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Enhancing the Patient Experience: The Simple Things

Wednesday, May 15, 2019 12:38 PM | Anonymous

For many offices, it's usually clear where your office is and thus your front door. For many others, especially those in large office buildings or in urban areas it's not as clear.  Even if your office is easy to find, there can be road closures or construction that impedes timely arrival.

You can easily enhance patient experience by anticipating issues such as difficulty in locating your offices front door in a large building or alerting patients to road delays. This enhances their experience and yours by preventing frustrated and stressed patient arrivals, not to mention on time appointments!

Here are some tips to consider:

  • Post clear directions on your website. Include photo's of your front door or parking structures to park that are closest to your office.  
  • If sending electronic reminders for appointments, include your address and if necessary parking instructions as well as a link to your website for directions. Make sure this is mobile friendly as that is the most likely time they'll realize they are lost!
  • When a new patient calls in, alert them to any possibility of confusion and provide oral instructions and/or an email that clearly outlines how to get to your office. 
  • If unexpected road construction or delays are incurred, call your patients and let them know of any detours or potential delays as appropriate for the duration of the delay. 

This last one happened to me for a recent dental visit. I could have easily left 5 to 10 minutes earlier to get to my appointment had I known of the road condition. Instead I arrived 10 minutes late, stressed and anxious. As did the patient who entered right behind me. 

Finally, a fellow medical marketer shared how this could be taken a step further by suggesting a video or a video montage of pictures be made illustrating where to park, the elevator, the hallways, a map and a picture of the offices front door.  I would add to that a suggestion that you highlight the front staff waiting for them at the desk with smiling faces and waves. 

These very small considerations that make a huge and positive impact on your patients overall experience with your office and makes your office standout from the competition. 


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