The medical service your patient receives is only part of the patient's overall visit experience. Patients use many metrics to "score" the customer service, AND, the overall value they receive.
Value is the result of three components: Price, Access and Quality. Price goes beyond the cost of the professional services. If one considers the time element incurred by patients, the overall cost rises.
Consider the average patient:
- First they have to take time away from work in transportation time, 30-45 minutes one-way,
- Second, most patients find themselves waiting too long in the waiting room, then the exam room, before actually seeing their doctor, 45-90 minutes,
- Next comes the check-out process that may include making a follow-up appointment, 15 minutes,
- Lastly, their commute back to work, 30-45 minutes.
All totaled, and in the best case scenario, the patient loses 2 hours at work. Depending on their hourly wage, the cost to the patient is certainly more than the professional fee they pay to the practice.
Being sensitive to the patient's time is an under-appreciated aspect of customer service and the overall value patient's perceive when they see their doctor. Creating a patient oriented attitude in your office, including expectations to run on time are key elements to providing customer service your patients will appreciate.
Providing exceptional customer service is always good for business!
Posts
No comments:
Post a Comment