When prospective patients see that you have a negative review, they don’t usually pay attention to why—even though it’s often unrelated to the care they received. Improve your patient’s experience with some quick fixes for patient satisfaction.
1. Acknowledge long wait times. When running behind, don’t ignore it. Starting with a long wait makes patients more critical about things that wouldn’t usually bother them. Apologize genuinely and keep them engaged. You can turn a bad situation into a positive experience by keeping your patients informed and offering them something to drink while they wait.
2. Eliminate chaos. Patients want to feel like your top priority, which means giving them attention without distraction. Provide tools for office efficiency, and always have one person dedicated to in-office patient engagement.
3. Make a good first impression. Office appeal packs a big punch. Decorate! Create ambiance with a style that represents your personality and speaks to your patients.
- Transform dingy buildings by painting regularly, replacing carpet, and swapping out doorknobs and blinds.
- Set out a tray with a pitcher of water, fresh flowers, and cookies.
- Buy comfortable chairs and a nice television.
- Create a space for children with toys and books. You may even want to mount an iPad® in the corner and allow your patients to access a host of websites.
When you do see negative patient reviews, respond positively. They’ll care more about your effort to make things right than they do about the bad rating itself.