Checking-In & Clinic Workflow
One of our favorite predictions at the moment is that your waiting room may never be the same after the pandemic. Many practices have instructed patients to wait in their vehicles (or anywhere other than inside the office) until their appointment is ready. By implementing text messaging software, or just good old fashioned phone calls, we’ve fundamentally changed the way people “wait” for an appointment. Still, that doesn’t mean you can forget about patients once they’re in the room. Which still happens. All the time.
Here’s a Tip
We’ve already covered that you need to let people know what appointments are going to look like, and of course that includes check-in procedures, right? Did you let your MAs and other staff know about this super crucial aspect of your office? If you did, was it only that one time a few months ago? Revisit how appointments should flow with your team, and remind them to check on patients if they’re in an exam room, alone, waiting for an extraordinarily long time. No one wants to be forgotten about.
Odds and Ends
There are, literally, hundreds of ways to improve your patient experience. Some are quick fixes that can be done overnight, some are involved trainings that can take several weeks to roll out. Regardless, there are things you can do right now to work on improving the patient experience at your practice.
Here are some additional questions to ask yourself to see if you’re leveraging technology to effectively improve the patient experience:
- Is your patient portal easy to use and is the important information easy to find?
- When someone uses their phone to access your website, does it show up properly?
- If you’re asking for feedback or reviews following an appointment, does the software make it easy for individuals to offer feedback and suggest improvements – positive or negative?
- Does your patient-intake software leave new patients frustrated? Do you still only have a paper option?
If you are using these technology platforms well, your team is well on its way to maximizing the patient experience. If not, now may be the perfect time to hit the ‘reset’ button while patient volume is slightly lower than in years past.
Or, you could just stick your head in the sand. No judgement.