You may have come across the term, "patient experience" lately and assumed it is equivalent to "customer experience" in other industries. Although there are similarities between the two terms, there are also major differences. Everything that happens in a customer experience is applicable to the patient experience, says Jason Wolf, president of The Beryl Institute, a global … [Read more...] about What is the ‘patient experience’ like at your medical practice?
Increasing profits
Quick tips to deliver useful, easy-to-use financial reporting
To succeed, the office needs financial reports. And it is the manager's responsibility to see that the doctors pay attention to those reports, that they understand them, and that they take action to keep the numbers on the right track. Thus, it is not just the reports but how they are drawn up and how they are presented that makes the difference. Every day is best … [Read more...] about Quick tips to deliver useful, easy-to-use financial reporting
6 key ingredients of a profitable medical practice
Medical office managers are often so focused on the day-to-day that it can be easy to lose sight of the big picture. That big picture is profitability—because, without it, the practice will not remain in business. Although profitability isn't rocket science—after all, only rocket science is rocket science—it does require attention to detail, or what Medical Office Manager … [Read more...] about 6 key ingredients of a profitable medical practice
For good marketing, try an open house
Want a marketing approach that's both effective and inexpensive? Try an open house. It's an open sales opportunity, says Robin Samora of Let's Make You Shine, a Boston marketing firm for medical practices and small businesses. It can achieve a number of good things: Introduce the practice to prospective patients Introduce new physicians Show off the expertise … [Read more...] about For good marketing, try an open house
10 rules for getting good press and new patients along with it
To get new business, your medical practice has to be the first place the patient calls. To make the call, the patient has to know your practice's name. To know your practice's name, the patient has to see it over and over in the media. Media coverage is good free marketing, says Pam Lontos, president of Pam Lontos Consulting in Orlando. But to be of any value, it has to be … [Read more...] about 10 rules for getting good press and new patients along with it
Get personal to get patients to pay faster
Set the expectation of payment before the patient comes in. When the office calls to confirm an appointment, whether it's a live conversation or an automated message, say, "Your co-pay is due when you check in." In other words, "bring your wallet." Some offices go so far as to refuse people who don't have the co-pay at the time of the visit. However, such a strict policy … [Read more...] about Get personal to get patients to pay faster
Make these your 2 top goals for 2019
Goal No. 1: Win the doctors' respect Everyone knows communication is key and, when it comes to managing a medical office, communicating poorly with the doctors can sabotage your ability to do your job well. Here are a few rules for communicating in a way that generates respect, establishes your credibility, and demonstrates that you can be trusted to manage their … [Read more...] about Make these your 2 top goals for 2019
New referrals come from a visit, a folder, and chocolate cookies
When a new manager took over the office of a Miami gastroenterology practice, the office had just lost two physicians and needed to increase referrals for the three physicians who remained. So she took on the job of marketing. Her approach was direct and simple, but the results were so good that now, less than two years later, the schedule stays full. First, she put together … [Read more...] about New referrals come from a visit, a folder, and chocolate cookies
Is your waiting room costing you money?
How would patients rate your medical practice's reception area? Is it cold and clinical, or warm and welcoming? The waiting room is where new patients form early impressions of your practice – and, like it or not, these impressions influence their perception of the medical care they receive. Patient experience is a primary reason medical practices are investing in office … [Read more...] about Is your waiting room costing you money?
Polite form on chart collects balance due at registration
Because staff don't like asking patients for money, one manager set up a non-confrontational form that gets patients to pay their outstanding balances at registration. The billing department attaches it to the charts each morning, and the front desk staff hand it to patients with, "Oh, by the way, there is a note here for you from the billing department." The form was designed … [Read more...] about Polite form on chart collects balance due at registration