How to Improve your Patient Experience (8 Step Checklist)
It's easy to get carried away into perfecting your skill and delivering amazing patient results, especially when you're passionate about what you do;
but what about the other interactions that patients have with your brand?
What is their patient experience like? And could it use some improvement on your end?
Here's an 8 step checklist on how to improve your patient experience so that current and future patients will want to keep coming back to you later on.
But first... grab our free episode downloads here: https://www.patientgrowthaccelerator.com/downloads
- Easy & Accessible Online Appointment Scheduling
Just take a look at these statistics from WP booking plugins.
- 42% of patients prefer to book appointments online.
- 77% of patients think that having the ability to book, cancel, or change appointments online are important.
- 64% of patients are seen to use self-scheduling in the coming years
- Automated Appointment Confirmations and Reminders
Once a patient books an appointment send them a confirmation email that includes the date, time, location of the appointment and any additional information that they'll need to prepare for it.
Before their appointment consider sending them an appointment reminder email or text, giving them enough time to prepare for it and to arrive on time. This will help improve your patient experience and show your customers how efficient you are.
- Patient Paperwork Should be Accessible Online
Just think how much more patients you could see each day if you provided your patients with an online link to complete all required paperwork online.
All of this information will have to be entered digitally at some point anyway, so why not have your patients complete the form remotely so that it can be digitally stored in your customer relationship management system.
- Politely Respond to Patient Queries ASAP
This means responding to social media leads, emails, website inquires and answering phones promptly with enthusiasm, introducing yourself to patients, and being helpful and willing to answer all of their questions.
- Share Helpful Content on Social Media and your Website
Social media is the perfect way to connect with your new and existing patients online. As online users continue to turn to social media to learn more about brands and what they have to offer, it is important that you consistently show up online with valuable content.
Patient testimonials, before and after progress photos and screenshots of patient reviews are a great way to promote brand credibility on social media and your website.
I’d also highly recommend checking out this video for more free tips on sharing helpful content on social media.
- Send Emails to Keep your Patients Engaged Online
If your goal is to improve your patient experience then definitely consider sending engaging emails to your audience at least once per month.
This video covers everything you need to know about sending emails that your customers will want to open and engage with.
- Send Patient Surveys for Feedback
Surveys can be crafted based on the questions that you'd like to get feedback on from your patients, here are an example of a few questions that you can ask:
- How did you find the experience of booking appointments?
- Were our staff empathetic to your needs?
- How long did you have to wait until the doctor attends to you?
- How easy is it to navigate our facility?
- How happy are you with the doctor’s treatment?
- How satisfied are you with the results?
- How likely are you to recommend us to your friends and family?
- How much do you rate us? (5 being the highest rating)
- Internally Review your Patient Reviews
Take some time to review what your patients are saying about their experience at your practice by reviewing their reviews on Google, Facebook, Yelp etc.
If a patient truly has a great experience, they will want to share it with others, and the same is true for negative patient experiences.
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If you'd like to learn more about how you can implement these strategies yourself, then check out our online learning program, ‘Patient Growth Accelerator Academy’ which covers everything you need to know about social media content marketing in a simple and actionable 10 step content marketing plan.
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Cheers,
Shanice.
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