If you are like most physicians, you probably think getting more bodies through the door will solve your problems.
And yes, lead generation, the process of finding potential patients and having them call to make an appointment is a vital part of the process. But it is only the tip of the iceberg.
In all the years we have been doing this, the biggest disconnect we have seen is in what we refer to as "The Patient Experience".
Once upon a time, if patients walked through the door it didn't matter what they experienced once they got there. As long as they received the best possible clinical care, they were happy to keep returning for treatment. Doctors with poor bedside manner still thrived in their practices because they were experts at what they did.
It didn't matter if they consistently ran late, the front desk staff was a little surly, the billing department didn't respond, or the office was not designed for comfort. If the quality of care was exceptional, patients didn't mind... too much.
Today, patients are savvy consumers.
They expect clinical expertise in a setting that is warm, friendly, inviting and comfortable.
They expect to be treated with respect and kindness from the minute they call to schedule an appointment through the moment they pay their bill and the transaction is closed.
And they expect that same level of service from your front office staff, your billing and coding staff, and you, EVERY SINGLE TIME.
Yet most practices do not spend time diving into what a patient experiences when they see marketing material, what it takes to get them to make that contact, and then what they experience once they do.
That is why we spend so much time on this vital piece of the puzzle in