Recently, I have been reading a book relating to my line of business, and it personally took me in another direction and got me thinking about
"What Patients Love".
As I started pondering on this subject, I thought about what I love most about my personal healthcare provider and why I keep going back to them even when there are so many healthcare provider choices out there to choose from these days.
Here's what I love the most about my healthcare providers...
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Listen to your Patients & Care about their concerns
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Exceptional Patient Care and Bedside Manners
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Friendly, Caring and Fun Loving Staff
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Efficient Customer Service
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Quality Healthcare Services
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Detailed Explanation of my Exam and Results
My physician always treats me like I am the only patient in the world that he cares about (even though I know that’s not so), always listens attentively, answers all my questions and concerns thoroughly, and provides me with the confidence that I am looking for pertaining to my healthcare. And, then there’s his nurse, who is just as attentive, if not more so. They are the greatest and I would travel a great distance just because I love going to them (when needed of course)! Oh, and let's not forget their sense of humor and fun loving personalities...that's the bonus.
I believe that patients want to be heard and want to be informed about their healthcare, and the process along the way.
For example, if a patient comes to your office, needs a particular treatment and/or services, they typically want to know the exacts about the treatment/service, what they can expect relating to the outcome of the treatment/service, if their insurance will pay for the treatment/service, and how much they will have to pay relating to any out of pocket expenses.
When I teach seminars to healthcare professionals, I tend to always tell my attendees…”Treat your patients the same way that you would like to be treated... Put yourself in your patient’s shoes". Think about what you would want to know if you were the patient.
I believe, if we stop and think about this for a minute, then perhaps we can avoid the “Cattle Call Syndrome” of processing patients as if they were just another number.
In closing, here’s a few good rules of thumb and food for thought…
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First...Listen and Care about your patients
- Provide Exceptional Quality Patient Care to your patients
- Provide Detailed Explanation of Treatment/Service Options to your patients
- Provide Detailed Plan of Treatment to your patients
- Provide Expected Outcomes from the Plan of Treatment to your patients
- Provide Detailed Written Financial Responsibilities and Obligations to your patients
- Remember that Patients do not like surprises when it comes to their healthcare...Financially, Physically or Otherwise!
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Keep Happy Patients coming back for more!
Happy Friday!