Focus on Patient Satisfaction to Build Your Practice (And Have Fun Doing It!)

PROGRAM DESCRIPTION: A modern otolaryngology practice should include a focus on patient satisfaction. In the past a mastery of otolaryngology diagnosis and treatment, patient safety, and business acumen was sufficient to bring success to most practices. Now social media, search engines, and online reviews can shift patient referrals to or from your practice without your knowledge or agency. Commoditization of healthcare and a culture of consumerism pressures your practice to “put the customer first”, giving you just one more thing to worry about in your busy day.
Fortunately there are a number of simple steps you can take to focus on patient satisfaction that will both increase referrals and bring satisfaction to your work. This course will examine some elements of patient satisfaction and highlight key non-clinical factors that affect patient satisfaction. We will follow the patient encounter from first contact to after-visit follow up, pointing out numerous opportunities to set expectations, build communication, deliver patient-focused care, and create customer loyalty without increasing staff or physician workloads (and sometimes reducing them!).
We will also discuss how to address a dissatisfied patient & family, and how to turn it into a positive experience. Finally, we will discuss how to approach negative online reviews to avoid HIPAA violations and gain more patient referrals.