To have a thriving practice, you must have patients. While it is great to get new patients, it is important to focus on retaining established patients, too. If you create loyal patients, they not only return to your office for appointments, but they promote your practice to their friends and family which is great for business.

The main reason patients do not return is that they are unhappy with the practice, which could include: 

• Not feeling valued
• Not being able to easily obtain appointments
• Experiencing poor service
• Not feeling heard

So how do you create loyal, happy, satisfied patients? Below are a few suggestions.

Staff Training
Your staff is likely the first contact a patient will have with your practice. They also frequently interact with patients during office visits. Staff should be trained to deliver excellent customer service, be respectful, be empathetic, and communicate effectively. 

Appointments and Scheduling
Make it easy for patients to book appointments by phone or by electronic devices. Making sure your website is fully functional on desktop and mobile is essential. Consider investing in scheduling software that allows you to send welcome emails, appointment reminders, patient documents, etc. Make sure patients have the option to call and personally schedule an appointment.

Office Environment
Ensure that your office projects a professional, comfortable, and welcoming environment. Make sure everything is in good repair, provide comfortable seating, and display tasteful artwork. Consider offering extra touches, such as a coffee or water station.

Wait Times
No patient wants to wait a long time in the waiting room or the exam room. It leads to frustration and dissatisfaction. Scheduling procedures should allow extra time for initial visits or appointments that are expected to need additional time. They should allow time for urgent visits and follow-up appointments that are time sensitive. Should a patient experience an unexpected delay in the office, communicate with the patient the reason for the delay and how long the delay may be. For non-urgent appointments, offer the patient the opportunity to reschedule or to come back later.

Patient Relationships
Patients want to be seen as individuals and be respected. Take the time to get to know the patient by asking questions about their lives. Acknowledge patients’ birthdays and other noteworthy events in their lives. Make eye contact and focus on the patient, making sure they know they have your full attention during the visit.

Patient Expectations
Keep patients informed regarding their condition and treatment. Develop realistic expectations with your patients. What does the patient expect from treatment? Is this realistic? Open and honest communication with the patient leads to realistic expectations and healthy doctor-patient relationships.

Patient Feedback
Listen to your patients. Hearing directly from patients how they feel about your services and staff is a great way to show that you genuinely care about their opinions and experiences. Patient surveys can be a useful tool to help you identify patients that are unhappy so that you can discuss their concerns and hopefully prevent them from leaving. They are also a valuable tool to learn how to improve your practice.

Another benefit of loyal, happy, satisfied patients is that they are much less likely to sue, even in the event of an unexpected outcome.

If you are not currently insured with PICA, take a moment to see how we protect our podiatrists. Fill out our online form to receive a free, no-obligation quote.

Disclaimer: The information contained on the PICA Blog does not establish a standard of care, nor does it constitute legal advice. The information is for general informational purposes only. We encourage all blog visitors to consult with their personal attorneys for legal advice, as specific legal requirements may vary from state to state. Links or references to organizations, websites, or other information is for reference use only and do not constitute the rendering of legal, financial, or other professional advice or recommendations. In the event any of the information presented conflicts with the terms and conditions of any policy of insurance offered by ProAssurance Insurance Company of America, the terms and conditions of the actual policy will apply. All information contained on the blog is subject to change.