Six Things Your Patients Want and One They Don’t

So what do today’s “prosumers” want from their healthcare providers? 

  1. They want to be able to reach you when they need you.
  2. They want the phone answered by a friendly voice that understands the nature and urgency of their problems.
  3. They want to know how long it will take for someone to return a phone call.
  4. 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.
  5. 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.
  6. 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.