Do you want bad patient relations? Do you want to lose patients? Do you want to fail your patient satisfaction surveys? Do you want a non professional image? Do you want to reduce the number of new patient referrals? Do you want to demonstrate poor quality care? Do you want to jeopardize participation in healthcare plans? We can Help you :)

1. “ Secrets for a Hospital
to Lose Patients “
Presented by
Amir Saleem
Hamid Khan Baloch

2. Vision Statement
 Do you want bad patient relations? Do you
want to lose patients? Do you want to fail your
patient satisfaction surveys? Do you want a
non professional image? Do you want to
reduce the number of new patient referrals?
Do you want to demonstrate poor quality
care? Do you want to jeopardize participation
in healthcare plans?

3. What is a Customer Service ?
 Customer Service is a function of how well an
organization meets the needs of its customers.
 Customer Service is a function of how well an
organization is able to constantly and consistently
exceed the needs of the customer.“
 A customer defines good customer service as
how she perceives that an organization has
delighted her, by exceeding to meet her needs". In
other words, DELIGHT or DIE!

4. 20 Best ways to Lose Patients
 Bad Voice Mail System
Use a voice mail system that puts patients on
hold for a long period and or has a long
confusing selection of commands to reach the
party they want or a live person after all, they
are used to this with business corporations, so
why should office be different.
 Unhealthy Environment
Make sure the thermostat is set to keep the
exam rooms cold, particularly for senior
patients.

5. Delayed & Bad Correspondence
 Don’t answer Phone calls
Don’t answer incoming phone lines until 5 or 6 rings.
It’s probably only a new patient wanting to get their
health care problem resolved.
 Having incomplete Information
Don’t review the appointment book on the status of
scheduled patients prior to their visits. That way when a
patient comes to they check inn area anonymous their
name the receptionist came say to them, have u been
here before? What are you here for? Which doctor are
you seen?The patient can the feel like he/ she is a
surprise with no preparation by the hospital staff.

6. Don’t Show Courtesy
 Don’t Greet with a Smile
The receptionist should not smile or welcome a
patient when checking in.They should keep
their head down, look too busy and annoyed
that the patient has shown up.
 Don’t apologize for Delays
After a patient has been in the waiting room
for over 20 min don’t apologize or give a
reason., if you do they may think that you
think their time is valuable.

7. Just Don’t Guide them..!
 Don’t guide patients after visit
When the doctor completes his/ her visit with
the patient, make sure the patient is not given
clear instructions on exiting the room.By all
means don’t usher the patient to the billing or
appointment areas, lab or other treatment
rooms.Let them find it themselves. The doctor,
nurse or medical assistant are too busy and
must rush off to their next patient.Always
appear rush and don’t spend any time asking
patient a second if there are any questions.

8. Leave Patients with Unanswered
Questions.
 If they have any question on billing; be vague
and do not answer completely. If you are not
sure of an answer, certainly do not offer
assistance or report the problem to other to
get the solution.”I don’t know” will suffice.

9. Don't Offer Assistance
 If a patient is angry, simply say “ I am sorry “
and roll your eyes. Do not offer any further
assistance or report the problem to seniors to
get a solution. Downplay the seriousness of
their complaint.
 Don’t use layman terms. Assume that a
patient would rather be told they have
Hodgkin lymphoma or ALL rather than Cancer,
sinus braycardia rather than slow heart rate,
or cerebral hemorrhage instead of stroke.

10. Don’t Tell Patient his/her
Diagnosis
 Let them guess what was written on the
encounter form that had some kind of strange
abbreviations and codes
 When referring patients to other doctors,just
give them phone number,patient don’t need to
know anything else about going to another
strange place and people.

11. Don’t Concerned about Patients
Problems
 Never completely listen to patients.Always look
as a you are a bold or not interested in what
they are saying.dodged questions that are
difficult to answer. Look like you are annoyed
when a patient keeps asking questions.By all
means,Don’t look you are generally concerned
about the patient’s problem.

12. Non Professional Attitude of
Employees
 Make sure there are opportunities in the office
for patient to over here employees
laughing,talking about other persons or
expressing general complaints,make sure
telephone conversations with patients by the
receptionists can be overheard easily by
patients in the waiting area

13. Non Confirm Over bookings
 When a patient call for appointment,tell them
you are “all booked up,no slot empty”you
might be able to squeeze in,but there is no
confirmed appointment you may be wait for a
long time.
 When a patient call for an appointment don’t
try to accommodate his/her needs by offering
alternative times and dates. Just tell them
when you are booking them.

14. Misguide and Shuttlecock
Patients
 When a patient requests copies of medical
records for himself/herself or to transfer to
other parties,tell the patient his/her chart
cannot be found right away and it may take
considerable time before their request can be
completed.Keep this a low priority for the
office staff even though it is a high priority to
the patient.When patient request a 2nd
and 3rd
time, tell them you will look into it.

15. Simply say,the Labs were Okay
 When ordering lab test don’t tell the patient
exactly what test and why they are being
ordered.Don’t give any indication or give a
vague indication when the patient will get lab
test results,If you do give a time,don’t commit
to it.don’t go over the lab report or explain
ranges.simply say,the labs were okay.

16. Don’t display Signs and Notices
for Guidance
 Display several,not just a few, signs and
notices round the check in area that tell
patients and your rules and requirement for
getting paid.Rather than explaining your
policies in a written handout or brochure or
verbally by the receptionist,patients need to
get blasted right away about how they are
going to pay for your services.

17. Why we Lose our Patients ?
 Reason #1 for Losing a Customer
The first step toward losing customers is
placing people in customer service positions
without providing much in the way of training.
 Reason #2 for Losing a Customer
Another way to lose customers is provide no
feedback to employees on how they're
perceived by customers.

18. Our Approach in this
Presentation
Is to encourage
 Changing behavioral and mindset
 Challenging of assumptions
 Customer Services towards better teamwork
 Giving and receiving feedback
 Addressing real issues to people

19. Thanks For Joining Us
 You can make your Job and Life what you
wish to make out of it
 You never know Who is Watching