In a BSM Consulting article, Allan Walker said creating a comprehensive patient education program to enlighten patients about their medical care is essential to meeting the overall goals of any professional patient/practice relationship, but he noted it is also a significant task that requires a major investment of time and effort. According to Walker, components of a complete patient education program include a professional practice binder containing information about the practice to be displayed in the reception/waiting area, practice brochures, posters and placards, a practice newsletter, and referral information, among other things. He then said to treat patient education like any other strategic initiative, creating an action plan that will inspire ongoing progress.
An Open Forum article discussed several ways to eliminate the activities that lead to wasted, unproductive hours at work. The first issue talked about concerns interruptions, and the article said the solution is to schedule certain times where productivity is the most important thing. This can be done, for example, by announcing â€œdo not disturbâ€ hours. Not knowing how to start a particular task can also lead to wasted time, and a way to overcome this is to break down a pending project until the first step becomes obvious. A third issue discussed is being daunted by the job at hand, and one possible solution to this is estimating the total time for completing the project and then cutting it into manageable â€œchunksâ€ of time.
The first experience that a customer has with your business is with the person managing your front desk and/or telephone. Those who have a great experience will obviously think more highly of your business and be your biggest fans. However, if they have a bad experience with someone in a grumpy mood on the phone when just calling to ask office hours, chances are they won't be back and you better believe they are going to tell all of their friends about the treatment they received. The key is to train your gate-keepers to be able to manage any situation, good or bad. Tips such as being confident, patient, friendly, and actually listening to the caller are keys to phone success.