Do you want to take your medical practice to the next level in overall customer satisfaction? If you answered yes, this article is for you! The ideas are not very involved – they’re focused on just two words, really: Empathy and Enthusiasm – and you can implement them right away at absolutely no additional cost. Be sure to pass the tips below to your staff and urge them to begin displaying these two qualities today.
- Show empathy to your patients.
According to Dictionary.com, empathy is often described as the ability to feel what others are feeling as if you are feeling it yourself. You can convey empathy with a look, tone and words. So when a patient expresses anger or frustration about something in your office, stop and put yourself in his place. This will tone down any tendency to respond in an angry manner, which will only escalate things. By responding with empathy, you will validate the person’s feelings, defuse the situation and together, you might be able to resolve the situation to the patient’s satisfaction.
- All staff and practitioners need to show enthusiasm; this can make or break the office and/or patient experience.
Unlike empathy, enthusiasm can be faked, sort of like the saying, “Fake it til you make it.”
Here are some ways to show your enthusiasm:
- Smile. This always goes a long way to changing the mood in an office.
- Superstar managers embrace change. Remember that being adaptable will get you further in your job as well as life. Given that a lot in healthcare changes constantly, embracing change will keep your office mood light and positive.
- Encourage your office to perform random acts of kindness for each other and for the patients. No matter what kind of day we’re having, we usually feel better when we can help someone else, so cultivate a culture of kindness.
- Sit up straight and make eye contact. This sounds so simple, but it really lets the other person know you are paying attention and you’re interested.
- Approach patients and situations proactively. In an effort to avoid negativity, we sometimes delay giving bad news. Be the first one to give bad news and then try as hard as you can to find a positive on which to end the encounter.
- Demonstrate enthusiasm verbally. Be helpful and if you can’t (maybe you’re new, not authorized or just don’t know), be sure to find someone who can help the patient.
When patients think of their doctor’s office, they don’t just consider the doctors, but also the staff. It’s best to have more of a “retail mentality” or “secret shopper” perspective and think of your patients’ overall experience when they come to your office. Empathy and enthusiasm will set your office apart and your patients will feel that everyone in your office cares about them, which can have ripple effects for the success of your business.