According to a recent article on patient satisfaction and high quality customer service in healthcare settings, there are three consistent keys to a great patient experience – particularly in outpatient surgery facilities. These core takeaways apply to virtually any business.
First – “Make a connection: Smile and introduce yourself to patients and family members.” This gets at the need for a great first impression, initiating communications with customers, and personalizing the interaction.
Second – “Set the expectation of service: Share with the patient what will happen, when it will happen and about how long it will take.” We often note that typically 40% of customer dissatisfaction occurs because the customer expected one thing, and the company delivered another. Take ownership over setting realistic expectations of what will happen and when it will happen.
Third – “Say thank you: Within days of providing care, send the patient a thank you note with handwritten messages from staff members.” It’s tough to overstate the importance of conveying appreciation to the customer. The other part of appreciation noted in this third best practice is to not just do it on the spot, but also share appreciation after the encounter. Typically, those post-encounter messages of thanks are a surprise – and carry extra weight in the customer’s evaluation of their last impression of you and your organization.
It’s about being pleasant, proactive, and personalizing. It’s about setting and managing customer expectations of tasks and timing. And it’s about appreciating the other – at the end of the encounter as well as in that unexpected follow-up.
Improve the health of your client interaction with these healthcare best practices.