Your staff needs to have the training, tools, attitudes and image to provide exceptional service. In addition to technical skills, they have got to be patient-centric focused. That means people skills are needed for open communication with the patient so they are comfortable you are living up to their expectations. This not only streamlines the process, it also improves the value of the service the patient perceives they are getting.
Well-defined processes ensure that the service is provided in a consistent manner. This is important for efficiency as well as for the perceived quality of service.
For example, your ancillary services may be performed by your staff. However, the patient often expects the service to be provided in a specific way or by a specific individual—and that can pose challenges in assigning staff, managing the process, and ensuring a consistent experience and result.
Properly documented processes also make it easier to train new staff that joins you so, they too, provide consistent services. A procedural protocol that runs smoothly is perceived as a sign of quality by the patient and cannot be taken lightly.
This last “P” deals with anything ‘tangible’ or visual. That includes your before/after photos, reviews and patient testimonials. But it goes beyond that to your image, such as your lobby, location, furniture, marketing materials, hair, shoes, jewelry, clothes, etc. It’s the details that distinguish you and help position you as the best service provider at a fair price.
Patients notice if your office is cluttered and not well maintained. Your office has to look the part and match your practice’s positioning and branding. If you want to be a high-end practice that charges more than your competitors, make sure your office shows it.
Creating patient relationships, setting appropriate expectations, and learning to represent your practice in an acceptable way (e.g., through appearance, attitude, and communications) is what encourages patients to say YES to you.
For even more strategies to make you stand out from your competitors, check out this online learning module in More Patients Academy:
What have you done to differentiate your invisible skills and expertise?
What creative ways do you promote your intangible procedures?