how you could attend the patients and give them a better experience.
2) Being Proactive
Frontline staffs must be proactive in approaching the patients and taking care of them. Don’t wait for the patients to come up to you, rather be upfront in helping them when required. Be it – setting an appointment, solving any issue, sharing any information related to your healthcare service, communicating, and many more – always try to be on your toes to attend them. These qualities of the frontline staffs are appreciated by the patients. They enjoy being in a comfort zone and feel good. But one thing to remember for the staffs – don’t overdo anything.
3) Respect Your Patients
It’s quintessential to train your office staff to treat each patient well and show respect to them. The more respect you give, the more likely they are to return to avail your service. Along with it, offering them a great medical treatment with proper diagnosis also counts in the goodwill. Try to be nice while you speak. Presentation and the first impression matter a lot for any business. Try to be cordial and provide all the necessary information the patients are asking for. If they are facing any problem, try to come up with a solution. Conclude the conversation on a good note. Communication is the key factor, which can impress a patient instantly or can also distress an individual if not done properly.
4) Attend Phone Calls
It’s really important to receive phone calls when patients are calling to book an appointment, especially during working hours. When the phone keeps on ringing and there is no one to attend it, it seems frustrating for the patients. It is crucial to remember that seeking an appointment for medical treatment must be taken care of very seriously. Since it is a matter of health that is necessary to be cured on time without much delay. Make sure you attend the phone call right away with a friendly voice.
5) Call Back When Necessary
Though it is required to operate 24×7 especially for medical practices, but sometimes people tend to set a time (working hours) for attending phone calls. Your office may be closed (outside working hours) and a patient may leave a message. In such cases call them back the moment you resume work. For any miscall or message, call them back within the hour. This makes them feel special and also tells them that they are important to you. Let’s not delay in doing so, since there are lots of competitors in the market who might get a call from the patients instead of you. Thereby you will miss an opportunity to serve the patients and retaining them.
6) Follow Up Calls
Surveys done on healthcare domain show that follow-up call to the patients makes a good mark in the minds of the patients. On the onset, it would help to gauge how the patient is reacting to the medical service they received; whether they are happy or a bit unsatisfied. This type of practices will help you to stay ahead of your competitors since many of them do not do so. Going forth, the healthcare organizations can also include various rewards and complementary treatments to the patients for instigating them to come again.
7) Improve The Process
The way a healthcare unit operates must be devoid of complexity and inconvenience. One of the common complaints you face from the patients is that how long they need to sit in your waiting room for an appointment. You may certainly try to get in as many people as possible but remember to be accurate and realistic while setting an appointment. While patients try to ask for a solution to problems, answer them promptly. Lack of clarity on billing procedures can also affect patient loyalty. It is important to streamline the process in an organization for the sake of patients so that they keep coming back again and again. Along with this, it is also important to implement a quality Patient Loyalty Program in the business ecosystem for a better patient retention strategy.
From small practices to large healthcare organizations, patient retention has been an important aspect. It is time-consuming and can’t yield overnight results. But, if maintained well with persistence and dedication, success is bound to come. NextBee has the knowledge and expertise to take patient retention to the next level. Contact us to learn more about our patient loyalty program and strategies.