Patient expectations echo trends across many other consumer segments: in short, convenience and simplicity matter. This shift was already well underway before the pandemic but has become even more entrenched since then. Today’s patients expect seamless tech-forward experiences that allow for self-service options. Here’s how your practice can stay ahead of patient expectations.
Make it Easy to Find You
Discovery is the first part of any patient journey and involves patients’ actions to learn about you and your practice. To reduce friction at this stage, ensure that your practice is visible online via an SEO-optimized website that puts you at the top of search listings, a solid social media presence, and an updated listing on Google Maps. In addition to these, ensure that your physical signage and advertising are clear, prominent, and easy to follow – and that your actual practice location helps bring patients to your door.
Simplify the Scheduling Process
Being able to schedule an appointment online easily is a major win in the eyes of patients. If you still require patients to call to make a booking, you may risk losing patients to another provider. This is particularly true for younger “digital natives” who are time-poor and want to be able to take ownership over both their schedule and their healthcare. Another thing to consider is how far out you’re booked. If patients have to wait too long to see you, they’ll simply choose to see another provider.
Provide High-Value Visits
The time actually spent with a healthcare provider is now one of the smallest parts of the whole patient journey, so ensuring that patients feel looked after and valued here is vital. Make sure that your workflows make it possible to quickly check patients in and move them to an appropriate room and that they’re not kept waiting an undue amount of time. When it’s time to have face-to-face time with the patient, allow time to chat with your patient and address all concerns – you want to make sure that they feel that you have time for them. Similarly, with telehealth visits, ensure that both sides of the call are comfortable with the technology and that troubleshooting has taken place beforehand.
Streamline and Clarify Billing
Billing can be a source of friction for patients, especially when there’s miscommunication about what patients owe or when patients receive “surprise” bills months later. As best as you can, provide initial estimates up-front, break down anticipated patient costs, and work with patients to clarify due dates and payment plans. Centralizing payments and making it easy to pay bills through digital portals – rather than through a series of paper invoices arriving at different times will help reduce friction here.
Handle Follow-Up Appointments
The patient experience doesn’t end when they leave your consultation room. Be sure to book any required follow-up appointments before a patient leaves and let them know when and how to expect further correspondence or test results. This will prevent them from taking on the emotional and administrative load of calling up or checking in – and will free up both patient and staff time.
Need Help Reducing Patient Friction? Talk to GZ.
Whether you’re looking to improve how patients find you or you need a practice that can meet the new technological needs of today’s patients, Gittleson Zuppas Medical Realty is here to help. As specialists in medical real estate, we can pair you with the ideal space for your needs – and help you negotiate a lease that works in your favor. Ready to smooth out the friction in your patient journey? Talk to GZ today!