SECRET SHOP YOUR PRACTICE

Once the December crush is over, you may want to consider having a friend or colleague pretend to be a new patient.  I call a lot of phlebology practices.  I am constantly struck by the difficulties I face in reaching someone.  As a potential new patient, if it is not easy, I am inclined to hang up and either stop the process or call their competitor.

 

I recommend having your friend start at the very beginning which is typically with your website.  Can they find the website through their normal browser?  Once on the website, how easy is it to navigate and find contact information.  If there is a ‘contact us’ section like on most websites, I would have them complete it on line.  Knowing how fast someone contacts this potential patient (your friend) back is a very valuable piece of information.

 

Once the friend is contacted, how easy is it to obtain a new patient appointment?   Is the staff person friendly and helpful in creating this appointment?  Does the conversation seem to be more about insurance than about their condition?  Finally, how soon is the next available appointment?

 

If you can really impose upon your friend, have them go to the appointment and do an assessment of that process. Does the practice look clean and inviting?  Were they greeted by the receptionist?  How much paperwork is being requested and how long does it take to complete?  How long did they wait until they were seen by you the physician?

 

The entire new patient process is critical to the patient’s physical health and your financial health.  It is essential to measure, weigh and review all of the critical paths in a company.  There are few elements that are more critical than the introduction of a new patient to your practice.  Attached please find a checklist that you can use or alter.

New Patient Process

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