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 Gem #22
by Hal Ornstein DPM, FACFAS
and Lynn Homisak, PRT
Reading a bank deposit receipt recently, I
noticed a simple message printed on it: “We’re here for you.”
What a powerful message in just four short words! The two key
words here are “we” and “you.” When you look at
the basic glue which bonds the relationship with our patients, it
revolves around two equal sides of a simple equation which has
“us” on one side and the “patient” on the other.
Have you recently asked yourself to what degree we are “here for our
patients?” How truly important do you make them feel?
What do your staff and doctors deliver to cause them to shout in your
community about your office and quality of services provided?
Those who are most successful will tell you that it is the 10% that
makes 90% of the difference. As our buddy, Dr. Bill McCann from
New Hampshire, always tells us, “the devil is in the details.”
Patients rarely care about where the doctor went to school or their
grades. Patients present to a medical office with an assumption
that we are able to provide quality medical care. We begin on
this common ground, so what then makes us exceptional in our
patients’ minds? This can be expressed through what we
call the Ten Commandments of Patient, Staff and Physician
Satisfaction:
1.
Thou shalt use your patient’s name when speaking with them
2.
Thou shalt use eye contact to show you care
3.
Thou shalt listen more you speak, and this is why God gave us
two ears and one mouth
4.
Thou shalt not forget that your most valuable asset is your
staff
5.
Thou shalt say thank you to every patient before they leave
your office
6.
Thou shalt understand that respect and appreciation is more
important to staff than the almighty dollar.
7.
Thou shalt understand the power of asking every patient “what
other questions do you have?”
8.
Thou shalt never let a patient mistreat your staff
9.
Thou shalt do unto patients as the patients would like done
unto them
10.
Thou shalt understand the value that the best long-term
investment for your practice may produce a short-term loss
Next time a patient is upset with anything relating to your office,
remember those four simple words, “we’re here for you.”
When you sit and think, it is simple economics: without “them” thou
shalt not get a paycheck!
More to come................
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or advertisement does not necessarily constitute or imply approval or
endorsement by myself of the product, idea, or content therein. I reserve
the right to edit or to not publish any material received. Any health- or legal-related information is for educational purposes only and should not
be construed as medical or legal advice or a substitute for the advice of a health
care professional or attorney. Information pertaining to legal matters should not
perceived as legal advice, nor should discussion about such issues as Medicare and billing be considered as definitive. All content is presented
as being only the opinions of the contributors and is for educational purposes only.
Copyright © 2002-2003, FootZine.com, Gayle S. Johnson,
PMAC
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