Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

How to overcome the biggest bottleneck in the doctor's clinic

901 views

Published on

What every doctor needs to do to delight his patients

Published in: Health & Medicine
  • Be the first to comment

How to overcome the biggest bottleneck in the doctor's clinic

  1. 1. Difficult relatives Angry patients Lazy staff Untrained nurses IT officer Spouse
  2. 2. Try to do too much. Overbook patients, run from clinic to clinic, always late Rude to patients Shout at staff and micromanage. Do not delegate Waste time talking to MRs Undisciplined and disorganised
  3. 3. You are the problem - which means you are also the solution ! You need to get out of your own way and stop hurting yourself
  4. 4. • Only 1 of 20 unhappy patients bother to complain. • Others walk out of your clinic and tell ten others about their bad experience.
  5. 5. You are the most valuable resource in your clinic You are the bottle neck in your clinic
  6. 6. Problems have become worse Smartphone - expected to be on call 24/7 Our time is not our own - doctors live chaotic lives Daily wage earners No work life balance Burnout !
  7. 7. Set priorities Delegate responsibility Say NO ! Organise your work area Don’t waste time !
  8. 8. Do it now Do it soon Put off until later Doesn't need to be done
  9. 9. You are the bottle neck in your clinic – and the most highly paid resource What can you get someone else to do ? Create clear SOPs with a due date Remember there is a learning curve – be patient and follow up Don’t dump your work on an assistant!
  10. 10. Doctoring time = doing valuable clinical work. When you are in flow = in the Operation Theater Delegate-able time Downtime = wasted time. Causes frustration
  11. 11. Time lost while waiting for meetings; patients; and while commuting. Reclaim this time ! Read medical journals on your smartphone Listen to CME podcasts Multitasking !
  12. 12. Staffing issues ( insufficient, unreliable, unproductive staff) Emergencies (unexpected complications) Scheduling problems (overbooking) The heartsink patient – long list of complaints and inquiries Like making patients wait !
  13. 13. Brainstorm about the ways that time is wasted Come up with strategies to reduce these inefficiencies
  14. 14. The consultation is free if you are more than 60 min late
  15. 15. Convenience ? Cost ? Clinic ambience ? Reputation ? Justdial ? Practo ? Google ? Referral ? Parking availability ?
  16. 16. Not your perception – the patient’s perception 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
  17. 17. Underpaid Not respected Overworked Get flak from doctor and patients No training provided No infrastructure for better customer service
  18. 18. 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
  19. 19. VI. Don’t say, "I don't know.” Say “ I will find out”. 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 of keeping patients happy ! X. Brighten every patient's day. This will make your own life happier.
  20. 20. • Follow flowcharts for improving workflow! • Need processes which your staff can follow How to answer the phone How to greet a new patient How to help them fill up a form Doctors usually create bottlenecks !
  21. 21. No interruptions when you are with a patient No phone calls during clinic hours Return all calls at a fixed time Intelligent phone systems for recording all calls. Cloud based virtual receptionist I prefer email – no phone tag
  22. 22. •Reminder SMSes to reduce “noshows” •Prescribe apps to your patients •Set up whatsapp groups •Ezines
  23. 23. 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 your face
  24. 24. How many of your patients refer their friends to you ?
  25. 25. “The patient will never care how much you know, until they know how much you care !”
  26. 26. Medical training is arduous and kills our humanity. Sleep deprivation and fatigue means residents are overburdened Juniors are treated badly, and they in turn treat their patients badly No good role models Poor , illiterate patients are scared and will not speak up
  27. 27. E - Eye contact M - Muscles of Facial Expression P – Posture A - Affect T - Tone of Voice, Touch H - Hearing the whole person Y - Your response
  28. 28. There will be slips and lapses Master the art of service recovery Take ownership of the problem – it’s your clinic ! Don’t abandon the patient !
  29. 29. • R = Re-establish rapport ( empathy) • A = Agreement ( get the patient to say Yes) • 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
  30. 30. Doctor did not explain properly Not enough time with the doctor Unnecessary long wait time Rude staff Overcharging Poor documentation
  31. 31. Learn to give a second opinion tactfully Highlight all the correct things the earlier doctor has done Don’t play the game of oneupmanship
  32. 32.  Anatomy  Hardware  Software – Human resources  Physiology  Pathology  Diagnosis  Patient feedback  Learn from other doctors  Treatment  Staff  Consultant
  33. 33. Treat all patients as VIPs. Respect them ! The lifetime value of a patient

×