Correction of Mistakes is Key
Correct your group’s mistakes immediately and overwhelmingly in your customer’s favor. The customer may be the patient, local hospital, a referrer or someone else you simply do business with, like a local creditor you accidentally underpaid. Correcting patient mistakes proves particularly critical in these litigious times. Errors don’t have to be clinical in nature. They may have to do with a patient’s bill, appointment or simple miscommunication.
Every practice makes mistakes – we are human. What matters is how quickly and completely you and staff work to correct them. Accepting responsibility is a good business practice, while looking to put blame elsewhere — particularly on the customer impacted by the mistake — makes for bad business. The positive “publicity” and customer loyalty that comes from accepting your mistake and correcting it in the customer’s favor make up for any money you lose from the mistake itself.
Don’t Undo Your Hard Work
There are, of course, other business practices that can put you in a positive or negative light. The bottom line is to make your policies and daily actions are attentive to community reputation and customer loyalty. Avoid undoing the hard work you put into building your practice’s reputation.