Once a year is, it is important to up your game by having a staff meeting about patient satisfaction. Patient Satisfaction is everything from the cleanliness, product, customer service and communication and management. We have developed a patient satisfaction checklist to review
Merchandising; Develop a ‘statement’ that your staff fills out by agree or disagree. Add appropriate issues:
- Office is clearly marked and easy to get to, with parking.
- Reception area is clean and clutter-free.
- Exam Room(s) are clean and maintained
- Bathroom is clean and maintained.
- Lighting is bright.
- Furniture is well maintained and clean.
- Signage is easy to see and up to date.
- Patient education and reading materials are available and up-to-date.
- Atmosphere is warm and inviting.
Brainstorming Issues with staff.
- How do the patients feel when they come into the office. What more can we do to make the patients feel comfortable and welcome.
- What do you think think the consumer first impression is of our office? What can we do to better the first impression?
- On a scale of 1-5 (5 being best) the ‘first impression of each area of the office. Reception, front desk, dispensing, contact lens room, hallway, bathroom, exam room etc.
- Which had the best impression and why, which had the worst impression and why?
- Money was no object, what you do to improve the office environment? What could we do for FREE to improve the office environment?
- On a personal note, which are is the most important to you to be improved?
Human Resources: Again, Develop a ‘statement’ that your staff fills out by agree or disagree. Add appropriate issues:
- Office staff is knowledgeable and helpful about insurance and billing issues.
- Office staff is knowledgeable about products and services offered.
- Office staff is cross trained.
- Patient calls are returned in a timely basis.
- Staff smiles and treat patients professionally and with courtesy
- Office is staffed appropriately.
- How are the office ‘telephone scripts’ if have working? What do they say and how could we make them better?
- How do we greet patients in the office? What can we do to make it more warm and welcoming? Do we smile, what is our body language and eye contact?
- How do we interact with each other? How can we be more of a team?
- Where do we have patient complaints or negatively? Why are our patients not coming back?
- What communication tools do we currently use with our patients. Are they still relevant, and what other tools can we use?
Patient Communication; Develop a ‘statement’ that your staff fills out by agree or disagree. Add appropriate issues:
- Does the Doctor or staff ask questions relevant to the patient and their medical history?
- Does the Doctor and staff approachable and actively listens to patient concerns.
- Does the Doctor and staff clearly explain each image, procedure, mediation and product to the patient.
- Patient health and billing issues are discussed in a private area.
- How do you think patients would characterize their time with Doc and staff in the office? Thorough? Rushed?
- Do patients feel that they understand everything the doctor and staff say to them?
- How is the body language between doctors-staff and patient?
- Do patients feel comfortable in asking questions?
- Do they understand their responsibilities?
- What can we do to improve body language, written and verbal communication with patients?
Patient Education: Develop a ‘statement’ that your staff fills out by agree or disagree. Add appropriate issues:
- Our patient education materials are up to date and available easily.
- Our staff is up to date and can answer or find most answers to the commonly asked questions.
- Staff training sessions on patient education occur on a regular basis.
- The practice participates in community education and outreach activities.
- How would you rate the ways we educate patients in our practice? Brocheures, verbally, pictures, website, blog, social media.
- How much time to do we have or need to educate patients?
- Do you believe we provide enough education to patients? The right education materials?
- What opportunities do we miss in education or inspiring our patients?
- What areas of staff training would help improve patient education?
- Where and how can we motivate our patients to improve their health and comply with treatment recommendations?
Staff Team Building:
- Clinical and administrative staff work as a cohesive team.
- Personal issues are identified and resolved.
- Teamwork is encouraged
- Team morale is excellent
Team Brainstorming Issues
- What do our patients thing about how we work together and our relationships?
- Do we gossip and talk about our patients? How do we respect the privacy of our patients?
- How can we better our teamwork? Reward programs, Eduction, team building exercises?
- How well do we listen to one another. Do we treat each other with respect?
- How can we improve teamwork?
SOP’s (Standard Operating Procedures) : Develop a ‘statement’ that your staff fills out by agree or disagree. Add appropriate issues:
- Patient billing issues are resolved in a timely, professional manner.
- Patient calls are returned within an acceptable time frame.
- Patient Check- in and check out is seamless.
- Appointments are available within an acceptable time frame.
- Patient complaints are handled immediately.
- How do you think patients view our office systems?
- Do you think that patients feel that we respect their time? Their individual needs?
- What do you think about our office processes? What do other staff feel and why is it important?
- What are the patient complaints about office processes that you feel is most important.
- How is our office management enhancing SOP’s?