• Category: Business management

Problems between your practice and patients are inevitable, even in a well-run office. The hallmark of successful practices is how those problems are addressed and solved. Below are the ten most important steps your practice can take to make sure that patient problems are solved quickly and efficiently, providing the customer service edge you need in this highly competitive environment.

1. Treat the patient like a person, not a number.


2. Promptly and completely explain what has caused the problem the patient experienced.


3. Let the patient know who, when, and what number to call to help resolve the problem.


4. Give the patient access to speak with the person in authority who can resolve their problem.


5. Tell the patient how long it will take to resolve their problem.


6. Call back the patient when promised to help resolve the problem.


7. Provide the patient with a progress report if the problem cannot be resolved immediately.


8. Contact the patient promptly when their problem is resolved.


9. Offer useful alternatives if the problem cannot be solved.


10. Advise the patient on how to avoid future problems.

Patients who encounter poor customer service are ten times as likely to tell others about their negative experience, as those who have a positive experience. Accordingly, maintaining satisfied patients is critical to continuing the new patient referrals that you need to grow. Following these steps will make sure that your practice addresses patient problems in a prompt and efficient manner.

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