5 Easy Ways To Provide Excellent Customer Service At Your Clinic
One of the top goals of a reputable clinic is to offer their patients comfort and excellent customer service. Highlighting your ethics and expertise while providing quality services will help you build a bond with your patients and achieve customer trust and loyalty.
From the time your patient steps into your clinic to the time of treatment, and thereafter, each step of the patient experience has to be carefully arranged.
Medical Customer Service Tips
Offer Beverage Vouchers
Keep your patients happy in the waiting room. Nobody likes a long wait to see a doctor. By giving out $5 coffee vouchers (Eg Starbucks), your patients can enjoy a beverage while waiting, and they will feel taken care of. A small gesture on your part can go a long way.
Send a ‘Get well soon’ bouquet
Make your patient feel special by sending them flowers or a wellness hamper when they are hospitalised or have undergone surgery. Do include a handwritten note, expressing your well wishes. There’s nothing more personal and thoughtful than their doctor showing them that they care.
Transform your waiting room to a “clinic talking point”
Waiting rooms are a major pain point in the patient experience. Here’s a chance to turn passive waiting into active care. Dress up your clinic with attractive and useful information about other services that you offer. For instance, a patient who has visited you for a knee procedure may also be interested in having a bone density test done. Showcasing all your services is the best way to create awareness so your patients know what else is available to them.
Create a Whatsapp group
Set up a WhatsApp group for patients to reach out to you about any enquiries they may have. It could be a simple pre-surgery concern or advice they need while recovering from surgery. This basic communication tool will make your patients feel safe, closer and well-connected to you.
Say ‘Thank You’ and Be Warm
Clinics can be a cold and nerve-wrecking place as emotions are running high. There’s nothing more comforting than a warm welcome into a clinic. Counter staff can get the ball rolling, by greeting and welcoming patients into the clinic. Next, get up and personally invite patients into the consultation room. Say ‘thank you’ to your patients expressing your gratitude for choosing you, and trusting you. Include a ‘thank you’ line in your letterheads and invoices that they receive. Lastly, counter staff should thank patients and let them know how they can best contact you if they have any questions – “Please do not hesitate to contact us and let us know how we can help you.”