The 10 Commandments of Patient Service

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.

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