Improving Customer Service in Your Practice, Isn’t Just a Good Idea, It’s a Financial Imperative (Part 2 of 2)

Posted March 26, 2025 in Uncategorized | 9 minute read

In part one, we talked about the state of customer service in medical practices and what the effect has on patients, and equally important, what is the overall effect on physician profitability. In this blog we are walking through how to make improvements and increase patient satisfaction, retain good employees and enjoy increased prosperity.

Seven Steps to Improve Customer Service in Your Practice

1. Physicians start with an “all-hands” meeting that you personally lead and commit to a minimum of holding a monthly meeting thereafter.

Purpose: Attitudes filter down, they do not filter up. It’s up to you to set the tone for how you want your patients treated. You need to give your staff permission to go the extra mile and do the little things that delight your patients. Something as simple as asking if they would like some water or offer to take their coat. It’s rarely the big things that make the difference over time. It’s the accumulation of all those little things.

Another critical thing for physician owners and office managers to do is catch your staff doing things right and praise them in front of their peers. It’s better than a raise!

I have been in offices where the physician bad-mouthed patients calling them narcissistic and spoiled, so you can imagine how the staff thought about her patients. Conversely, I have been in offices where the physician talked about his fondness for his patients and how much he appreciated their vote of confidence. Two aesthetic practice examples with two very different patient interactions. Which one do you think earned the greatest income and had the happiest staff?

2.   Improve Your Communication Skills

Both front office and back-office staff should be trained in effective communication techniques. This includes active listening, empathy, and clear, concise verbal exchanges. Staff should be encouraged to view each patient interaction as an opportunity to build trust and rapport. This applies as much to a sports medicine clinic as it does to a med spa or plastic surgery practice.

3.   Streamline Administrative Processes

Reducing red tape hurdles can significantly improve the patient experience. For younger patients Implementing user-friendly electronic health record systems, online appointment scheduling, and automated reminders can decrease wait times and reduce frustration.

On the other hand, if your patients are older, some of these systems are not user friendly for them. So, ask if you can help. I often hear people over 60 say things like, “if only I could talk to a human”.  If your family is anything like mine, your children would rather text you than call you. However, for me texting takes much longer than a simple quick call. I suggest if you have the type of practice where you can ask patients their preference for how you communicate with them, you’ll make significant “Brownie Points”.

Simplified billing processes and transparent pricing can also help patients feel more in control of their healthcare journey. In aesthetic practices presenting several options for procedures can be very effective helping patients narrow down their decisions. Keep in mind it is much easier to make a choice between two or more options than to just get one.

Some of my practice management peers do not agree, they seem to think offering more than one fee quote is a waste of time. This is one of those points where I think human nature gives us the right answer. If I’m in your office for something I really want and I know basically the price but during my consultation we discuss some other options, I need to see what the cost is for all the options. 

I have a price rationalization system I use for everything I buy, which my friends find hilarious. If I’ve decided to get nanofat and microneedling for $5,000, but I’ve been introduced to laser resurfacing as part of a package and now the price is $7,000. It’s a $2,000 decision because I already planned to spend $5,000. It works every time. I’ve even convinced my husband of why this justification is the only one that makes sense.

4.   Create a Welcoming Environment

The physical environment of a medical practice plays a crucial role in patient perceptions. Clean, comfortable, attractive and well-organized waiting areas are mandatory, along with friendly and approachable staff. This sets the stage for a positive tone from the moment patients walk in. Thoughtful touches, such as offering refreshments or providing reading materials, can enhance the overall experience.

If you are in any type of retail medicine, you are going to need to update your office and your website about every five years to stay current looking. Keep in mind, as humans we develop trust and believability 55% visually and if you are in the aesthetic field and you do not look the part, you make it very difficult for patients to trust you will do a great job with their face or body contours. If your office looks well used and the carpeting and furniture is from a previous decade you are starting each new consultation with a deficit. Your consumer patients cannot help but make a poor quality distinction based on how the place looks. It’s the difference you feel when you must use Urgent Care, and the place looks like a third world country. You are there because at that moment in time you didn’t feel like you had a choice.

5.   Personalize Patient Interactions

Patients appreciate being treated as individuals rather than numbers. We all know this and yet practices still try to automate processes to achieve less interaction. Realistically it’s very hard for staff to remember every patient’s name, preferences, and previous interactions. Your CRM system should be able to help you look engaged and stay on top of things.

Another very simple step is to look at the schedule before you start the day. I also like to see everyone including the doctor have a huddle before the doors open, it’s a morale check and a good way to start the day positive. Because you looked at the schedule you know who is coming in and what time they will be there and if there are any issues that everyone needs to be aware of. Personalized follow-up calls or emails to check on patient progress can demonstrate genuine care and concern.

6.   Solicit Feedback and Engage in Continuous Improvement

Encouraging patient feedback and acting on it can lead to substantial improvements. Implementing regular surveys and providing easy-to-use feedback channels can help practices identify areas for enhancement.

Analyzing feedback and making tangible changes shows patients that their opinions are valued and can lead to better ratings and reviews. Do not be afraid of negative reviews. These offer opportunities for you to make things right and often a resolved problem creates an even more loyal customer than if nothing negative had happened. In fact, if there are no average reviews and everything is a 5-star, patients do not believe what you are saying.

Another critical issue is how you handle a negative review and if you take ownership of the problem and fix it online for all to see. Those doctors that go online and blast the patient as “crazy” or tell all the reasons why they were wrong, you can kiss goodbye any good will. And you certainly will not have learned anything from the experience that might improve your practice.

7.   Invest in Patient-Centric Training Programs

Medical practices need to invest in regular training programs that emphasize patient-centered care. Engaging in role-playing scenarios and feedback sessions can help reinforce these skills and prepare your team for real-time situations. The more time spent on delivering 5 Star service the more likely you are going to see this as a reality in your practice.

Tulip Medical is the first medical device company to invest in training for its customers. We recognized that if we can help good doctors take better care of patients, everyone wins.

To schedule a training for your office visit us at https://www.tulipmedical.com/tulip-virtual-training/

The Benefits of Improved Customer Service

Implementing these strategies can lead to happier patients who feel valued and respected. This, in turn, can result in better patient retention, positive reviews, and higher overall satisfaction ratings. When patients feel cared for, they are more likely to adhere to treatment plans and engage with their healthcare providers, leading to improved health outcomes. But the most important benefit of all is the increase in positive word of mouth about you and your team. The money always follows, I’ve never seen it fail.

Conclusion

Medical practices can learn a great deal from the retail sector about the importance of customer service. By adopting a patient-centric approach and making concerted efforts to improve communication, streamline processes, and create welcoming environments, physicians can transform patient experiences. The results are clear: happier patients, better reviews, and a more successful practice overall. Investing in quality customer service is not just beneficial for patients; it is a crucial component of a thriving medical practice and staff retention.

STAFF TRAINING NOW AVAILABLE AT TULIP MEDICAL

Tulip Medical may be the first medical device company to invest in staff development and sales training for its customers because we know this is one of the ways we can grow your sales and ours at the same time. Our goal is to help good doctors take better care of patients; when that occurs, everyone wins.

To schedule a training for your office, visit us at https://www.tulipmedical.com/tulip-training/