Three Steps to Improve Patient Experience

Going to the doctor or dentist for care can be a stressful, unpleasant experience. Patients are often suffering from nervousness and worrying about missing work and the financial cost of their visit, not to mention physical discomfort and fear of what the provider might find. How do we as clinical and administrative staff make their visits so pleasant that they don't dread coming back and will refer friends and family?

Appointment reminders

Depending on staffing and patient panel sizes, these reminders can be delivered in a variety of ways. Clinics with smaller patient panels can call patients individually. Postcards both provided at the time the appointment was scheduled and mailed out at least one week before the date are also a great option. Large clinics and hospitals schedule automated calls that reach patients two or three days before their scheduled appointment. 

Streamlined check in

Acknowledge every patient when they come in. This reduces the likelihood a patient will have an extended wait before even getting checked in, because it's less likely they will be completely forgotten. Provide a separate spot on the counter for patients to sign in where they won't have to stand awkwardly behind a patient who is checking in or out (and possibly hear HIPAA information the whole time).

Managed expectations

The most carefully-managed schedule can quickly be thrown out of whack when delays begin to cascade, causing long wait times (and frustrations for patients) as the day progresses. When delays do occur, communication with the patients reduces irritation. Don't deposit a new mother with a sick newborn in an exam room and then leave them for 30 minutes without updating the mother. No patient wants to feel forgotten.

These simple tips build a trusting relationship between patients and providers.