Your patient experience: Don’t keep it secret!
If you’re trying to bake something without knowing what it is—it probably won’t turn out very good.
The same goes for creating a set of standards for your patient experience. If it’s not defined, what are you aiming for?
And even if you know the experience you want to provide your patients, what about everyone else in your office?
Do THEY know too? Vague isn’t good enough. In order to create something specific, it has to be specified first!
Say specifically, THIS is MY PRACTICE’S patient experience.
Your patient experience should align with your practice’s core values in a way that shares your why.
Here’s an example:
I want this to be a positive, formal, professional experience where people are aware of every next step
or
I want this to be a loving, friendly experience where people feel part of the cheerful kindness.
The experience we want to provide patients looks like this: __________________________________________
Next, map out the steps to get there.
What do you want it to look like? One really good way to understand the patient experience is mapping it out. From the first touchpoint to every touchpoint along the way. Get very specific here.
• How is the experience supposed to feel?
• What are team members supposed to say?
• Which touchpoints must happen?
• Who is responsible for what?
We recommend you don’t leave much room for interpretation here. Clearly define each touchpoint.
Now, share the experience with your team members.
Team members need to understand the culture and experience you’re trying to bring to patients. Again, this needs to be made black and white for them! So take the roadmap you’ve created and share it with both new and existing team members as part of their on-boarding process.
This could be done through an in-person training, iPhone video, online tutorial or short-but-sweet patient experience training manual.
At Virginia Creative Group, we help our practices define their client experience recipe…so everyone knows exactly what cake they’re trying to bake.
Need a partner who sees the big picture and handles every step? Let’s talk.