Be There for Your Patients

Change. Almost no one likes it. Yet, it is inevitable. And in today’s world of healthcare, it is happening almost on a daily basis. A physician leaves your group, you make the difficult decision to close an office, you merge with another group, you are stuck in negotiations with a managed care plan … as much as these changes can frustrate you and your practice, try to take a step back and imagine how they make your patients feel. Then, do what it takes to reassure them. Communicate early and often whether in person, by letters, phone calls, e-mails, Facebook, Twitter, your Web site or all of the above. Explain the change, why it is happening and how you are going to do everything in your power to minimize its impact on them. Acknowledge. Assure. Answer. Accommodate. Assist. That is how you build and strengthen relationships in times of stress. That is how you stand out from the “system.” Don’t get so caught up in the internal challenges that you miss this opportunity to personally show your patients how much you truly care. Make the time. Be there.