So, you’ve got some new patients on your hands and you’re wondering how you can keep them coming back into your office time and time again. Well, we’re here to tell you that the best way to retain patients is to provide excellent customer service that makes you stand out from your competition.
Creating and retaining great patient relationship management for your clientele every time they come to your office should be an objective at each and every appointment. To make sure they have the best patient experience and are satisfied with your services, there are a few key principles you should follow.
Here are 7 tips for you and your staff to provide great customer service for your chiropractic patients.
7 Customer Service Tips for Chiropractors
1. Keep your word.
This goes without saying, but when you tell your patients that you are going to do something, you need to keep your word. Oftentimes patients are promised things that they may never receive.
For example, if you are working with a patient that has recently been in an auto accident and you tell them, “we’ll have you fixed up in six short weeks,” they are expecting that their injuries to be healed in that amount of time that you’ve given them.
But, when that six week is over and they haven’t made as much progress as you told them they would, that can affect your credibility. Your patient may feel like you’re not trustworthy because you didn’t keep your word. Be mindful when speaking to patients and include disclaimers when going over what can be expected from their treatments.
Instead of telling them, “you’ll be healed in six weeks,” tell them, “you’ve suffered quite a few injuries, but my staff and I are here to help you heal as fast as we can. Typically, this can take anywhere from 6 to 8 weeks.”
2. Listen to your patients.
When your patient tells you a complaint they have, whether it’s about the pain they’re experiencing or a critique on your services, you should take that into account. This is your opportunity to build patient loyalty.
Listening to whatever grievance they have proves to them that you value their input and care about their experience with your practice. It’s then your job to take those complaints into account and do something about it. Take action to solve the problem so that your patient will be satisfied with the results.
If they tell you that the receptionist at the front desk was impolite when they checked in for their appointment, what action can you take to make sure that their experience is better on their next visit? Be sure to investigate the claim before making any decisions on how to rectify the situation and listen to your staff’s accounts as well.
3. Be honest when you make mistakes.
Did your staff member tell a patient that they would email them a confirmation about their next appointment and forget to do so? When your team realizes the mistake, reach out to your patient to extend an apology and fix the problem. Also, figure out what you can do the next time around to avoid making that same mistake.
Try an automated patient relationship management system that can help you maintain consistent communication with clients and improve your patient retention rates.
4. Respect their time.
As a healthcare provider, your schedule is often very busy. We get it! But, so is your patient’s. They may have other things going on in their day and this was the only time they could fit an appointment with you. Which means that you should always be on time.
If you’re running a little behind because you’re speaking with the patient before them, notify the next patient so they can adjust for the time change. Try your best to avoid leaving them in the dark. If they are in your waiting room, have your staff give them updates and offer refreshments so that your patient knows they haven’t been forgotten.
5. Thank your patients.
It’s important that you remember to thank your patients for their business. They chose your clinic above others and they love to know that you appreciate them.
Tell them thank you every so often. You could even extend an offer to them, such as a discount on their next visit, to show that you value them as a loyal customer.
6. Be respectful.
Your staff should always treat each and every patient that comes in with courtesy and respect. Respect is an important aspect of any business, but especially for patients and healthcare providers.
Being respectful creates a healthy environment for everyone to work together and get the best results for your patients.
7. Make a good impression every time.
Whether it’s their first appointment or tenth, your patients should always be extended a warm welcome. Whenever they come in for a visit, treat them the way that you would want to be treated. Say hello, greet them with a smile, and establish eye content. You want their appointment to be as pleasant as possible so that they will continue to come see you.
Patient Relationship Management
Maintaining a healthy and positive relationship with your patients is of the utmost importance to healthcare providers. Your patients should be able to completely trust you and know when they walk into your office that they’ll receive the best services you can provide.
You and your staff must work hard every day to give each patient the proper time and care needed. Incorporating these easy customer service tips will help you inspire patient loyalty for life!