We all know that first impressions are powerful in a medical office setting, but the last or “lasting” impression is important too. The last impression a patient leaves your medical office with is often the one they’ll remember most after their visit. If everything up to the patient’s exit has been favorable, but the last few steps of the patient’s visit are less than ideal you may sabotage the patient’s experience altogether.
Service excellence scores are important in healthcare these days. For that reason, medical office practices and hospitals strive to receive high scores from their patients. To achieve high service excellence scores healthcare needs to “deliver” on on their service in every way. So, focus on that “lasting” impression for your patients.
When wrapping up the office visit have a set protocol to follow. For instance:
- Do let patients know if they are to remain in the room after the physician or provider is finished. And let them know that someone will be in with final instructions.
- Check to see if the patient has any more questions and if they have and understand the instructions they are to follow. This is the time to check on medication refills needed, their preferred pharmacy, etc.
- Make sure you look up from the computer regularly, as you communicate with the patient through out the entire patient visit. A rule of thumb… look at the patient as you ask the question and then look at the keyboard as you enter the info into the computer.
- Schedule future appointments and check them out if it is to be done in the room. And let them know they don’t need to stop at the desk as they leave.
- Do escort the patient out of the room and to the exit. It’s the courteous thing to do, just as you’d walk someone to the door in your home.
- Thank the patient and address them by name as they leave.
If the patient needs to stop at another desk before leaving the office:
- Be sure to tell the patient that they need to stop at another desk before leaving. Escort them to that desk area.
- Check out people should be friendly (smiling), making eye contact and checking to see if the patient has any more questions or concerns. Make future appointments if necessary
- Again, address the patient by name during the check out process and do thank them for choosing your practice for their care.
A final note:
If patients are to be asked to rate their experience before leaving the office, make sure the people asking that question are engaged with the patient by smiling, making good eye contact and asking the question in a way that seems natural, not rote. Someone less than friendly at the end of the visit may be the reason for a low score.
If the patient is asked to rate their service on a scale of 1 to 5, with 5 being the highest for instance, and they answer with a low score be prepared to diplomatically ask for clarification on their low score. Don’t challenge them on their perception of their care. Their perception is your reality. Do document their reasons for their score and use it as a tool to improve your service.
Do consider that asking the patient in person can put them on the spot and keep them from giving an honest answer.
Well done, Karen. I hope those who need to know read this article.