How To Operationalize Patient Experience At Your Clinic

How do you get more new patients or hire more clinicians at your clinic and yet still remain profitable? This is the question and I'm on a journey to get you the answer. I'm going to interview the best marketers and clinic owners across the world to give you access to their winning strategies from recruitment, marketing, operations, finance and more. So you can easily take action on the secrets to grow your clinic. I'm Rick Lau. Welcome to Clinic Boss Secrets. Hey everybody. Rick Lau here. In this episode, we're going to talk about patient experience and how do you operationalize it at your clinic, from everything from marketing right down to treatment planning. Check out this episode with Michelle, one of our clinic bosses in her community.

First is we provide an outstanding patient experience. And so to the people on this call, I know that you guys know what a patient experience is, but to with the team, you know, we talk about how from the second a patient enters or calls the clinic or emails to book an appointment, when they then come in and see the smiling face at the front desk, then they go in and meet us as clinicians and we start to build rapport. Do our treatment plan get them committed to the plan of care. They graduate, they're back in the community raving about how great we are and sending their friends and family. From the first second to the last second, what we do day to day, what we do week to week is all about providing an amazing patient experience. Number two is we love teamwork and collaboration. One of the foundational values of this clinic is that we understand and we truly believe that we together as a group can do much more for our patients than we can on our own. Whether it's us as clinicians understanding that we need to co treat and work with our colleagues to really get a better patient outcome, or whether it's us understanding that as clinicians we need to work with the admin team so that we can provide a seamless experience experience from beginning to end in treatment planning and following up and wellness checks and all the rest. It's from beginning to end, us working together clinically, but also on the administrative side. Third is we create a fun, supportive atmosphere. So we do lots of things. We have a, what do you call it, a social committee that's responsible for big events, but also small events. So little things day to day, we do things, clean days, potluck lunches, recognition and appreciation of our staff. Lots of things that we do to just sort of lighten things up and have fun together as a team because we spend a lot of hours Here together. So we might as well have fun and supportive as well, because we're here to help support you, exceed and succeed. We want you to reach your goals and we're here to help you do that. But we're also here to help our patients do that as well. So, you know, recognizing their why and understanding what their goals are and helping them get from point A to point B so that we help them reach their goals and supporting them in that process is what that is all about. Number four, we build relationships. So whether this is on many levels, this can mean different things to different people. So as a clinician, this means building relationships with your colleagues so that you co, treat and recognize when you need to bring other people into patient care. And building relationships to understand what who your colleagues are and what their areas of specialty are and how they can help you get a better patient outcome. It means building relationships with the admin team because they're the ones at the front desk talking to patients and if they don't, if they don't know who you are and what you like to do, they're not going to know who to book patients in, what types of patients they should book in with you. It means building relationships in the community, with businesses, with people out there that we can collaborate with and help to bring new assessments in and grow the clinic. It means building relationships with doctors for the same reason, bringing in more assessments, bringing in new patients, building those relationships that will allow us to do that. And last but certainly not least, the most important is building relationships with our patients so that we build that rapport, build that trust and loyalty through listening to their why, through communicating with your team about coach, reading, through wellness checks, all of these things that help to build relationships and loyalty. This is who we are and we do many things day to day, day and week to week to live that. And last but not least, we encourage and support ongoing learning and growth. So whether it's a formal, you know, education allowance that we provide to you to go and take a continuing education course, whether it's one on one mentorship that identifies your goals and helps you reach those goals, it's it. We are here. We want people who are keen and want to learn and want to continue to grow and we will help support you and we encourage you to do that.

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