What is your patient experience like?

Consumers are increasingly forming opinions and making decisions about physicians based not only on credentials. Now, more than ever, physicians are being rated based on the experience that they and their office staffs provide. Have a grumpy employee answering the phone? Do you make patients wait a long time on hold to reach a live person? Do they have to navigate their way through an automated system? Those experiences matter, and they are being shared on numerous different online forums and websites that consumers use as a tool to made decisions about their medical care.

No physician wants to lose a patient — or potential patient — because of poor customer service. Yet it happens, more than you realize. It could be something as simple as putting a call on hold without first asking permission. Sounding indifferent. Rushing a customer through a call. These examples may seem like small things, but each time a patient doesn’t feel like a priority when he or she contacts a medical office, it increases the likelihood that they will seek medical care elsewhere and leave a poor review or reviews online.

We found some statistics on customer service that we thought you might find interesting.

• An American Express Survey found that 68 percent of consumers said their most recent positive experience with a business was due to the pleasant attitude of an employee or office staff.
• The same American Express survey said 33 percent of Americans who receive poor customer service JUST ONCE will switch to another business.
• A study by ContactPoint Client Research found that 67 percent of consumers surveyed hung up out of frustration after not being able to reach a live person through an automated call system.
• 73 percent of consumers say a positive customer service experience is key to a long-term relationship with that person or organization.

At National Recalls, we offer a variety of services that can help you to provide a top-notch patient experience. We think about things from your perspective as a business owner. We are 100 percent focused on generating increased revenues for your practice, not on getting to the end of the day. We are proven to generate up to 50 percent more business than an average employee.

We will gladly answer and handle your incoming calls in any manner you desire. We can also handle a variety of customer outreach tasks, such as calling to schedule and confirm appointments. Visit our website to learn more about us. You’ll be surprised at all of the ways we can help you run your practice more efficiently!