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 Gem #7"What Other Questions Do You Have, Ms.
Jones?" We often speak of the importance of first
impressions but too often forget the critical nature of your closing
words with each patient. A common complaint from patients is
that the doctor or assistant did not answer all their questions, and
they do not feel appreciated by the practice. Two simple
expressions presented to every patient, every time, can address both
of these issues.by Hal Ornstein DPM, FACFAS and Lynn Homisak, PRT, PMAC At the end of each visit and also when checking out at the front desk simply say: "What other questions do you have?" "Thanks you for coming in today" Try to stay away from the closed-ended "Do you have any questions?" versus the open-ended query of "What other questions do you have". I will never forget the patient who was always speaking about how he adored his primary care physician. When asking him why, his response was clear, "He always thanks me for coming into the office". We suggest that these two short phrases are posted at your front desk for your staff to see and in an area for the doctors to see on a regular basis.
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