Our industry is changing, patients have more choices than ever before. Competing with box stores and online companies on price is futile. Customer service is going to be a bigger factor than ever before. Let’s start with the minute your patient enters your office. What can you do to improve their experience?
1. Provide a basket of reading glasses: What’s worse than having reading material but not being able to read it? Or needing to fill out paperwork but accidentally leaving your reading glasses at home.
2. A place for wet umbrellas: You don’t want patients lugging wet umbrellas all over your office, and they don’t want to be carrying them either! This is a win-win for both of you.
3. A basket of dollar store umbrellas and rain hats for rainy/snowy days: This is a memorable customer service moment for patients. The skies open, they’re unprepared but voila you get to play the hero. Purchase ones from the dollar store (rain hats are a good buy too) that way if they’re never returned, you won’t care.
4. A Keurig with real cups: Being able to choose your type of drink (not everyone is a coffee drinker) and drinking from a “real” cup provides a measure of comfort while you’re waiting in a sometimes intimidating place.
5. TV: TV’s are pretty standard in waiting rooms these days. Make sure yours is tuned in to something your patients will actually enjoy watching.
6. Wi-Fi: You already have it in your office, why not make a guest log-in for your patients so they can get something done or play a game while they wait? You can hang a small sign near the reception desk with the log in and password for your patients’ convenience.
7. Good tissues: Sometimes a patient needs to blow their nose, colds, seasonal allergies and so on. Don’t supply patients with cheap, scratchy tissues.
8. Reading material that is meant to entertain not educate your patients: Yes, having reading material about hearing loss/hearing aids shows you’re in the loop, but when spending time in a waiting room, people want to be entertained.
9. Coat rack: Don’t make your patients carry around their heavy winter coats or wet rain jackets.
10. Comfortable temperature: It’s tempting to want to keep costs low, along with the temperate in the winter or to keep a warmer office in the summer months. Make sure your patients are comfortable remember they have options.
Lastly, check, double check… triple check the demeanor of your staff. Your waiting room could provide a phenomenal patient experience, but one rude/unfriendly staff member will ruin the entire experience for your patient.