Whether it’s your patient’s first visit or fifth visit, he/she may be uncomfortable dealing with their hearing loss. It is so important to make sure your patients feel comfortable and cared for in your practice. You hold the ability to inspire your patients to hear their best!
When your patients are happy, they continue their treatment. When they continue their treatment, they get better. When they get better, they become your biggest cheerleader, post positive reviews online, and refer their friends and family to you! As you can see, patient satisfaction leads to great things!
Here are some simple tips to improving patient satisfaction in your audiology practice:
Acknowledge their hearing loss story. Every patient has a story. Give your patients the time to tell you their situation/story and keep notes on this patient. The more you know, the better you can treat their problem. Your willingness to listen and your response to their story has an impact on how likely your patients are to continue treatment. Treat them with respect and compassion and they will be happy to refer their friends and family to you as well.
Focus on solutions, not products. What activities are challenging to your patients because of their hearing loss? Movies? Using phones at work? Find out what your patients enjoy doing and what challenges they’re facing. You’re the expert, so share your tips and tricks with them. If you can help your patients get back to the activities they enjoy, they will be very thankful. If you want to offer products and services, make sure it is something they want or need. Don’t sell them anything that doesn’t fit this bill.
Make sure your office is hearing loss friendly. Your office should feel welcoming and hearing loss friendly. Train your front office staff on the proper way to communicate with hearing loss patients. Be sure that your receptionist is easy to understand both on the phone and face to face with your patients in the clinic.
Set realistic expectations. There is nothing more discouraging to a patient than not seeing results as quickly as expected. Setting clear, realistic expectations for treatment and products will keep your patients from experiencing any confusion or disappointment. Some of your patients may be new to this hearing loss thing, so you should be thorough with follow-up instructions and what patients can expect.
Learn new technologies. Although you want to treat the whole person and think outside the device, technology and devices are an important part of hearing loss treatment and often necessary. Stay up-to-date with all the latest advances in technology and offer a full range of products that can benefit your patients.
In fact, you may be doing a disservice to your patients if you are not staying on top of latest trends in your field.
Your patients are the life blood of your business. Rather than just being any old audiology practice, you want to stand out in the crowd as the BEST in your community! Focusing on patient satisfaction is one of the most important things when growing your practice.
