A lot goes into building a practice; from getting patients, to providing the best service and ensuring they have a great experience during their consultation. Getting patients to know about you is crucial, however, getting them to come back when they need your services is another crucial part of growing your practice.
Patient loyalty is built from the moment a patient enters your clinic. Here are some tips to help you learn how to make the entire experience count.
Stay on top of appointment times
Time is an important factor to consider especially in service provision. Just as you expect your patients to respect your time by coming in for their appointments on time, you as a doctor, should also ensure you keep time for the appointments. However, sometimes there may be unforeseen circumstances; like being required to perform an emergency procedure, attend to a patient in urgent need of your service, a personal emergency or simply traffic, that may make it difficult for you to be available in time to see your other patients. In cases like these, it important to put in place measures for how to handle such situations and train your staff on how to deal with them promptly and make decision on what to do depending on the specific issues.
My Health Africa understands how important your time is and that is why our platform seeks to assist you manage your time better by focusing on service delivery, not on paperwork.
Being a doctor is not only about offering healthcare services to your patients, it is also about building their trust. This can only be possible if you go beyond the few minutes you get to have your appointments with your patients – they need to feel their concerns are heard. If you want your patients to stick around, you need to connect with them whether it is through social media, which can be difficult depending on a doctor’s schedule, or secure messaging systems.
Your patients are most likely to come back to your clinic if they feel cared for and My Health Africa enables this through reminder notifications and messages which is an easy and convenient way of reminding them about their appointments.
Small details including having a water dispenser in your waiting room or current magazines not only provide patients with a pleasant experience, but also give them a strong impression that you care beyond just giving medical advice and treatment.
A patient will judge their experience at your practice from the first call they make to book an appointment at your clinic. Concern, care and friendliness are qualities that should be emulated in your entire practice. Be clear with your staff about your customer service goals at the clinic and how you expect them to communicate with patients as that can determine whether a patient comes again or leaves with a negative perception of the practice.
You are constantly working – putting in a lot of time and resources to grow your practice and as such, you should appreciate the significant role that patient satisfaction plays in that growth. Invest in ensuring your patients leave your clinic being sure they came to the right place, and that they would actually recommend you to their friend and family.
A good customer experience results in the long-term growth of your practice.
At My Health Africa, we help to automate the booking experience for your practice to ensure a patient is able to convenient find and book an appointment with you. MHA also enables patients to easy reschedule or cancel an appointment, to help to reduce no shows. Our automated system that sends immediate booking confirmations and reminders via email and WhatsApp/SMS contributes to a better patient experience.