10 Efficiency Tips for Providing the Best Possible Patient Experience and Making for a Happy Team - PowerPoint PPT Presentation


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10 Efficiency Tips for Providing the Best Possible Patient Experience and Making for a Happy Team


10 Efficiency Tips for Providing the Best Possible Patient Experience and Making for a Happy Team Respect eachother No single member of a team is more important than ... – PowerPoint PPT presentation

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Title: 10 Efficiency Tips for Providing the Best Possible Patient Experience and Making for a Happy Team

10 Efficiency Tips for Providing the Best
Possible Patient Experience and Making for a
Happy Team
And we begin with first impressions
  • Which would your patient's rather see when they
    first walk through the door??

Make sure you give a warm and fuzzy feeling
Tip 1 Complete
  • Make sure the first faces your patients see are
    friendly and the environment you are offering in
    your reception area is warm and inviting.
  • Patients should feel relaxed and at home.

Next is patient intake
  • By utilizing technologies and sometimes even
    snail mail, patients should be able to fill out
    their New Patient paperwork ahead of time.
  • Upon scheduling appointments, staff should say,
    Now prior to your appointment, we need you to go
    to our website, print and fill out your
    information. Please bring it with you at the time
    of your visit.

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Don't assume by age
  • The elderly population is more web savy than you
    think. No matter what age, ask if they have
    access to the internet and are able to fill out
    their forms ahead of time.
  • If they say no, and time permits, mail the intake
    forms and ask that they fill them out at home.
  • Older patients take more time to fill out forms
    and should not feel rushed to do so.

Make sure your patients are prepared
  • Patients must be held responsible.
  • They must present with a photo I.D. And their
    insurance card(s).
  • Medication/allergy/surgery lists are also a
  • Copayments and referrals are due at the time of

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Insurance contracts
  • Make sure your patients understand that not
    collecting copayments or having referrals in
    place, is a violation of the contract you have
    with your insurance companies.
  • Educate and inform and they will argue less.

Tip 2 Complete
  • Hold your patients responsible

  • Train both back and front office staff to
    understand patient types and treatment protocols
    in order to schedule with the utmost efficiency.

Don't just fill up the spaces
  • Double and triple booking can work well if there
    is a method to scheduling.
  • Shadowing the doctor is important for all staff
    members to understand what is involved in each
    patient visit.
  • Appointments can be scheduled accordingly to keep
    the doctor on time.

Tip 3 Complete
  • Keep patient flow moving in a positive direction.

Reason coding
  • Every patient type should have a
    color/reason/time code.
  • Examples
  • RFC/Diabetic foot care 15 min (gray)
  • Wart treatment -15 min (blue)
  • Surgery consult -30 min (light green)
  • Post op -15 min (dark green)
  • New patient 30 min (yellow)
  • Review MRI- 15 min (maroon)

It makes life easy
  • By color coding appointments according to reason,
    staff and doctor are able to quickly look over
    the schedule and prepare.
  • This also avoids double booking similar patient
    types, which keeps the schedule moving on time
    throughout the day.

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Tip 4 complete
  • Color/reason code everywhere you can!

Be the buffer
  • Staff members never realized that part of the job
    description read, Take the heat for whatever
    goes wrong in the office. (Even if you had
    nothing to do with it).
  • Patients will complain to front desk about
    deductibles and copays, back office about how
    their heel is still killing them after 2 visits
    and having to park so far away.

So why?
  • Do they hardly ever complain to the doctor!!

Knowing how to deal is key
  • Establish coping methods with staff members so
    everyone is on the same page.
  • Some tips for dealing with difficult patients
  • Being compassionate and building rapport
  • Letting them know your position
  • Understanding that it is probably more than the
    issue at hand.

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White lies
  • When the doctor is late or simply running behind
    because of a chatty patient, establish consistent
    white lies that keep patients content and take
    the heat off of the situation.

Make sure the doctor is aware of the story
  • Your explanation to the 900 a.m. patient who has
    not been seen by 920 (because the doctor has not
    arrived) is I'm sorry the doctor had a
    complicated surgical case this morning and is
    running a little late.
  • Make sure that the doctor doesn't come in and say
    Man, the line at Starbucks was unbelievable

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Tip 5 complete
  • Incorporate effective buffering techniques into
    your daily routine.

The next one is easy but rarely accomplished
  • Keep your schedule running on time through
    preparation, staff training, doctor cooperation,
    patient education and. . .
  • Starting your day EARLY!!!!
  • If your first appointment is at 900, the patient
    should be roomed, evaluated and prepared for the
    doctor to walk in the room and begin treating at

Tip 6 Complete
  • To keep your schedule running on time, start

Make sure questions are answered
  • Patients are often inundated with information
    (especially at their initial visit).
  • Informational packets and sheets (for Diabetic
    foot care, stretching, post op) should be
    utilized whenever possible.
  • Always ask Do you have any questions? before
    exiting the treatment room.

Involve staff in education
  • When staff is educated and trained in protocols
    and treatment plans, they are able to answer
    questions while the patient is still in the
    office and after they leave.
  • This saves the DPM lots of time at the end of the
    patient day when staff has taken a few moments to
    answer commonly asked questions for them.

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Tip 7 Completed
  • Make sure patients and team members understand
    the plan of action.

Respect eachother
  • No single member of a team is more important than
  • The doctor is the captain,but would not be able
    to steer the ship and reach the destination
    without the help of his team.
  • Staff and doctors need to criticize with care and
    compliment with vigor.

  • Criticize another team member in front of
  • When learning a new skill, make sure proper
    training takes place before you go live.
  • Teach, show and go. . .

  • Say thank you at the end of the day.
  • Thank your patients for coming in.
  • Doctors and managers, thank staff for all of the
    hard work they have done to keep your patients
    happy and compliant and making the office a great
    place to be.
  • Staff, thank your doctors and managers for
    allowing you to love what you do.

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Tip 8 Complete
  • You have to give it to get it, so respect

Set yourself apart from the rest
  • Your patients have lots of choices when it comes
    to choosing a facility for their foot and ankle
  • The entire patient experience begins when they
    make that call to schedule their appointment.
  • Make sure your patients can hear you smile
    through the phone!

Offer what others don't
  • In the fast paced world of medicine, patients are
    used to being rushed through offices and not
    listened to.
  • Take the time to listen to the stories, bring up
    past stories or events (by making notes- daughter
    getting married, etc).
  • Establish a relationship with your patients that
    they don't get anywhere else.

The smallest details are remembered
  • We may have an intake sheet with all of the
    patients demos, but a simple Happy Birthday
    sometimes makes their day.
  • Give special gifts when occasions like these
    arise around the time of their visit and make
    them feel special.
  • Chocolate feet (not for the diabetics though!)

Referral base
  • We appreciate the referrals from local docs, BUT
  • Your existing patients are your best referral
  • Keep track of where your referrals are coming
    from and thank these patients for trusting you
    with care of their family and friends.

Tip 9 Complete
  • Let them know they have chosen wisely

Spread the word
  • How often do patients come in to your office for
    RFC with a walking boot?
  • What happened Mrs. Smith?
  • Well, I fell last week and I went to my
    orthopedic doctor. He said that I have a broken
    metatarsal and he gave me this boot. Oh, I didn't
    know you did that kind of thing here.

How will they know if you don't tell them
  • Make sure your patients are educated as to ALL of
    the services you provide.
  • Hang literature around the office re fractures,
    warts, ingrown toenails, surgery and more to
    educate your patient population.
  • Practice brochures are a great way to discuss the
    role of a podiatrist as well as to advertise
    products offered in the convenience of the

Tip 10 Completed
  • Don't miss the boat!

Podiatry is a great place to be!
  • There is never a shortage of foot and ankle
    problems in the world.
  • Everyday we have the opportunity to make our
    patients feel better and work in an environment
    that makes us feel good about ourselves.
  • I feel lucky to be part of such a wonderful
    profession, and I hope you do too!

Thank you!
Accentuate the positive
  • In any situation, whether it be a grumpy patient
    or a co worker in need of help, try and see the
    silver lining.
  • Have you ever asked a patient How are you today
    only to hear My dog died, my blood pressure is
    up, and my grandkids only come to visit when they
    want money!
  • Try and make them smile. . But your hair looks

Tip 8 Complete
  • Turn that frown upside down!
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