2. At the end of this session , participants will be
Be able to understand and demonstrate why patient
satisfaction/patient experience is the centre of healthcare business
Be able to understand and correct some of the most common
causes of patient dissatisfaction
Be able to understand the power of “ word of mouth “ marketing
which is the strongest of all means of marketing healthcare
business
Be able to understand the importance of empathy and demonstrate
empathy towards patients to create best patient experience
2
3. How many percentage of people who have had an
initial experience of bad customer service DO
NOT return for treatment ?
12 % ?
30 % ?
50% ?
92% ?
3
4. Of those who faced bad customer service How
many people actually file a complaint ?
Less than 14 % ?
Less than 30 % ?
Less than 50% ?
Less than 90% ?
4
5. Which of these are the biggest detracting factors/
biggest turn off factors for a patient
Bad , indifferent reception services ?
Poor choice of drugs ?
Long waiting time for consultation ?
Incomplete lab reports ?
5
6. If the cost of attracting a new patient is X, how
much is the cost of re-attracting a (Once)
dissatisfied patient ?
1x
6x
10x
17x
6
7. In U.S , By 2017 , results of patient satisfaction
survey will directly affect medical re-imbursements
(insurance claims)?
True ?
False ?
7
8.
9.
10.
11. Patient satisfaction is the buzzword of healthcare
industry currently . Healthcare businesses have
understood the importance of “Loyal patients”
In today’s healthcare market , patients want more
than satisfaction . They want “delight”
They look at report cards of healthcare firms, do
their own research and then come to us
Healthcare businesses are increasingly becoming
the spotlight of today's media
11
12. Patients find it easier to evaluate the quality of the
service they receive than to evaluate the quality of
the care they receive(Immediate perception vs long
term perception).
Therefore, quality of service may play a bigger role
in their choice of physician and practice.
And if the service isn’t great ...
it could have a significant, adverse impact on the
practice.
For example…
13. Ms.ABC, a 45-year-old wife and mother of
two, comes to the clinic for shoulder pain.
14. Once inside, She finds the receptionist
sending a text message and receives
no response
for several minutes.
15. She finds the Front office girl not smiling
at her and greeting . Shows indifference !.
16. She finds the Nurse not talking to her
.Acts without compassion
17. She finds that the doctor has a
prescription for her even before she was
asked of her complaint. Is making fun of
her questions about hear disease
condition
18. She finds that the Phlebotomist is not
sorry for her pain , Is fumbling with
her vein causing even greater pain
19. She finds that the nobody is telling
her anything of her disease. why the
procedure is being done , what is the
survival rate etc
20. She finds that the x ray technician
exposes you to radiation multiple
times because of incorrect positioning
21. She finds that pharmacist is not telling
her of the drug dose, frequency etc
22. She finds that the manager was
ignorant of her pain and grievance
……
24. Ms. ABC knows there are other options in
town, so she doesn’t tolerate the poor
service. She walks out the door.
25. Once she leaves, she won’t
come back … and it’s not just
Ms. ABC, the practice loses
as a patient …
26. Remember, sheis a wife and mother of
two. If she has a bad experience, she
won’t hesitate to take her family
elsewhere for healthcare.
That one poor customer service
experience can prove costly.
27. Ms. ABCs healthcare costs
for the year are significant
because she needs:
• Initial shoulder checkup
and x-ray
• Follow-up visit for injury and supplies
• Annual preventive exam
• monthly visit to walk-in clinic
• vaccine
29. Her 13-year-old son needs:
• Annual preventive exam
• Monthly visit to Clinic
• Flu vaccine
30. Her 15-year-old daughter needs:
• Annual preventive exam
• second HPV vaccine
• Acute visit to family
physician
• Third HPV vaccine
• Flu vaccine
31. What did that one bad
customer service experience
cost the practice?
How many people did Ms.
ABCn tell about the poor
customer service?
How many patients will never
come to the practice as a
result of that one bad visit?
When you have a bad
experience somewhere, how
many people do you tell?
32. If Ms. ABC had walked out
of our practice, how much income
would we have missed
because of that one bad
patient service experience?
1 ? or 4 ?
34. 1. Always acknowledge the patient
2. Introduce yourself by name
3. Explain what is going on .(Wait/Time delays )
4. Provide clear counseling to patient about everything
5. Always ask the patient if there was anything more she
needs to know or want
6. Thank the patient for giving the opportunity
7. Make eye contact, greet and smile !
8. Empathize with the patient
34
36. What is the key to patient satisfaction ?
You
Technology
Free meals
Highly qualified doctors
Empathy
Futuristic looking buildings
State of the art equipments
36
37. How many customer service training programs
you put in
How many freebies you give to the patient
How cheap your tariff is
You cannot create patient satisfaction without the “
YOU” factor and “EMPATHY “
37
