SMALL DETAILS TELL THE BIG STORY
Perhaps you’ve heard the old adage: “It’s often 5% that makes 95% of the difference,” or put another way, “The devil is in the details.” What this means for your podiatric practice is that the smooth and efficient operation of your office (or lack thereof) can be found in small details that are signs of the bigger picture. At The Institute for Podiatric Excellence and Development (IPED), we’ve polled experienced practitioners for the top indicators that the overall quality of their patients’ experience was slipping.
Here are some telltale signs to look out for:
- Are staff member’s uniforms clean and pressed?
- Are staff members wearing their nametags?
- Are they chewing gum?
- Is the reception area clean and magazines organized throughout the day?
- Is a patient called from reception area to their treatment room with warm greeting or is it just “Mrs. Smith?”
- Are the computers turned on prior to placing patients in the exam rooms?
- Are phones answered in a friendly fashion and with a consistent script at all times?
- What’s the average amount of time patients are put on hold?
- When patients are placed on hold does the receptionist ask, “May I please put you on hold?” When returning on the call does the receptionist say, “Thank you for holding?”
- Are co-pays routinely being collected?
- Are all patients asked at the end of their visit, “Do you have any additional questions?”
Taken individually, each of these may seem like very minor points in the day-to-day operation of your practice but, like dirty paper towels on the restroom floor, they give an impression of negligence or care which in your patients’ minds can translate into confidence or lack of confidence in the medical care they will receive. Even if you are the best podiatrist in town, if your office is shoddily run, the overall impression given to your patients will be poor.
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