Achieving Better Retention and Patient Satisfaction
Thriving successful practices have mastered the challenges of patient and client retention.
A question that needs to be asked, answered and fully understood is “Where does patient or client retention start?”
The truest and most simple answer is the point when the patient is procured!
You could say that patient procurement and patient retention are two sides of the same coin.
Let’s delve into this in a bit more detail.
Let’s delve into this in a bit more detail…
A practice, in essence, has a systematic way of obtaining patients, receiving patients, treating patients and collecting payment for services rendered.
In amongst all of this is the human element or the patient or client themselves. This is where the complexities of patient retention begin and end.
The Key Points That Determine Patient Retention.
How a Clinic addresses the human element is really the crux of succeeding in the challenges of patient retention.
Always keep in mind that underlying retention and patient satisfaction issues are usually issues with service, delivery, and the interaction with the staff.
There are several key points in any practice that determine the outcome of patient retention. This applies to new patients as well as existing patients. These are as follows:
- Overall Clinic Environment and General Staff Interaction with the Patients
- Front Desk – Patient Arrival
- Patient Prep
- Physician Interaction
- The Front Desk – Patient Departure
- Interim Period – The Time After the Patient Leaves Until the Time They Return.
- Dealing with Patient Upsets
Each of these elements, when properly set up and organized, will lead to a higher degree of patient satisfaction and will result in better retention and better reviews.
In the next article, there will be some tips and strategies to help improve patient retention and treatment satisfaction.
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