So what do today’s “prosumers” want from their healthcare providers?
- They want to be able to reach you when they need you.
- They want the phone answered by a friendly voice that understands the nature and urgency of their problems.
- They want to know how long it will take for someone to return a phone call.
- They want the ability to e-mail questions and get responses, rather than wait for phone calls to be returned at the end of the day.
- They want to feel valued by all of your staff, no matter how brief a visit. They want to be treated like an individual not a commodity.
- They want basic information:
- Do you accept their insurance?
- What will happen to them during their visit?
- When will they have results of diagnostic tests?
- What happens next?
They do NOT want to believe that every interaction they have with your practice is about money – a deductible, a cost of service, a prepayment before a procedure. Yes, finances must be handled but make a personal connection first. It’s all in the approach. Address these concerns pro-actively and integrate them into your practice, and you WILL move up on their list.