Dr. Ron’s Research Review – November 4, 2015

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This week’s research review focuses on Practice Management.

Seven reasons you are losing patients to the competition. (Chism, 2015)
Inaccessibility
Small offices often struggle with getting back to patients, setting appointments, and general scheduling issues. Good processes can prevent these types of patient satisfaction issues with intentional planning. For example, set up times in advance to let patients know when you return calls.
Unconscious Conversations
Train your team to know the difference between private and professional conversations.
Defensiveness
When a patient complains about a service, the tendency is to become defensive or to offer reasons why something didn’t go as planned. Making an excuse or offering up explanations in self-defense is the worst customer service mistake.

 

Physicians are compelled to manage their time very strictly. Physicians would not risk being overwhelmed by their patients’ complaints if, at the beginning of interviews, they were to listen to patients without interrupting. Therefore, 2 minutes of listening should be enough to obtain a fairly complete list of the patient’s reasons for seeking consultation in almost 80% of cases. (Lussier and Richard, 2006)

 

Dr. Ron


 

Articles

Seven reasons you are losing patients to the competition.
            (Chism, 2015) Download
Patients who choose elective procedures such as laser treatments, plastic surgery, Botox, fillers, bioidentical hormone therapy, or alternative medicine will leave your practice if their experience is anything less than favorable. This is true even if they get the results they were seeking. It is up to the office manager to create the right environment and engagement from the staff to ensure sustainability. This article offers seven reasons practices lose patients to the competition, and what to do to course-correct.

Doctor-patient communication. Time to talk.
            (Lussier and Richard, 2006) Download
How many times have patients remarked, “You’re busy today, Doctor!” Depending on how it is made, the remark can convey several messages.1 The fact that you do or do not appear to be busy is thus an important aspect of the relationship you offer your patients. Further, one of the concerns patients often bring up in surveys on satisfaction is that their medical consultations are too short.

 

References

Chism, M (2015), ‘Seven reasons you are losing patients to the competition.’, J Med Pract Manage, 30 (5), 338-40. PubMedID: 26062331
Lussier, MT and C Richard (2006), ‘Doctor-patient communication. Time to talk.’, Can Fam Physician, 52 (11), 1401-2. PubMedID: 17279196