Patient visits should go back to the basics

Sometimes in our technology-driven environment, we get into a fixed routine of the current standard of care for our patients. What would we see or hear if we saw our practice or facility through the eyes and ears of our patients?

If you are performing all of the basics outlined in the chart below, your practice or facility will be among the top organizations. Managing and measuring these customer service indicators also communicates to the patient that you are concerned about the quality of care delivered.

If something is wrong, most patients want an apology, a simple explanation of why a situation occurred and how you can prevent it from happening to them in the future. To be successful, do those things known to cause success. Provide outstanding customer service, and you'll see positive results. There is no substitute for a high-quality experience within your facility or practice.

Randy Killian is executive vice president of the Medical Directors' Institute and an MHE editorial advisor