Inspiration

Here is how can create a W.O.W. Patient Philosophy for your office?  Start out by reviewing your current systems and protocols.  Ask yourself what's in it for the patient (WIIFTP)?  If the system or protocol benefits only the practice and not the patient chances are it is a weed.  You can change the system or protocol into a flower by making sure it also benefits the patient. 

Every time you interact with a patient ask yourself the following questions.

If you can't answer yes to all of these questions you may be sabotaging your service.  Consistency is a key component in great service!  To avoid service sabotage:

• Avoid stupid rules!
• Do a few things great!
• Do what you can be consistent at!
• Do WIIFTP!
• Do practice, practice and practice some more! 

When your practice loses a patient ask yourself what are we doing different or what did we not do that made this patient leave our practice?

It is very important to create a positive first impression.  Within the first 15 seconds of any interaction we decide whether the person, business or experience is positive or negative. We have one chance to make a positive lasting first impression! We are no longer neutral once we have made our decision.   Our 5 senses all affect our first impression. Think about what your patients see, hear, touch, smell and taste within the first 15 seconds of any interaction with your practice. I would also add a 6th sense...convenience. Is what you are offering to your patients convenient? If not, regardless of how wonderful it is your patient will dee inconvenience as a negative. Do you make a positive sensory first impression with the phone, website, social media, marketing and in your office? Always ask yourself...is it a flower to help your patient relationships flourish or a weed that may end the relationship?

Communication is key in creating a W.O.W. Patient Philosophy. Think about how your team communicates with your patients and each other. Is it positive, respectful and professional? Patients watch and listen to everything that is going on in the office and make assumptions.

Keeping your patients informed will help to avoid negative assumptions. I always say under promise and over deliver. If the registration process takes 15 minutes to enter all the information I would inform the patient to plan on approximately 20 to 25 minutes for them to fill out the forms and for the office to upload their personal information, health history and x-rays.

Communication is not only the words you say. Your words are only 7% of what patients retain.  Body language speaks way louder than any words.  Body language is 55% and tone of voice is 38% of the message you send.   If you are racing around the office, frantic and yelling to another team member for help because you are running behind you send a message to the patient that things are out of control, chaotic and they feel rushed. When patients feel like they are being rushed they may worry that things will be missed resulting in a loss of confidence and trust in the team.  Slow down the speed you walk and talk and move at a steady normal pace. Regardless of what is going on behind the scenes your patients will feel confident and relaxed.

It is important to establish a standard of communication for your office to create clarity and consistency.  Don't forget to include body language and tone of voice when you are establishing your standard of communication.   
 

Set yourself apart from your colleagues, embrace a W.O.W. Patient Philosophy and be the office patients can't stop talking about!