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Changing the Perceived Culture of Indifference in Care

When CAHPS and other survey tools are provided to patients, they ask patients about the aspects of their experiences that are important to them. In other words, they ask patients to tell us what that individual patient cares about when related to their medical experience.

Many of the questions focus on the communications and interactions between providers, staff and the patient. If the “professionals” are seen to be disengaged, distracted or indifferent, the patient feels neglected, rushed, and under-informed.

Unlike most articles, the purpose of this is not to tell your employees to smile more, though that won’t hurt. It is to look at the visual and communication aspects of your culture and office surroundings with the goal of adding more “optics” that you care.

Your first impression with the patient- and the best chance to create a lasting satisfaction score is their initial contact with you- whether it is the phone, social media, website or “rating” sites. Be diligent on keeping your website current, your social media active, and your reviews high. Not every patient is going to love you, but how you handle the poor review is key. We can help with training front office staff of the correct way to answer calls, how to make your website and social media robust, and how to handle less than stellar reviews.

Your first in person impression is just as important. The power of an office makeover is amazing. From an TD perspective, employees would be willing to work up to 1 hour longer in a nicer environment (thanks CBS). From a patient’s perspective, there is a “Halo” effect on a visually inviting entrance area. The patient immediately has a positive vibe and releases more positive energy.

As any home makeover show will tell you, these changes do not need to be drastic. Things as simple as painting the office in bright cheer colors, having “welcome” signs in the lobbies, and using flowers, plants and balloons in the offices all have major impacts to the look of the office.

Reducing cluttered space is another way to make the office seem breezier and more inviting and technology can help here. Take your “announcements” that are typically posted around the reception area and add them to a HDTV based education station in your waiting room. It neatens the appearance of the office and puts everything in a usable format that everyone can see without cluttering up the business area of the room.

To go a step further, get rid of those outdated posters on the walls and pamphlets on the tables and add instructional and engaging videos to your education station drive home your “care for the patient” message. People watch over 100 billion videos on YouTube, why would they want to read your posters and pamphlets on health and wellness? Speak to the patients in their preferred language.

Make navigation easier. Include the locations and provider profiles of likely referrals on your education station. For instance, orthopedic offices can tell the patients where the radiology office, physical therapist and DME providers are located and how to reach them to make an appointment.

When the patient is in their exam room, don’t let them stare at the walls. Instead, hand them a tablet that has tons of information about the reason for their visit. This not only occupies their time, but prepares them to have a real conversation with the provider and team. Arm your patients with a tool to be prepared for their appointment at their time of need. This simple tip increases engagement tremendously because the patient does not need to think of questions cold turkey. You are guiding their behavior without them knowing it.

As you know from my previous posts, personal communication is key for building relationships that are satisfying and profitable. After the appointment, send the patient a thank you email with some homework. Include a video or two that reinforces what the provider said and encourage your patients to live healthier. This thank you note is a great place to sneak in your survey. The patient will already feel like you care. A week after the appointment, follow up with your patient to see how they are following your prescribed treatment plan and if they have any questions. This simple customer service technique enables you to avoid issues due to a knowledge deficit and provides additional motivation to the patient to stay on track.

The exciting thing is that these soft business skills matter not only with showing that your team cares, but with increased profitability. There are scores of business white papers and articles (a quick search on yielded 531 results) that show the correlation between personalized service and “customer buy in” and increases in overall sales, per person sales, and overall bottom line growth.

Call a company like Halo Health to help you with this. For less than $10 a day, Halo can set your office up for success. Call (856-520-8655) or email ( today.

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