Attention to the "moments of truth", those brief encounters that have little to do with medicine but much to due with patient satisfaction, are critical to a successful practice.  Every brief interaction that the doctor and staff has with a patient is an opportunity to sweeten or sour the relationship.  Patients often reflect that they do not care how much you know until they first know you care.

It is important to manage and focus on the moments of truth to achieve your highest measure of patient satisfaction.  A patient cycle survey can help to identify and evaluate the moments of truth in your office.  Each staff member should be responsible for a short list of  "moments of truth" to monitor and note over a one-month period.  The "moments" should be assessed from the first phone call by a patient to their being discharged.  A list of positive and negative "moments" should be kept and discussed at an office meeting at the end of the one-month period.  Two weeks later, meet for each physician and staff member to give specific suggestions in areas that necessitate improvement.  Regular assessments should then be reviewed at office meetings to monitor areas that need improvement.

It is often the 5% that makes 95 % of the difference.  Attention to details is what can give the competitive edge in your community.  Simple things like the quality of copies, fresh paint, no scuffmarks on the wall, that little extra "have a nice day" or "thank you" when a patient leaves the office, name tags on each staff member, etc., are what make a considerable difference.  The natural anxiety that a new patient has when visiting your office can be significantly reduced by paying attention to the moments of truth.  The result will be greater patient retention as well as a more enjoyable work environment .  Now is the moment!