August 26, 2019
When working in the healthcare environment, “sweating the small stuff” is just part of an ordinary day. But add to that declining reimbursements, increasing overhead, healthcare reform, office politics and more, and the stress factor multiplies. Regardless of these taxing aspects, patients should not be made to feel the burden of a practice’s daily pressures. Maintaining proper etiquette throughout the day––even when times are tough––will help patients feel comfortable, trust your judgment, and ensure their loyalty to your practice.
In today’s modern world, people are seeking better experiences, no matter the landscape—from retail to hospitality to healthcare and so on. Thus, to create loyalty while drawing in new patients, patient satisfaction has become a rapidly growing focus for healthcare organizations. If your practice provides great care to patients—whether it’s in the lobby or the examination room—people will find out. By mouth, word already travels fast; via the internet, however, it can spread like wildfire. One satisfied patient promotes your services, lauding your practice to friends, family and their social community, driving new clientele and revenue. But this cuts both ways. In the USA, the loss of a single patient due to dissatisfaction can result in the loss of over $200,000 in income over the lifetime of the practice. Further, that disgruntled patient’s comments about your practice will likely lead to exponential losses in future clientele and revenue.
Throughout the day, though, you and your staff are placed in a spectrum of emotional highs and lows with each patient encountered, not to mention increasingly complex workflows and ever-changing regulations that must be managed as well. As such, it can be challenging to keep up a happy veneer as the day wears on and crises continue to roll in. However, each patient is entrusting their health to you, so it’s essential to practice patience and present a pleasant demeanor despite any unpleasant internal or external factors.
Every patient wants to be treated as an individual; thus, remaining objective while personalizing the visit through engagement, comfort and clear communication is crucial to their experience. In fact, patient experience is positively associated with clinical effectiveness and patient safety, and support the case for the inclusion of patient experience as one of the central pillars of quality in healthcare. Therefore, paying mind to how you communicate and engage with each patient—or in other words, practicing proper etiquette—can not only make your job easier, but improve health outcomes and ensure patient loyalty as well.
So, what are the best ways to ensure your practice is practicing proper etiquette?
Impressions can last a lifetime, and can directly affect your organization––so make them count!
Implementing etiquette protocols while properly engaging with patients via clear communication and meaningful interactions will keep your practice running smoothly. Further, patients who feel their time was well-spent during their appointment leave your office feeling better, prompting them to share their experience with others.
At ChartLogic, we understand how critical the connection is between the physician and the patient. We also recognize the variety of dynamics that can negatively influence the moods and deportment of physicians and their staff on a daily basis. Driven by the desire to improve patient care, office efficiency and profitability for the physician practice, ChartLogic developed one of the first Meaningful Use Certified EMRs in the country. Over the last 25 years, we have expanded our software suite to a complete ambulatory EHR suite that includes electronic health record, practice management, revenue cycle management, e-prescribing, patient portal and much more. Ensuring staffs and physicians aren’t sweating the small stuff, ChartLogic continues to add products and services that help practices improve patient care through efficiency, allowing them to focus on what matters most—the patient’s experience and overall health.
ChartLogic EHR is used by thousands of providers today because simply put––it works. To learn more about ChartLogic’s industry-leading EHR, schedule a live demo today.