How is Your Practice Doing?

Knowing how your practice is doing, from the eyes of your patients, is critical to success. Having done countless Practice Performance Surveys, I can tell you there are things happening in your practice that do not necessarily spell overall quality. While I readily admit that most physicians are providing high quality medical care, how does the overall quality of the patient visit rate?

Remember, in previous blogs I have touched on the patients' perspective of "value." Value is the emotional aspects your patients feel when they compare price, access and quality to virtually any other business they use. Yes that's right; you are competing for high quality and value to every other business in your community.

It is important to recognize that patients can only compare their perspective when comparing their experience with your office as compared to other business. That is to say to their local Wal-Mart, Target or Publics. They look at the overall experience. Do the sales people or clerks treat them with respect? How about real interest?

In a recent Practice Performance Survey, the practice rated pretty well in all categories. Funny, the physician was concerned that perhaps his fees were too high for the community. The survey revealed that price was not an issue. Instead, patients reported that certain staff members and departments were less than customer oriented. Patients love the doctor, but had pointed comments about the staff. Of course, the doctor is taking corrective action. Without the survey, he may well have gone on for some time before knowing what his patients really think about his practice.

If you are getting complaints, or even suspect there is something not quite right, do a survey. Ask you patients what they think of the practice, ranging from getting an appointment, seeing the medical assistants, seeing the doctor and finally checking out. You may find new opportunities to improve your patients' perception of a quality practice.