• Why we continue to fool ourselves
• Only 1 of 20 unhappy patients
bother to complain
• Others walk out
of your clinic and
tell ten others
Not your perception – the patient’s
Life is not always fair.Not all busy
doctors are good – and not all good
doctors are busy
No point in complaining about this.
Learn to accept reality !
Soft skills are often more important
than clinical skills
Loyal patients create your
reputation. Act as ambassadors.
Help your staff perform better by
Improve your income – both
financial and emotional!
Help to build a patient service
Create magic with
How well does your staff treat
your patients ?
If you treat your staff
well, they will treat
your patients well !
They will copy you !
• Losing patients can be expensive !
• Train them. Respect them. Appreciate
• Make sure your staff works well as a
• Do not shout at them !
• Working in a clinic can be
thankless job. Help them to
do their best
I. The patient is never an Interruption
- the patient is your work. Everything
else can wait !
II. Greet every patient with a smile.
III. Call patients by their name.
IV. For patients, all staff members are
as important as the doctor !
V. Never argue with a patient. Be a
VI. Don’t say, "I don't know.” Say “ I will
VII. The patient pays your salary - treat
him like your boss !
VIII. Choose positive words
IX. Always go the extra mile. Exceeding
patient expectations is the best way
keeping patients happy !
X. Brighten every patient's day. This will
make your own life happier.
Try taking an appointment
Wait in your waiting room
Help you to think like a patient !
This will make you more empathetic !
« Patient engagement, patient
experience and patient
centeredness » are no longer just
• Play patient education videos
while your patients are waiting
• Give them tablets to watch
• Do not overbook - respect your
• Follow flowcharts for improving
• Need processes which your staff can
How to answer the phone
How to greet a new patient
How to help them fill up a form
Doctors usually create bottlenecks !
No interruptions when you are with
No phone calls during clinic hours
Return all calls at a fixed time
Intelligent phone systems for
recording all calls. Cloud based
I prefer email – no phone tag
•Reminder SMSes to reduce
•Prescribe apps to your
•Set up whatsapp groups
Need to understand your
patient’s wants, needs and
We can learn a lot from 5 star
hotels – they put customers
Ask your patients for help !
• Comment cards
–It was easy to get an appointment.
–My doctor answered all my
–I would recommend this hospital to
• Telephone calls after their visit.
• Internet surveys by email
This does not mean that there are
no problems or that all your
patients are happy with you
The truth is that most patients
are scared to complain and will
not tell you they are unhappy to
How many of your
patients refer their friends
to you ?
Doctors take pride in their
Patients have no way of judging this.
Assume all doctors are competent !
Judge by their behaviour
Need to improve your EQ –
a high IQ is not enough !
“The patient will never
care how much you know,
until they know how much
you care !”
E - Eye contact
M - Muscles of Facial Expression
P – Posture
A - Affect
T -Tone ofVoice,Touch
H - Hearing the whole person
Y -Your response
• Dissatisfaction = Mismatch between
Expectation and Reality
• Satisfied patients will tell three other
• Dissatisfied patients will tell 20 others.
• However, if you can satisfy an unhappy
patient, he will tell at least 50 others,
and become your most valuable ally !
There will be slips and lapses
Master the art of service
Take ownership of the problem –
it’s your clinic !
• R = Re-establish rapport ( empathy)
• A = Agreement ( get the patient to sayYes)
• P = Problem ( define this)
• S = Solution
• A = Ask Permission ( is the patient happy
with the solution you have offered ?)
• N = Next step ( Follow up)
• D = Document
Happy patients have better treatment
More compliant because they are
Fewer medical errors , because they
keep the medical staff alert
Less likely to sue
Happier patients heal better !
To cure sometimes,
to relieve often,
to comfort always
Everything else is paperwork !
Need to delight your
patients – one patient at a time
Happy Patients = Happy Doctors,
Happy Nurses, Happy Staff, and a
Happy Family !