Patients today often expect a higher level of communication and compassion from their eye care providers. While this fosters strong relationships with patients, it can also create added pressure to manage patient care details efficiently. Gina Robertson, vice president of client services at Ansafone Contact Centers, the parent company of Endicott Call Centers, suggests four ways to meet these expectations while keeping the practice running smoothly.
AVOID COMMUNICATIONS BREAKDOWNS
Patients often miss appointments due to confusion about scheduling and a lack of timely reminders. Implementing an automated appointment management system that sends reminders via email and text can significantly reduce no-show rates. Such a system helps patients confirm or reschedule appointments easily. Once automated appointment reminders are in place, many practices experience an immediate drop in missed appointments, too.
STREAMLINE THE CHECK-IN PROCESS
Long forms and wait times upon arrival are frustrating. A digital check-in system allows patients to complete forms online before their appointment. Patients appreciate being able to complete the paperwork at home.
BE SURE STAFF CAN MANAGE
Well-trained staff members can answer patient questions more effectively and foster stronger relationships. That can ensure patients feel heard and supported throughout their visit.
Consider outsourcing some aspects of the patient experience, such as by integrating a 24/7 live answering service. Around-the-clock availability can help reduce frustration and improve patient satisfaction by addressing their needs outside of office hours.
ENCOURAGE PATIENT FEEDBACK
An online feedback system allows patients to share their experiences and ask follow-up questions after appointments. The practice gains insights into patient needs and areas for improvement. For example, you may not know that patients are frustrated by having to leave a voice mail after hours.
Adding automated reminders, digital check-ins, enhanced staff communication and feedback systems can improve patient engagement and satisfaction. Patients become more informed, the practice runs more efficiently and overall care quality increases. Even small, thoughtful changes can lead to a substantial impact on patient outcomes and practice success.
Read other tips for practice growth here.
Photos courtesy Endicott Call Centers.
