Tuesday, October 13, 2009
Improve your patient satisfaction scores for free!
I was going to call this post "ways to be nicer to patients" but we all know nicety is not nearly as compelling a motivation as a bump in pat sat.
So, some quick tips from Meryl Luallin, a consultant and secret-shopper patient who spoke today:
Don't put up a sign at the front desk instructing patients to sign themselves in and wait to be called. It's unfriendly. "If you're short-staffed, short the staff somewhere else," she said.
When you enter the exam room, don't say "What brings you in today?" "How can I help you today?" gets the same answer but sounds nicer.
And lastly, when a patient phones to talk to a physician, staff shouldn't say "He's with a patient right now" because the patient will assume that the doc will call back as soon as he is done with that patient. Instead, try "The doctor usually returns phone calls at the end of the day. Is there something I can help you with in the meantime?"
Labels: MGMA conference
posted by Stacey Butterfield at
6:31 PM
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