The front desk of your medical practice is the first contact point for patients. This is their first impression of your business. The initial call will set the tone for your overall patient experience, and people will start forming opinions right away.
Your front desk staff has a lot of responsibility when it comes to making visitors feel comfortable and having a good experience with your medical practice. Unfortunately, they can also be the reason why patients leave your practice and never return again.
Following are four tips you can implement to train your front desk managers in order to improve your patient experience and encourage repeat visits:
- Keep patients at the forefront: A recent study revealed that 96 percent of patient complaints are related to customer service, and just 4 percent are related to the quality of clinical care or misdiagnoses. This means medical facilities mainly falter at providing quality service and communication to their patients. So how are you going to deal with this? Well, training your front desk members to put your patients above everything is one thing you can do. Kind of like the “Customer is always right” mentality. Help them understand the importance of greeting patients the moment they enter your office doors. It could be as simple as greeting “Hello”, “Good Morning” or “Good Evening,” if they’re in the middle of something. Patients start developing impressions of the practice based on their initial conversation with your front desk. So, train them on how to answer the queries in a friendly manner and with a smile. Encourage them to be kind, courteous, and above all, helpful, when dealing with patients.
- Listen to call recordings: Every business that wants to succeed and grow must be on top of their client communications at every touch point, especially inbound calls. The best practice for improving the handling of inbound calls is to learn from previous calls and make any necessary changes. Listen to inbound calls consistently — you can access your Felix calls in your account dashboard. Make notes on how they went, and use these notes to train front desk members on different talking points. By listening to these recordings, you’ll learn how your staff members greet patients, how they address patient inquiries, how well they listen to patients and how they manage overall customer relationships. You can even listen to calls with your front desk manager and discuss them together, reviewing what they did well and what they can improve on. When you give feedback,
- Recognize and reward amazing service: Training doesn’t end with implementation. In order to improve, it’s a good idea to also reward employees who go the extra mile to help your patients. If you notice that an employee improves the way they speak to patients on the phone based on your feedback, recognize that. You can thank them, both publicly and privately, or offer a gift card if the performance was excellent. It’s important to make sure employees feel seen and appreciated, especially if they’re putting in an effort to improve patient experience.
- Hold regular meetings: Medical offices can busy and front desk staff can become overwhelmed when they have to handle a lot of queries and complaints. Feelings of overwhelm and frustration can spill over to patients, which can in turn affect your business. The best thing to do here is make sure your front desk managers feel heard. Schedule regular meetings where they can express their feelings and vent their frustrations. Actively listen to them, so their frustration can be expressed to you and not your patients. Create a plan to address the problems if you can. Doing this will also mean you’ll learn more about your patient challenges and concerns, which can help you improve your practice.
Keep these tips in mind to help you train your employees effectively, and improve your patient experience! Have you used call recordings to help improve your front desk performance? Share your experience in the comments!