Attracting new patients is all about great customer service. For patients who expect convenience, spectacular customer service coupled with strategic medical practice marketing goes a long way.
Customer service used to happen entirely in one place: the business that a customer visited. Their interaction with the staff determined their outlook on that business, regardless of whether or not they got what they wanted out of the visit.
Although that idea still holds true today, customer service now extends into the digital space. Communication and simplicity for patients is of utmost importance inside and outside of the practice. To prepare your clinic for patients who want convenience, their end needs to be as simple as possible. This starts by creating easy-to-use, functional systems that put the patient first.
Customer service starts online
There are hundreds of medical practices for patients to choose from these days. Most people begin their journey to find a doctor with a quick search on their smartphone. How you show up online matters, because it directly impacts how easily new patients can discover your services.
Get your website in shape
If you built a website 15 years ago (or even five years ago) and have not updated it since, then it is time for a refresh. Your site should be fast, mobile friendly, and optimized for for search results related to medical practices.
A clean design allows users to find your services, contact information, and appointment booking details quickly. Your website provides a first impression, and people are much more likely to contact a medical provider when the website is functional and user-friendly, not outdated or clunky.
Think of it this way: You wouldn’t wear pajamas to the first day at a new job. You want your website to communicate that your business is on top of the latest trends in technology and healthcare.
Take advantage of live chat
Installing a live chat feature on your website can be great for customer service. For people with questions or uncertainties, live chat allows them to get in touch with your practice without the hassle of making a phone call.
Designate a team and shift schedule to manage the live chat support. During high traffic times, it is important to prioritize messages based on importance, as well as juggle multiple chats at once. Place the chat system in a convenient spot on your website, and be sure it’s on every page.
Customize your website to draw in patients
Although you want a clean website design, you do not want it to be sterile or cold. Tell success stories, add photos of friendly staff members or your well-appointed waiting room, and upload videos of endearing doctors explaining their processes.
Not only do reviews, photos, and videos add a relatable element to your website, but they also increase your SEO for your medical practice. From the start, you are welcoming patients to your practice virtually, allowing them to get to know the people and processes behind the business as well as boosting your search ranking.
Be available on social media
A social media presence is increasingly important for businesses to curate. Millennials often find and connect with businesses through social media, and it allows users to get more personal and regular updates from the businesses they follow.
Your social media account should include a range of content. Share patient testimonials, doctor or staff highlights, health and wellness tips, and video from behind the scenes of your business. These kinds of content will make users feel compelled to continue following you.
Utilize stories and live streams on Facebook and Instagram. These real-time sharing features allow consumers to get a better understanding of your people and practices, and it feels more exclusive than curated posts.
Publish often. It helps to have a posting schedule to stay on top of social media posts on various platforms. Share only high-definition images, videos, and graphics, and remember to proofread your written content.
Improving customer service in your medical practice
The first point of contact usually starts with a phone call to your practice. How long a patient is on hold, how their questions are answered, and the attitude and professionalism of staff are key factors to their experience from the get-go.
A bad attitude or staff members lacking knowledge leads to a poor experience. Maintaining an upbeat environment and informing all staff of changes, services, and other important business details is critical.
Sharing education and explaining important information with care engages patients and their families too. Updates to healthcare tools, such as the switch to self-monitoring tools, electronic health records, or artificial intelligence-powered analytics, can transform and simplify the patient experience.
It is also key to understand the patient’s goals, and develop a treatment plan that takes those goals into account. People often have preferences about their medical situations, and it is important to listen to their ideas and expectations before coming up with a course of action.
Connect with us
Creating positive experiences on a regular basis for patients promotes a sense of loyalty to your medical practice. For more ways to create a constructive patient experience in the clinic and online, reach out to our patient experience team today.
Our team specializes in healthcare marketing for doctors and medical practices, and it’s our goal to elevate healthcare facilities in the digital space and create better experiences for their patients. Take action that prioritizes your patients. For more information about making your clinic the best it can be, contact iProv at (501) 235-8194 to speak with a marketing professional.
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