At times offices invest in expensive computer systems, hire consultants, all in hopes to optimize their income and productivity. Ultimately this can be a wise investment.
Have you ever considered that you already posses valuable tools, to increase quality of care, while at the same time optimizing revenue for your practice?
They are “Words”; they are free and are the most powerful tools to ensure the success of your practice. Take into consideration that the words you choose to present infor- mation are extremely crucial to their perception and assessment of the quality of care they receive in your practice.
From this point on, lets not call the individuals coming through your door “patients”, but instead, they should be referred to as “guests”. And what is a great host to do, but to ensure a happy visit and a comfortable encounter at your office.
Provide a enthusiastic greeting.
Take for example the greeting your office staff provides to your guests walking in. Is that person simply acknowleding their entrance and going through the modalities of checking them in? Or is the person greeting them with enthusiasm and a genuine welcome? It is important that your office agrees in the manner that you greet your guests. Individuals require the constant need to feel they have made the right choice to come to your practice. Remember indivduals tend to be drawn towards those who can relate to and with those who can understand them.
Since words are very powerful, here are some phrases you might consider using:
“It is nice to see you come in”. “Thank you for coming in today”
Remember our practices depend on the continual cycle of guests coming in. Every single person feels the desire to belong, the need to be appreciated. Make your patients feel connected with your practice and with the staff that always provides them with a warm welcome and a friendly goodbye.
“You are always on-time on our clock”.
If you want to make a good impression, and acknowledge the importance of every individual walking in, even if they are late, use this phrase. Often times tardy patients are acknowledged with a rushed look and a dissatisfied greeting. Make sure that you let your guests know their importance; and that being late for whatever reason will not set the tone for their entire appointment. Take for example what happens at the airport when someone misses their plane. The airline doesn’t simply send them home, they simply put them on the next plane.
So should your office allow your guests to be seen, be allowed to take the next available appointment. Realize that when you anxiously wait for a guest at home, you welcome them with excite- ment and a warm welcome no matter what the circumstances of their arrival.
We all deserve words that make us feel comfortable to be part of something. By selecting key phrases your office can improve satisfaction and quality for your guests. Every individual wants to relate to your office, to each staff member. Remember your phrases when it comes to caring for your guests, words can have a meaningful impact in helping you achieve higher quality care. And the best thing about it, is that words are free to use. Makre sure your words express genuine care, do not be a story teller, rather be a story maker!
