How to improve patient satisfaction

Medical Group Management Association (MGMA) 2014 annual conference attendees were fortunate to get some tips for improving patient satisfaction from Joan Hablutzel, senior industry analyst with the MGMA—because doing so is essential to the success of a medical practice in an increasingly competitive health-care marketplace. Here are 10 of them.

1. Say hello and smile when patients arrive to acknowledge their presence.
2. Answer the phone in three rings with a consistent greeting to show the practice views the patient as an individual.
3. Show empathy in your communication with the patient by observing his or her mannerisms and responding in kind.
4. Explain what is going to happen, whether it’s a process or a procedure.
5. Don’t interrupt when a patient is talking.
6. Look for signs that a patient is dissatisfied or concerned—and when you hear concerns, don’t ever leave it at “I don’t know.” Find someone who does.
7. Always respect patient confidentiality.
8. Live up to your promises. Set time estimates and update patients if they change, apologizing when necessary.
9. Say goodbye and wish the patient well upon departure to affirm respect.

These steps may be simple, says Hablutzel, but implementing them can truly transform the way staff members interact with patients, boosting their perception of your practice and driving growth. Contact us today to see how our systems can help.