Practice Management Alert

Hint: Solutions can be as simple as a quick conversation.

Even with the best clinicians, most dedicated staff, and state-of-the-art equipment, a practice cannot thrive if its patients aren't satisfied with their experience at the office.

Patient satisfaction is key to make sure established patients keep returning, as well as the priceless (and cost-free!) word-of-mouth advertising that can send new patients your way.

Make Patients Feel Valued

Depending on your practice's geographic location, patients may not have many choices of clinician or practice. If your office is the only practice in town - and you operate on the principle and tone that patients don't really have anywhere else to go - they may resent having to come to you and make that resentment known. Make sure your waiting room is welcoming and your exam rooms are a comfortable temperature.

If you're moving locations or remodeling, consider in investing in some structural changes that would make exam rooms more soundproof. If you aren't in that situation but know that flimsy walls are an issue in your practice, consider a stereo system that can pipe quiet, calming music or a white or pink noise machine to cut down on the chance that patients can overhear the happenings of one another's appointments.

Top tip: If you go the music system route, many modern systems allow for different music stations to play in individual rooms. If a patient is visibly anxious about seeing a clinician, allow him to request a stationof his choosing during his exam. You can make this a standard practice, too, and help patients relax while also cutting down on the carrying power of private conversations.

Overcommunicate with Patients

If your practice's appointment schedule is running behind, tell patients as they check in. Though you're providing crucial medical care, remember that healthcare is increasingly influenced by customer service standards. Letting people know how long they should expect to wait for their appointment goes a long way in setting expectations and reducing frustration in the moment.

Similarly, be upfront about any policies and procedures that directly affect a patient or require her participation or compliance. It's pretty standard to have a sign about paying a copay before services are rendered, and most patients know to update the office if they have any insurance policy changes. Signage is useful (like utilizing the Centers for Medicare and Medicaid Services' (CMS) poster detailing the new Medicare beneficiary card information), but conversations are better. Make sure your front desk staff and scheduling staff are up to speed on what patients need to know during appointment scheduling, at check-in, and before exiting the practice.

Though the team members who interact directly with patients probably aren't also your billing experts, make sure everyone who interacts with patients can answer basic questions on insurance - even if it's just a polished answer pointing the patient toward better resources, like his insurance company or one of your billing specialists.

Remember the Details

If your electronic health record (EHR) system allows photos, consider implementing a policy where your front desk staff snaps a photo of each patient and adds it to her medical file. Having a face to go with a name (and whatever medical condition) can be really useful in feeling familiar with the patient's case or situation, and helping the patient feel known and in good hands.

If your clinicians aren't already poring over a patient's file before walking into the exam room, try to engender a culture that allows that moment and space. There's rarely any spare time in a thriving practice, but patients may feel like their time is better spent if a clinician takes a moment to jog her memory in the hallway and focuses entirely on interacting with the patient during the encounter.