Transcript www.podiatrypresentations.com

10 Efficiency Tips for Providing the Best
Possible Patient Experience and Making for a
Happy Team
And we begin with first impressions
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Which would your patient's rather see
when they first walk through the
door??
Hmmmmmm
Make sure you give a warm and
fuzzy feeling
Tip 1 Complete
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Make sure the first faces your patients see
are friendly and the environment you are
offering in your reception area is warm and
inviting.
Patients should feel relaxed and at home.
Next is patient intake
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By utilizing technologies and sometimes
even snail mail, patients should be able to
fill out their New Patient paperwork ahead
of time.
Upon scheduling appointments, staff
should say, “Now prior to your appointment,
we need you to go to our website, print and
fill out your information. Please bring it with
you at the time of your visit.”
Don't assume by age
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The elderly population is more web savy
than you think. No matter what age, ask if
they have access to the internet and are
able to fill out their forms ahead of time.
If they say no, and time permits, mail the
intake forms and ask that they fill them out
at home.
Older patients take more time to fill out
forms and should not feel rushed to do so.
Make sure your patients are
prepared
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Patients must be held responsible.
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They must present with a photo I.D. And
their insurance card(s).
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Medication/allergy/surgery lists are also a
requirement.
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Copayments and referrals are due at the
time of service.
Insurance contracts
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Make sure your patients understand that
not collecting copayments or having
referrals in place, is a violation of the
contract you have with your insurance
companies.
Educate and inform and they will argue
less.
Tip 2 Complete
Hold your patients responsible
Scheduling
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Train both back and front office staff to
understand patient types and treatment
protocols in order to schedule with the
utmost efficiency.
Don't just fill up the spaces
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Double and triple booking can work well if
there is a method to scheduling.
Shadowing the doctor is important for all
staff members to understand what is
involved in each patient visit.
Appointments can be scheduled
accordingly to keep the doctor on time.
Tip 3 Complete
Keep patient flow moving in a positive
direction.
Reason coding
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Every patient type should have a
color/reason/time code.
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Examples
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RFC/Diabetic foot care – 15 min (gray)
Wart treatment -15 min (blue)
Surgery consult -30 min (light green)
Post op -15 min (dark green)
New patient – 30 min (yellow)
Review MRI- 15 min (maroon)
It makes life easy
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By color coding appointments according to
reason, staff and doctor are able to quickly
look over the schedule and prepare.
This also avoids double booking similar
patient types, which keeps the schedule
moving on time throughout the day.
Tip 4 complete
Color/reason code everywhere you can!
Be the buffer
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Staff members never realized that part of
the job description read, “Take the heat for
whatever goes wrong in the office.” (Even if
you had nothing to do with it).
Patients will complain to front desk about
deductibles and copays, back office about
how their heel is still killing them after 2
visits and having to park so far away.
So why?
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Do they hardly ever complain to the doctor!!
Knowing how to deal is key
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Establish coping methods with staff
members so everyone is on the same
page.
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Some tips for dealing with difficult
patients include:
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Being compassionate and building
rapport
Letting them know your position
Understanding that it is probably more
than the issue at hand.
White lies
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When the doctor is late or simply running
behind because of a chatty patient,
establish consistent “white lies” that keep
patients content and take the heat off of the
situation.
Make sure the doctor is aware of
the “story”
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Your explanation to the 9:00 a.m. patient
who has not been seen by 9:20 (because
the doctor has not arrived) is “I'm sorry the
doctor had a complicated surgical case this
morning and is running a little late.”
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Make sure that the doctor doesn't come
in and say “Man, the line at Starbucks
was unbelievable today.”
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NOT GOOD!
Tip 5 complete
Incorporate effective buffering techniques into
your daily routine.
The next one is easy but rarely
accomplished
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Keep your schedule running on time
through preparation, staff training, doctor
cooperation, patient education and. . .
Starting your day EARLY!!!!
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If your first appointment is at 9:00, the
patient should be roomed, evaluated and
prepared for the doctor to walk in the
room and begin treating at 9:00!
Tip 6 Complete
To keep your schedule running on time, start
early!!
Make sure questions are answered
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Patients are often inundated with
information (especially at their initial visit).
Informational packets and sheets (for
Diabetic foot care, stretching, post op)
should be utilized whenever possible.
Always ask “Do you have any questions?”
before exiting the treatment room.
Involve staff in education
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When staff is educated and trained in
protocols and treatment plans, they are
able to answer questions while the patient
is still in the office and after they leave.
This saves the DPM lots of time at the end
of the patient day when staff has taken a
few moments to answer commonly asked
questions for them.
Tip 7 Completed
Make sure patients and team members
understand the plan of action.
Respect eachother
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No single member of a team is more
important than another.
The doctor is the captain,but would not be
able to steer the ship and reach the
destination without the help of his team.
Staff and doctors need to criticize with care
and compliment with vigor.
Never
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Criticize another team member in front of
patients.
When learning a new skill, make sure
proper training takes place before you “go
live.”
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Teach, show and go. . .
Always
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Say thank you at the end of the day.
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Thank your patients for coming in.
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Doctors and managers, thank staff for all of
the hard work they have done to keep your
patients happy and compliant and making
the office a great place to be.
Staff, thank your doctors and managers for
allowing you to love what you do.
Tip 8 Complete
You have to give it to get it, so respect
eachother!
Set yourself apart from the rest
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Your patients have lots of choices when it
comes to choosing a facility for their foot
and ankle needs.
The entire patient experience begins when
they make that call to schedule their
appointment.
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Make sure your patients can hear you
smile through the phone!
Offer what others don't
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In the fast paced world of medicine,
patients are used to being rushed through
offices and not listened to.
Take the time to listen to the stories, bring
up past stories or events (by making notesdaughter getting married, etc).
Establish a relationship with your patients
that they don't get anywhere else.
The smallest details are
remembered
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We may have an intake sheet with all of the
patients demos, but a simple “Happy
Birthday” sometimes makes their day.
Give special “gifts” when occasions like
these arise around the time of their visit
and make them feel special.
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Chocolate feet (not for the diabetics
though!)
Referral base
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We appreciate the referrals from local docs,
BUT
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Your existing patients are your best
referral source.
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Keep track of where your referrals are
coming from and thank these patients for
trusting you with care of their family and
friends.
Tip 9 Complete
Let them know they have chosen wisely
Spread the word
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How often do patients come in to your
office for RFC with a walking boot?
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“What happened Mrs. Smith?”
“Well, I fell last week and I went to my
orthopedic doctor. He said that I have a
broken metatarsal and he gave me this
boot. Oh, I didn't know you did that kind of
thing here.”
How will they know if you don't tell
them
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Make sure your patients are educated as to
ALL of the services you provide.
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Hang literature around the office re:
fractures, warts, ingrown toenails,
surgery and more to educate your patient
population.
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Practice brochures are a great way to
discuss the role of a podiatrist as well as
to advertise products offered in the
convenience of the office.
Tip 10 Completed
Don't miss the boat!
Podiatry is a great place to be!
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There is never a shortage of foot and ankle
problems in the world.
Everyday we have the opportunity to make
our patients feel better and work in an
environment that makes us feel good about
ourselves.
I feel lucky to be part of such a wonderful
profession, and I hope you do too!
Thank you!
Accentuate the positive
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In any situation, whether it be a grumpy
patient or a co worker in need of help, try
and see the silver lining.
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Have you ever asked a patient “How are
you today” only to hear “My dog died, my
blood pressure is up, and my grandkids
only come to visit when they want
money!”
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Try and make them smile. . “But your hair
looks great!!”
Tip 8 Complete
Turn that frown upside down!