When a patient is sick, every slight seems like a major injury. And it’s easy to offend patients when you’re dealing with a torrent of them in the office. Here is a list of 10 customer service musts for every physician practice; consider these iron-clad customer service standards:
§ Be the first to say hello when patients arrive.
§ Answer calls in three rings with a consistent greeting.
§ Use the patient’s name at least once during each conversation.
§ Take a moment to notice the patient’s communication style and respond in a way that makes the patient comfortable.
§ Explain to patients what happens next.
§ Listen to patients without interrupting.
§ Look for verbal and non-verbal signs that a patient is not satisfied or is concerned about something.
§ Respect patient confidentiality at all times.
§ Do what you say you’ll do, when you say you’ll do it.
§ When patients leave, say good-bye warmly and wish them well. If they’ve scheduled a follow-up visit, say you look forward to seeing them again.